Term
| Project quality management |
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Definition
| ensures that the project will satisfy the needs for which it was undertaken |
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Term
| Planning quality management: |
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Definition
| Identifying which quality standards are relevant to the project and how to satisfy them; a metric is a standard of measurement |
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| Performing quality assurance: |
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Definition
| Periodically evaluating overall project performance to ensure the project will satisfy the relevant quality standards |
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| Performing quality control: |
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Definition
| Monitoring specific project results to ensure that they comply with the relevant quality standards |
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Definition
Quality= Results of Work EffortConsistency-reduction of variation
- Consistency-reduction of variation |
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Term
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Definition
| “The planned and systematic activities implemented in a quality system so that quality requirements for a product or service will be fulfilled.” |
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Definition
| “The observation techniques and activities used to fulfill requirements for quality.” |
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Term
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Definition
| “Continuous improvement is an ongoing effort to improve products, services or processes. These efforts can seek “incremental” improvement over time or “breakthrough” improvement all at once.” |
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| The cost of quality is the cost of conformance plus the cost of nonconformance |
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Term
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| means delivering products that meet requirements and fitness for use |
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Definition
| means taking responsibility for failures or not meeting quality expectations |
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Term
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| Cost of planning and executing a project so it is error-free or within an acceptable error range |
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| Cost of evaluating processes and their outputs to ensure quality |
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Term
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Definition
| Cost incurred to correct an identified defect before the customer receives the product |
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Term
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Definition
| Cost that relates to all errors not detected and corrected before delivery to the customer |
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Term
| Measurement and test equipment costs: |
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Definition
| Capital cost of equipment used to perform prevention and appraisal activities |
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Term
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Definition
- NCQA
- 400+ Health Plans Use HEDIS Measures (90%)
- 76 Measures (2014)
- 5 Domains
+ Effectiveness of Care
+ Access/Availability of Care
+ Experience of Care
+ Use of Services
+ Cost of Care |
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Term
| Physician Quality Reporting System (PQRS) |
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Definition
287 Quality Measures (25 “group measures”)
- Mechanism for medical group reporting
- Payment adjustment in 2016 based on 2014 submission (2% reduction) |
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Term
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Definition
are any mistakes or errors that are passed on to the customer. (Medication errors, medical errors, chart errors, death, complications, never events, rehospitalizations, etc)
Defects per million opportunities(DPMO)=
Number of defects discovered / 1,000,000 |
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Term
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Definition
- Six 9s of quality is a measure of quality control equal to 1 fault in 1 million opportunities
- In the telecommunications industry, it means 99.9999 percent service availability or 30 seconds of down time a year
- This level of quality has also been stated as the target goal for the number of errors in a communications circuit, system failures, or errors in lines of code |
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Term
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Definition
Problem Statement
Who is the customer
Clarify facts
What do you want to accomplish
Project Charter |
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Definition
Data collection
Define inputs and outputs
How are you going to measure process |
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Definition
Gaps between current performance and “goal” performance
Describe data (statistically)
Identify sources of variation
Statistical analysis
Control charts? Pareto charts? |
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Definition
Solutions to “fix” the problem
KISS
Occam’s razor
Create implementation plan
Implement solutions |
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Definition
Monitor the improvements
Measure variation (control charts)
Update policy, procedures, process documentation |
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Term
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Definition
- Remember it is cyclical and you keep doing it till you get it right
Plan
Do
Study
Act |
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Term
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Definition
- What are we trying to accomplish?
- What changes can we make that will result in an improvement?
- How will we know that a change is an improvement? |
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Term
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Definition
-Understand and clarify the process
-Data
-Flowcharting
-Brainstorming |
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Term
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Definition
- Collect data
- Analyze and prioritize
- Determine most likely solutions
- Test whether our action really works before we make it a routine part of our daily operations |
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Term
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Definition
- At the end of the pilot period, determine whether the action has had the desired effect.
- Is the modified process stable?
- Did the process improve? |
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Term
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Definition
- If the action works:
- Make it part of routine operations
- Continue to gather data to make sure you are holding the gains
If the action does not work:
- Return to the Plan stage
- Use the test to plan a better action |
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Term
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Definition
Flowcharts
Run Charts and Control Charts
Check sheets
Histograms
Pareto Diagrams
Cause-and-Effect Diagrams
Scatter Diagrams |
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Term
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Definition
- When the data are numerical.
- When you want to see the shape of the data’s distribution, - especially when determining whether the output of a process is distributed approximately normally.
- When you wish to communicate the distribution of data quickly and easily to others
(Bar charts use categorical data and histograms use discrete data) |
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Term
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Definition
| A Pareto chart is a bar graph. The lengths of the bars represent frequency or cost (time or money), and are arranged with longest bars on the left and the shortest to the right. |
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Term
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Definition
- Variable data are measured on a continuous scale. For example: time, weight, distance or temperature can be measured in fractions or decimals.
- Applied to data with continuous distribution |
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Term
| Attributes control charts |
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Definition
- Attribute data are counted and cannot have fractions or decimals. Attribute data arise when you are determining only the presence or absence of something: success or failure, accept or reject, correct or not correct. For example, a report can have four errors or five errors, but it cannot have four and a half errors.
- Applied to data following discrete distribution |
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Term
| Patterns in control Chart |
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Definition
| Trends in either direction, 6 points. Investigate for cause of progressive change |
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Term
| When to use a control chart? |
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Definition
- Controlling ongoing processes by finding and correcting problems as they occur.
- Determining whether a process is stable (in statistical control).
- Analyzing patterns of process variation from special causes (non-routine events) or common causes (built into the process).
- Determining whether the quality improvement project should aim to prevent specific problems or to make fundamental changes to the process. |
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Term
| Fishbone Diagram (Cause-effect, Ishikawa) |
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Definition
The fishbone diagram identifies many possible causes for an effect or problem. It can be used to structure a brainstorming session. It immediately sorts ideas into useful categories.
- People
- Software
+ Hardware
- Interfaces
- Management
- Vendor |
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Term
| Cause and Effect Diagram Causes |
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Definition
The four M’s
- Methods, Materials, Machines, Manpower
The four P’s
- Place, Procedures, Policies, People
The four S’s
- Surroundings, Suppliers, Systems, Skills |
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Term
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Definition
- People: Anyone involved with the process
- Methods: How the process is performed and the specific requirements for doing it, such as policies, procedures, rules, regulations and laws
- Machines: Any equipment, computers, tools etc. required to accomplish the job
- Materials: Raw materials, parts, pens, paper, etc. used to produce the final product
- Measurements: Data generated from the process that are used to evaluate its quality
- Environment: The conditions, such as location, time, temperature, and culture in which the process operates |
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Term
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Definition
| generates ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products within or outside the performing organization |
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Term
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Definition
| is a structured review of specific quality management activities that help identify lessons learned that could improve performance on current or future projects |
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Term
| The main outputs of quality control are: |
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Definition
Acceptance decisions
Rework
Process adjustments |
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