Quality in
Physical Therapy
ELE104
D / Mohamed Ahmed Ababa
Lecturer at Department of Physical Therapy for Internal
Medicine and Surgery
Total Quality Management
(TQM)
Objectives:
By the end of the lecture, the student should be able to:
• List the objectives of total quality management.
• Explains the principles of quality management.
Total Quality Management
Objectives
1. Focus on the needs of customers and
markets as much as possible to meet
customer requirements.
2. Achieving high quality performance in
all functional locations and not limited
to goods and services.
3. Take a series of necessary actions to
accomplish Quality of performance.
4. Develop communication procedures to
complete the work in a good and
excellent.
Total Quality Management
Objectives
5. Verify the need for projects to improve and
develop performance metrics.
6. Develop a team approach to problem
solving and improvement operations.
7. Complete and detailed understanding of
competitors and effective development for
competitive strategy to develop the
organization's work.
8. Continuous inspection of all processes and
exclusion secondary activities in the provision
of development services for continuous
improvement strategy forever.
The importance of quality
Is 99.9% enough?
▪ One hour of drinking unclean water every day every month
▪ One wrong landing per year at an airport
▪ 10 Medical Errors in Surgical Operations
▪ Every Month100 items lost in mail delivery every hour
▪ 2500 pairs of shoes are sold every year.
▪ 100 medical prescriptions Filled Wrongly
Quality management principles
Strategic Support and
Customer focus
planning backing
Continuous Prevention Teamwork
improvement of
processes and
instead of rather than
quality inspection competition
Make decisions Full Development
based on facts participation and training
Strategic planning
Developing a comprehensive plan based on a
vision, mission and objectives will enable the
formulation of a strategy, and thus facilitate the
development of policies and programs in light of
an in-depth analysis of the internal and external
environment by adopting an analysis of the
strengths and weaknesses in the internal
environment and the opportunities and risks in
the external environment to increase the
competitive advantage of the organization.
The importance of senior management
support goes beyond simply allocating
the necessary resources. Every
Support and organization sets a set of priorities.
backing If the organization's senior management
is unable to demonstrate its long-term
commitment to supporting the program,
it will not succeed in implementing TQM.
The customer is the guide in total quality management. Here,
the word “customer” is not limited to the external customer
who determines the quality of the product, but rather extends
to the word “internal customer” who helps determine the
quality of individuals, processes, and the work environment, as
they are the parties who produce product.
Customer focus
Study on customer satisfaction
There is (1) complainant out of every (25)
dissatisfied people.
Each dissatisfied person tells 11 people.
Everyone who is satisfied...tells 3 people...
Don't feel comfortable if the complaints are few
11 x 25 =
This principle is based on the
assumption that work is the result of
a series of interconnected steps and
activities that lead to a final result. It
is necessary that each of these steps
receive the continuous attention it
Continuous needs or deserves in order to reduce
improvement the possibility of changing the final
result, which helps maintain quality
performance.
Service: Do not store!
Wait we will
get better!!
tomorrow?
How can I meet customer requirements?
Shared Field
Contact Encounters
Committees Visits
Means of determining
Groups Interviews
Dialogue needs of external centers
Operators
Surveys System
Surveys Opinion
complaints
to set and
Measuring
satisfaction Surveys
needs suggestion
Quality is the result of the preventive process and not
the inspection process. In traditional management
theories, we find that quality control or inspection of
the level of services and goods occurs after the
manufacturing process or providing the service. This
Prevention traditional method drains a lot of human energy and
financial resources in order to detect defects and errors
instead of in the production process.
inspection However, in the case of applying the comprehensive
quality management system, this will lead to reducing
costs and increasing productivity because this system
tries to introduce the element of prevention into the
production process and monitor deviations of all kinds,
whether the deviations are of general causes or
deviations of special causes.
First employee x
Second employee Third employee
The Total Quality Management (TQM) System
focuses on the importance of cooperation
between the various administrative levels in
Teamwork the facility instead of competition between
them, as through this cooperation the
rather than departments can know the needs of other
competition departments in terms of financial and
technical resources and other various
requirements that help support the process
continuous improvement of the facility.
Organizations that apply the Total
Quality Management system are
distinguished by the fact that their
decisions are based on facts and correct
data and are not merely individual
Make a decision speculations,
expectations
assumptions,
based on
or
personal
opinions. The organization cannot issue
based on facts improvised decisions that are not based
on the foundation of success in a
changing world with quick steps.
The participation of each individual in
teamwork is one of the most important
activities that must be focused on, as it
helps in increasing loyalty and belonging to
the organization.
Full participation Teamwork is an effective tool for
diagnosing problems and finding optimal
solutions for them through direct
communication between the different
departments and continuous interaction
between individuals one facility.
Identify
Draw a Hiring the Performance
training
career path needs right staff evaluation
Discussion Dealing Methodologies Providing
groups with the staff incentives
Opinion System of
satisfaction Empowering
complaints and
Surveys employees
suggestions
Training and development
Continuous training and development is viewed
as a means of developing the individual’s
potential within his job to achieve optimal
achievement.
Training occupies a distinguished position
because it is a series of organized activities to
enhance individuals’ knowledge related to their
jobs and skills, and management motivates its
individuals to do so in order to raise their level of
performance in their jobs.
