1 king fahd university of petroleum & minerals department of construction engineering &...
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King Fahd University of Petroleum & MineralsDepartment of Construction Engineering & Management
CEM 515: Project Quality Management
Case study of 8-phases implementationHEALTH CARE FINANCES
Professor Abdulaziz A. Bubshasit
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Outline• Introduction and case description
• Objective
• The eight step process
• Define Quality Issue
• Understand & Define the process
• Select Improvement Opportunities
• Analyze the improvement opportunity
• Take action
• Check results
• Implement the opportunity
• Monitor results
• Summary
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Introduction and case description
• HEALTH CARE FACILITIES CONSISTS OF SIX OPERATIONAL DEPARTMENTS.
• THIS FACILITY SERVES THE CHEMICALLY DEPENDENT PATIENTS AND THEIR FAMILIES.
• THIS CASE STUDY FOCUSES ON QUALITY IMPROVEMENT OF FINANCIAL DATA AND INFORMATION HANDALING MANAGEMENT.
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•Objective
• To improve the Quality System in the health care facilities.
• To eliminate the system defects and financial losses.
• To set a new system and procedure
Methodology : the eight steps of CDPM Improvement Methodology have been used
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DEFINE THE QUALITY ISSUE
UNDERSTAND AND DEFINE PROCESS
SELECT IMPROVEMENT OPPORTUNITIES
ANALYZE IMPROVEMENT OPPORTUNITIES
TAKEACTION
CHECKRESULTS
IMLEMENT IMPROVEMENT
MONITOR RESULTS
TOTALCUSTOMER
SATISFACTION
THE EIGHT STEP PROCESS
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PHASE 1: Define Quality Issue
Communicate
results & manage
stakeholder
relations
Inaccurate Financial reporting
FINANCIAL REPORTING DOES NOT MEET CUSTOMER NEEDS AND EXPECTATION
INPUT
FORM QUALITY TEAM
BRAINSTORMING METHOD
PROCESS
OUTPUT
Availability of financial data for decision making
CustomerReporting system
Must be meet
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PHASE 2: Understand & Define the process
Improve the financial
report system
Defined mission
statement
Providing info. To six operational departments
Defined process
Input
Work flow diagrams(Identify top-level &top-down
Process)
Major disconnects in logical and physical
data links
Inadequate manual filling procedures
Process
logical and physical Data link
manual filling procedures
Output
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Phase 3: Select Improvement Opportunities
logical and physical Data link
manual filling procedures
Input
Process
The improvement opportunities
Manual transfer of information in different
format between 6 departments.
Output
Statistical Analysis Method
Absence of physical data links between the six departments was costing $1540 a week in terms ofredundant labor
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Phase 4: Analyze the improvement opportunity
The improvement opportunities
Manual transfer of information in different
format between 6 departments.
Input
Cause-and-effect analysis diagram
Single source for data & information
Financial data considered
personnel data not
corporate data
Financial data shallbe corporate notpersonnel data
Process
Output
Project Objective
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Phase 5: Take action
Financial data shallbe corporate notpersonnel data
Input
Project Objective
BRINSTORMING &SELECTION TOOLS(TO CONFIRM CUSTOMER NEEDS)
USER ACCEPANCE TESTQFD “HOUSE OF QUALITY”
WBS DEVELOPED TO PROVIDE GRAPHIC
PICTURE OF DELIVERABLE
(HARDE &SOFT WARE, SCREENS, DATABASE)
New mental model of the new system designed.
New operation procedure.
OU
TP
UT
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Phase 6: check resultsPhase 6: check results
New mental model of the new system designed.
New operation procedure.
DATA STATISTICAL ANALYSIS
THE DEVELOPED USER ACCEPTANCEPLAN
IMPLEMENTED
Prototype system
reviewed and accepted
processinput
Accepted design and operation procedure of the new system
Project deliverable for implementation
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Phase 7: Implement the improvementPhase 7: Implement the improvement
Accepted new systemfor implementation
The new system is running
Writing manuals and procedures
Training and education
processinput
The new system along with all requiredprocedure, operation and maintenance
manuals and training guide.
Output
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Phase 8: Monitor results
New system improvement
opportunities
operational new system meeting customer needs
INPUT
New opportunities
From customer feedback
Move again into project definition
PROCESS
OUTPUT
Total customer satisfaction
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•Summary
• Third party auditing system is recommended and shall be part of the health care facility policy.
• More effective and advanced measurement tools shall be utilized to alert the top management in case of deficiencies or deviation
• One year plan a head should be established and maintained as road map to wards successes and prosperity.
• Customer should do this practice at the beginning by implementing all quality system requirements to prevent losses and unnecessary cost impact.
• All these data and procedure shall be maintained and made available as lesson learn to every body in the organization.
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Thank You