Quality Management Tools and Techniques

Topic: Mobile Medical Center

Assignment Submitted to:

Sir Riffat Abbas

Quality Management System Team

RIFFAT ABBAS RIZVI: INTERNALIONAL QUALITY ASSURANCE SPECIALIST

CLASS: MBA-4TH (A)

YEAR: 2012

Quality Plan for “Mobile Medical Center”

Quality Requirements:

Donor organizations provide funds for “Lives Saving” projects. These include relief operations that provide immediate support for medical security, shelter and other needs. Recovery operations rehabilitate lives by making communities active; involving people in livelihood restoration activities for immediate come back from human conflicts and natural calamities.

Mobile Medical Center carries the mandate to “avert illness and medical related problems”. Mobile Medical Center project in relief operations provide free medical to the people displaced due to human conflict or/and natural disasters. Free medical aid assistance is continued till the internally displaced people (IDPs) return back to their origin places. Provision of free medical aid continues till 6 months of return of displaced people. Recovery operations start after completion of relief operations.

Following are important measurable requirements of customer,

Quantity of medical service during relief and recovery operations; Number of families assisted during relief and recovery operations; Area of roads restored; Number of Health Centers Restored; Number of patients treated in the hospital; Number of Trainings provided to marginalized community;

Activities are started to achieve the above objectives by utilizing donors’ funds.

Quality Management & Organization World Health Organization focuses on managing quality through dedicated monitoring and evaluation units. WHO hires implementing partners to execute the projects that are designed to achieve aforementioned objectives. Following structure can be adopted for quality management in WHO operations.

Quality Manager

Quality Assurance Unit

Internal Audit Team External Audit Team

Quality Control Unit

Food Aid Monitors Third Party Monitors

Quality Improvement unit

Beneficiaries Feedback desk

Donors Feedback desk

Lessons leraned and best practices

(Monitoring)

Unit Name DesignationInternational Quality Assurance Mr. Riffat Abbas Quality ManagerQuality Assurance unit Mr. Ali Mustafa Sr. Quality Assurance SpecialistQuality Assurance unit Ms. Anam Nasir Quality Assurance AssistantQuality Control unit Ms. Mamoona Sajjad Sr. Quality Control SpecialistQuality Control unit Mr. Jawad Ali Kazmi Quality Control AssistantQuality Improvement unit Mr. Ghulam Abbas Sr. Quality Improvement Specialist

Quality Assurance Processes Requirements Check points and Review Points Review

MethodsReviewers

Quantity of medicines distributed during relief and recovery operations

Distribution prior to 2 months expiry of medicine Internal Project Reviews

Walk Through Inspection

Inte

rnal

Pro

ject

Rev

iew

s will

be

cond

ucte

d by

Inte

rnal

Aud

it Te

am in

clud

ing

qual

ity te

am, r

epre

sent

ative

from

Pro

gram

me,

Lo

gisti

cs, A

dmin

and

Fin

ance

. Int

erna

l Pro

ject

Rev

iew

s will

be

cond

ucte

d bi

-ann

ually

Wal

kthr

ough

Rev

iew

s will

be

cond

ucte

d re

gula

rly b

y M

edic

al

Aid

Mon

itors

, 3rd

Par

ty M

onito

ring

Team

. The

ded

icat

ed st

aff

will

con

sum

e 15

wor

king

day

s in

wal

kthr

ough

revi

ews

Dono

rs, P

roje

ct M

anag

er a

nd Q

ualit

y M

anag

er w

ill in

spec

t im

plem

enta

tion

of th

e pr

ojec

t and

the

resu

lts a

chie

ved

in re

lief

and

reco

very

ope

ratio

ns. I

nspe

ction

s will

be

plan

ned

acco

rdin

g to

don

or re

quire

men

ts n

eed

base

d.

Warehouse management at medicine Distribution Point Walk Through

Available commodities Vs distributed commoditiesInternal Project Reviews

Walk Through Inspection

Submission of medicine Release Note prior to medicines dispatches

Internal Project Reviews Inspection

Number of families assisted during relief and recovery operations

Distribution of medical service and medicines to rightly targeted medically insecure families

Internal Project Reviews

Walk Through

Understanding of WHO protection policy during distribution

Walk Through

Distribution to families conducted as per entitlement Walk Through

Area of roads restored

Number of people benefiting from road Walk Through

Area of road restored against planned

Internal Project Reviews Inspection

Number of Health Centers Restored

Number of people benefiting from hospital Internal Project Reviews

Number of hospitals with OPD facilities Walk Through

Number of hospitals with OT facilities Walk Through

Availability of Doctors and support staff in hospitals Walk Through

Number of patients treated

Number of patients who availed OT facilities Internal Project Reviews

Number of patients who availed OPD facilities Internal Project

in the hospitalReviews

Number of patients who availed family planning facilities Internal ProjectNumber of Trainings provided to marginalized community

Number of participants in disaster reduction trainings Walk Through

Number of participants in handicrafts trainings Walk Through

Number of participants in modern farming techniques Walk Through

Number of participants in kitchen gardening training Walk Through

Number of participants in bee keeping trainings Walk Through

Internal Project Reviews:

Internal Project Reviews will be conducted by Internal Work Performance Assessment Team. It will be conducted bi –annually and focuses on performance of planned deliverables against achieved deliverables. It will analyze the process and check compliance with work norms and WHO standard assistance practices. Internal project review will focus on the work done by participants and its impact on the lives of community. Findings of Internal project reviews will be used for improving project modalities.

Walk Through:

Walk Through reviews will be a regular part of operations. Dedicated staff hired for monitoring of project activities will look into the basic project implementation practices and compare it with standard project modalities. Walk through reviews will consume 15 working days during each month of Mobile Medical aid Monitors and Third Party Monitors. Third party monitors will be hired in case if security situation in any area is adverse and WHO medical Aid Monitors cannot visit the area to monitor the project.

Inspections:

Inspections will be conducted during distribution process, visit to areas where participants are performing some work and activities those are completed during early recovery operations. Inspections will be conducted on donors request and will also be a need based activity. Inspections will focus on validation of utilization of funds and verification of work performed by communities during early recovery operations.