A. Functions of Management Flashcards
The 4 functions of management
step 1. plan
step 2. organize
step 3. direct
step 4. control/evaluate
*planning is the basic function of management
The 4 things involved in planning (OPPT)
- objectives
- policies
- procedures
- time span
Part of planning function
Procedures
- details the steps
- specific guide for daily operations
- ex: ergonomics
associated with procedures
ergonomics uses what kind of chart
a flow chart and template assocaitated with planning
organizational chart shows
how the employee fits into the organization
what is this describing?
-shows relationship of positions and functions
- depicts lines of authority shown woth straight lines (chain of command)
- chain of command top to lowest
organizational chart
organizational chart
not shown in the chain of command
degree of authority at each level or informational relationships
2 kinds of span of control
- narrow span
- wide span
span of control
number of individuals or departments under the direction of the one individual
narrow span
requires more supervision
- more levels are created
- need more managers
- needed with newly hired personnel
wide span
doesnt require supervision
- fewer levels and fewer managers are needed
- used with highly trained and highly motivated workers
A food service manager who supervisies 35 employees has a problems with discipline and increased abesentism is experiencing
an excessive span of control
FTE:
full time equivalent
useful in palnning the budget for wages
absolute FTE
- minimum number of employees needed to staff the
facility - ONLY counts productive hours (hours actually worked)
FTE / day
labor hours worked per day/ 8 hour normal work load
* Labor hours worked includes full-time and part-time workers.
adjusted FTE
takes into account the benefit days and days off
FTE / week
labor hours worked per week / 40 hour normal work load
@ $20/hr how much salary is made a week for 1 FTE
step 1. $20x8hr (1 day)=160
step 2. 160 x32hr (4 days) = $51200
FTE / year
labor hours worked that year/ 2080 hrs
- A food service has seven 40-hour employees, five 20-hour employees, and three 16 hour employees. How many FTE’s are involved?
step 1: 7 employees x 40 hrs= 280
step 2: 5 employees x 20 hrs= 100
step 3: 3 employess x 16hrs = 48
step 4: add totals and divide by 1 FTE (40) = 10.7 FTE’s
- How many FTE’s can you hire with a weekly budget of $8640 if the salary is $12/hour?
step 1: $8640/$12=720hr
step 2: 720 hrs/40 = 18 FTE’s
relief workers
cover time off
To determine how many relief workers are needed to cover a full time employee multiply by
0.55
If you have 20 full-time positions how many relief workers are needed:
20 X .55 =11 relief employees
oral communication provides
immediate feedback
5 organizational communication channels
(directions on the organizational chart)
(1) downward
(2) upward
(3) horizontal
(4) diagonal
(5) informal channel (grapevine)
downward
uses memos for meetings and policy statements
- from Department Head down through the ranks of workers (chain of command)
- use procedure manuals
upward
more challenging if you do not use an open door policy
- from workers up to the Department Head
- open-door policy
- suggestion boxes
- grievance procedures
management needs to recieve vital inforamtion from lower levels
horizontal
- between departments (Nutrition and Nursing)
- between production and service within the Nutrition Department
On your meal rounds yo notice an elderly patient is not being fed prpoperly so you talk to the head of Nursing department
what kind of communication is this?
horizontal
diagonal
- minimizes time and effort expended in organizations
- between functions
- ex: ordering clerk in foodservice sends requests directly to purchasing department
informal channel (grapevine)
meets social needs of group
talking casually
productivity is the efficiency with which a production or
service activity converts inputs into outputs, expressed as ratios
ratio measures inputs and outputs
product ratio measures
how efficient we operate
inputs (resources)
labor, money, materials, facilities, energy
outputs (units of service)
meals, patient days, consults (service provided)
examples of productivity
- labor minutes worked per day
- trays per minute
- consults per labor hour
to increase productivity
increase the output or decrease the input.
if there is increase input and output, productivity will
remain constant
how do you find meal per labor hour
meals produced/# hours worked
Determine how many hours worked (if given in full-time equivalents, multiply by 40 if per week, multiply by 8 if per day)
20 FTE produced 2700 meals during one 40-hour week. How many meals were produced per labor hour?
step 1. 20 FTE X 40 hours (week) = 800 hours
step 2: 2700 meals/800 hours = 3.38 meals per labor hour
if asking per labor minute divide meals per labor hour by 60 instead of 40
delegation is the
instructions, motivate, provide training, require complete work, establish
- distribution of work to qualified people
- individuals are the adequate controls
ex: The general guid line
delegation
before delgating work a manager must have clear understanding of what they want done, give specific instruction, and -
- motivate
- provide training
- establish adequate controls
before delgating work to a subordinate first
evaluate skills and task difficulty
allowing an employee to change procedurers to achieve desired outcomes is an example of
delegation
what is the general guidline for starting a meeting
start on time
directing and controlling are the 2 management functions that require
the greatest allotment of time by a production manager
what do work simplification procedures do?
- increase productivity and decrease costs
- find and eliminate unnecessary parts of the job
- reduce motions and time required
- use shortest and straightest routes to move materials
simultaneous, symmetrical, natural, rhythmic, habitual
motion economy
exmaples of work simplification (6)
(1) motion economy
(2) occurrence sampling
(3) pathway chart or flow diagram
(4)operation charts
(5) process charts
(6) cross charts
observe random samples (intermittent observations) to determine percentage of time working or idle
occurrence sampling
scale drawing showing path of a worker during a process
pathway chart or flow diagram
or flow chart
- movement of hands; reduces transportation and replan work areas
- use both hands simultaneously and effectively
operation charts
steps involved in process using symbols
process charts
efficiency of equipment placement, studies work motions, shows number of movements between pieces of equipment
cross charts
when trying to cut down on the number of emplpyees on the tray line, evaluate
the number of work stations avaibale
look at the smallest part of the job (hand movements, steps taken)
It takes 14 mins to prepare 1 meal, and 300 meals are needed a week. How many FTEs are needed
step 1: 14 mins x 3 meals/day= 42 meals/min
step 2: divive 42 by 60 mins = .7 x 300 meals needed
step 3: divide answer from above 210 meals by 1 FTE
step 4: 210/ 40= 5.27 x 7 days/week
answer: 37 FTEs needed
what study
- Idea of being well-treated by supervisors
- if you involve people in the process, they become more productive
Hawthorn studies- Western Electric - by Elton Mayo
Hawthorn studies- Western Electric - by Elton Mayo
- productivity is due to
- worker were involved in an interesting experience, and were ___
- work breaks =
- employees given special attention
- well-treated by supervisors
- increased productivity
- placebo effect (special attention improves behavior)
Theory and author
- people inherently dislike work and will avoid it if possible
- authoritarian
- work-centered
- workers prefer to be controlled and directed by pressure; motivation through fear
MacGregor: Theory X (negative, autocratic)
Author associated with:
attitude of the manager toward employees has an impact on job performance (based on manager’s assumptions as to how employees view work)
if managers expectations are high then productivity is high
MacGregor
Author and theory
- work is as natural as play or rest
- management should arrange conditions so workers can achieve goals by directing own efforts
- democratic
MacGregor: Theory Y (positive, participative)
leadership styles (1- most controlling and 6 least controlling)
- autocratic
- consultative
- bureaucratic
- participative
- democratic
- free rein (laissez-faire)
asks for input, but makes major decisions alone
consultative
demands obedience, most control, full responsibility, crisis control
autocratic
makes decisions on their own
by the book, follows procedures to the letter
bureaucratic
- emerging trend in management
- Encourage workers to participate in decision-making.
- Uses quality circles: small group of employees who meet regularly to identify and solve problems
results are improved productivity, quality, and morale
participative
guides and encourages the group to make decisions
democratic
least control, allows group to make decisions
free rein (laissez-faire)
minimal direction and control
management theories
- uses behaivoral sciences, workers exist in social groups
- employee participation is needed for decision making
- improves morale and productivity
human relations (behaivoral) theory
human relations (behaivoral) theory
- the value of the company comes from the employees
- everyone affected by the descion is involved in the decision making
Theory Z (Ouchi)
Based on the premise: mutual- worker employer loyalty
Theory and author
- work-centered
- wants the least motivation needed by supervisor
- find the best way of performing tasks (workers trained to work at many efficiency levels
ex: assembly line, manufacturing
Scientific management- Taylor
focuses on the physical aspects of the job
what type of work environment does Taylor promote
- fastest pace possible and at maximum efficiency
systematic approach to improving worker efficiency
Managerial Characteristics
what are the 3 types skills in management?
hard skills can be taught, soft skills must be developed and nurtured
- technical (techniques, procedures)
- human
- conceptual
technical skills are important for a manager when needing understanding of and proficiency in a specific kind of activity or -
*at lower levels of management
kitchen supervisor
human skills are important at all levels but mostly at lower levels of management for a manger, and are -
interpersonal superisor
- needed to work effectively as a group member
ex: a supervisor being able to interact with different level employees
When are conceptual skills important for a manager
- at higher ranks on management
- need to be able to see ability to see organization as a whole
a supervisor promoted to department head needs fewer ____ and more ____
- technical and human skills
- conceptual
Theory and author
- has authoritative leader, controlled interactions, closely focused goals
- often sit in horseshoe formation
- silent generation of ideas by participants
- vote for final decision
modified brainstorming not chaotic
nominal group technique - Delbeca (generate innovative, creative ideas)
yields more ideas than traditional brainstorming
- designed to probe expert minds in a series of written interviews from which some consensus is sought
- participants do not meet
Delphi technique (consensus of experts)
managerial roles (3)
- informational
- interpersonal
- decisional
which managerial role
- monitor- onstantly searching for information
- disseminator - transmits information to subordinates
- spokesman - transmits information to people inside and outside
informational managerial role
whihc managerial role includes a
* leader: responsible for the work, hiring, training
* liaison - dealing with those inside and outside the organization
ex: when the manager updates the director about the activities occuring on the patient trayline
interpersonal role
which managerial role
* entrepreneur
* resource allocator
* negotiator
decisional
decisional managerial role
steps of problem solving (6)
- Recognize and analyze problem
- determine workable solutions
- gather data
- choose solutions (choose one and see how it works out)
- take action
- follow-up the action
managers spend of their time solving problems
cause and effect (fish) diagram focuses on-
* what influences the outcome
* on different causes of a problem
* asks what are the causes of the effects (results) you are seeking?
* and is represented by a-
useful in analyzing trayline accuracy
- series of connected arrows, each representing an important factor
cause and effect (fish) diagram is used to increase
- worker involvement in decision-making
ex: a facility with a labor turnover rate of 50% also experiences numerous eqipment malfunction (solution: employee training)
managerial traits (5)- power
ability to exert influence
- reward power
- coercive power
- position (legitimate) power
- expert power
- referent power (personality, charisma)
This is an example of what kind of power trait?
- ability to reward another for carrying out an order
- praise to reinforce certain behaviors
reward power
This is an example of what kind of power?
* negative side of reward power
* ineffective in motivating
* may create resistance
* used to maintain minimum standard of performance
coercive power
This is an example of what kind of power?
subordinate acknowledges that the influencer has the right to exert influence due to position
important for compliance
position (legitimate) power
ex: when a manager asks an employee to perfrom a task
This is an exmaple of what kind of power?
provides expertise
provides credibility
viewed as competent
important for compliance
relate to subordiantes perfoamce and satisfaction
expert power
This is an exmample of what kind of power?
the ability of an individual to influence others through loyalty, admiration, trust, and respect.
relate to subordiantes perfoamce and satisfaction
referent power (personality, charisma)
for an organization to function efficiently, a formal authorative system must be supplemented by
informal power and influence
what is a consultant RD okay to do vs not:
* plan future goals
* write policies and proceduress
* provide staff in-service
* supervision of dietary employees
supervision of dietary employees
2 supervisors for 1 employee is an example of
unsuccessful management
- may be called Minimum Wage or Wage Hour Law
- set minimum wage
b. for overtime work/(over 40 hours in 1 week) pay time and one-half
Fair Labor Standards Act 1938
minimum wage - listed at Bureau of Labor Standards
Fair Labor Standards Act 1938
amendment - Equal Pay Act 1963
prohibits discrimination on basis of sex.
Ten-digit identification number for providers and practitioners of heath care services. Used in standard transactions, such as in coordination of benefits between health plans, in healthcare claims, medical records
NPI National Provider Identifier
Credentialing is the process used to assess and verify the qualifications of a healthcare provider. Many insurance companies require RDNs to become credentialed in order to provide services for their members and in order to pay claims.
Which committee in charge of credentialing.
NCQA National Committee for Quality Assurance
an online credentialing portal that a provider can elect to share with multiple health plans or payer organizations. It eliminates the need for multiple insurance credentialing submissions.
CAQH ProView
A state agency issues a license to individuals who meet specified qualifications to practice a particular profession. Licensing statutes for dietetics and nutrition always include a title protection provision, which is designed to prevent unlicensed individuals from holding themselves out to the public as Dietitians, Nutritionists, or using other titles as specified in the statute.
What is this called
Licensure
court order to prevent someone from doing something
injunction
if a union memeber repeatedly arrives late, you should
report him to management
union
management must be present at
bargaining sessions
before a change in policy can be made it requires
50% of the union voting plus one are in favor of the change
in general, seniority in a union is used for
promotion, schedules, layoffs
b. steps in order of bargaining betweeen union and employer
- bargaining between union steward and management
- if fails: mediation
- if that fails: arbitration
neutral person helps settle differences
decison is NOT binding
mediation
hearing to dissolve a dispute during an impasse
decision is usually binding
arbitration
FINAL step in bargaining
Unions can negotaite
working conditions, vacations and holidays
not personnel requirements or strategic initiatives
what does this represent?
hour by hour
training
tasks and time
work schedule
list what steps
what to do and how to do it
no time limits
job breakdown
remove similar tasks to alleviate boredom
associated with routine jobs
job enlargement
- increases number of tasks and control the employee has over the job
- Maslow and Herzberg motivator (advanced training)
job enrichment
upgrades job by adding motivating factors
types of interviews
what type of interview uses checklist or preplanned strategy and minimizes personal biases
structured (directed)
provides the same informational for all
types of interviews
- no definite checklist
- more participation from applicant
- ex: “Tell me about your last job”, sales, counseling, management
allows the applicant to direct the conversation
unstructured (non-directed):
used with higher levels of personnel
useful in assessing interpersonnel and communication skills
- studies all aspects of job, done by worker and their supervisor
- conducted FIRST to collect information for job description
job analysis
- reflects required skills and responsibilities (list of duties)
- written AFTER job analysis
- matches applicants to job, orientation and training, employee appraisal
job description
- Personnel depart uses this when looking for employees to hire
- LAST thing written after job decription
- includes duties involved, conditions, qualifications (education experience)
Job specification
does not have detailed information as to what to do or time involved
best use of an employee evaluation is to improve their
** performance** by providing feedback
disciplinary actions steps (4)
steps taken to correct undesirable behavior
- oral warning
- written warning
- suspension
- dismissal
what kind of warning discusses nature, cause, corrective actions
temporary in record
oral warning
always appraoch discipline by speaking one on one first
ex: an employee consistently calls sick before and after holidays —> approach this by speaking to him for the reasons for absensce
what kind of warnging adresses a repeat violation or as first action if warranted
written warning
permanent in employee record
which disciplinary action forces leave of absence without pay
suspension
permanent record
labor turnover rate formula
number of employees terminated (seperated)/total positions in the department x 100
High labor turnover rate results in
higher labor cost (replacement, hiring, training)
Goal: low turnover rate
the purpose of budgeting in management
gives manager a basis for CONTROL
3 requirements for budgeting
- flexible
- adjustable according to changes
- usually reviewed monthly
Financial management begins with
the budget
what are the three types of budgets
- operating budget
- cash budget
- capital budget
what involves the forecast of revenues, expenses, and profit for a specific period of time
operating budget
what is the first component projected in a budget
operating budget
forecast sales or revenue (income) portion
AFTER this, budget expenditures- (labor, food, operating expenses) related to the in a budget projected level of revenue
what is a budget expenditure based on
cash-flow budget
estimates income and expenditure over time
what budget includes plant facilities, equipment, cost of improvements and repairs (service, maintenance contracts), expansions, replacements, long term, future renovations
capital budget
includes expenditures whose returns are expected to last beyond one year
A pro forma statement (hypothetical) projects
expected income, expenditures and profit
Resource allocation includes efficient allocation of people, materials, and equipment to meet the needs of the
operating system (can lead to cost savings).
The CPM, Critical Path Method, helps plan and control an operation. It identifies the most____, to best allocate limited resources.
critical activities
Food cost is the most readily ____ item and subject to greatest ____
- controlled
- change
These are all part of:
* menu planning - most important
* type of service - selective menu reduces waste and cost
* purchasing methods - group buying reduces costs
* receiving control - weigh in and check items against invoice (recieving, storage)
* storage and production control
Food costs
Formula for Edible Portion (EP) using as purchased (AP)
AP/Cooked edible weight = EP
What is one way to control costs and maintain customer satisfaction?
Use standarized portions
keep records of employee meals
Labor costs is less controllable than
food costs
operating cost is what % of the budget and incldues:
- 12-18%
- utlites (electicty)
- laundry
- cleaning
a small portion of the ovreall budget goes here
what factors effect cost control
food cost
labor cost
operating cost
What is able to show you a financial condition as of a particular date (static)
A balance sheet
analyzes operational effectiveness
a quick way to assess the financial condition of the business
a balance sheet includes
assests and liabilities
These are examples of:
* cash
* inventory
* accounts receivable (amounts owed to you)
assets (goods and products owned)
assets = liabilities + capital (equity, owner’s interest)
an income statment (revenue) and balance sheet both analyze
operational effectiveness
liabilities
amounts owed to others
assesses ability to meet short term debt- within 12 months (pay bills when due)
liquidity ratios
current assets and current liabilities (current: within 12 months)
- compares organization with similar ones
- compares ratios with those projected or with preceding ratios
= vano
financial ratios
use of formulas to analyze an organization’s financial position
assess ability to meet long term debt, solvency
net worth ratios
total assets and total liabilities; debt to asset ratio
shows current effectiveness of inventory control; are you efficiently using the assets to produce more income?
d. turnover ratios (asset management)
cost of sales (COGS or food cost) / average inventory cost =
inventory turnover rate
What shows:
* the managers ability to control the investment in the inventory
* how often inventory is being consumed and replenished
An inventory turnover rate
increases during the accounting period
A turnover rate of ____ is often desirable.
2-4 times per month
Inventory turnover rate
High ratios indicates -
Find the turnover rate:
Food cost for June $37380
Average inventory cost $17500
limited inventory is being kept
* Food cost: 37380/Average food cost 17500 = 2.136
* The inventory turned over 2.1 times that month.
Inventory turnover rate
Low ratios indicates
large amounts of money are tied up in stock/storage
a concern for stock not moving is spoilage
what is the amount of time needed to pay back the money invested in an item
payback period
how do you calculate pay back period
- add up the costs of the service.2
- Add up costs saved by using the new service.
- Divide costs of service/ dollars saved.
the hospital budget for the first 6 months is set at 80% occupancy rate. Budget figures for this level are listed below. The second 6 months will have an occupancy rate of 60%
what would the food cost be for the second 6 months
food cost: $30,000
labor cost: $25,000
operating cost: $24,000
- multiply 60% by the original food cost (30,000)
- get the new food cost and divide by 80%
- answer: $22,500
- add up actual costs for this year (labor cost, food cost, operating cost)
- Multiply times expected increase for future date
- Add the increase in cost to the current cost.
- Total all costs.
This will give you?
the projected balance for a future date
the organized gathering of data and information for the purpose of analyzing a service for the client
market research
The product or service is anything you
offer in exchange for money or something
client
A market segmentation divides the market into
groups of people with similar product needs
The process of identifying a need, assisting potential clients in recognizing that need, and filling that need
marketing
what represents an exchange of ownership: producer, processor, distributor, supplier, and customer
all of the steps involved in marketing
Marketing channel
demographic variables:
age, gender, race, education, income
what are the 4 market segmentations
- demographic variables
- geographic variables
- psychographic
- behavioristic
geographic variables
urban, suburban, climate, resources, cultural values
psychographic
- social class
- lifestyle
- motive
Innovators: high income, high self-esteem
Makers: lower income, focus on self-sufficiency, family-oriented Achievers: successful individuals, higher incomes Experiencers: young, impulsive, variety-seekers
behavioristic
occasions, loyalty, purchase volume
fixed cost/selling price - variable cost=
Breakeven point (BE)
point at which sales revenue (income) will exaclty cover fixed and variable costs
Breakeven Point
you don’t make or lose money
on a graph the BE point is where the
total cost line crosses (or meets) the revenue (sales) line
when cost increase the BE
increases
If revenue comes in less than BE that means you
lose money
Using the following information, determine the selling price of the meal used to determine the break-even point. Fixed costs $100, Variable costs per meal $5, Break-even point 20 meals
a. $10
b. $15
c. $5
d. $2.50
step 1. find total price using VC x BE (units)
step 2. Add FC to total price
Step 3. divide new total by units sold
answer 10
how do you calculate selling price using factor pricing method
does not include labor cost
mark up factor x raw food cost
how do you calculate mark-up factor
100/food cost %
Using the factor method, determine the selling price using the data below.
raw food cost 3.14; prepared food cost 5.21; labor cost 3.39, over head 1.12; factor 3.37
with factor method you are only taking into accound raw food and mark up factor
- use factor pricing method formula
- multiply 3.37 x 3.14 (raw food cost)
- answer: $10.58
how do you calculate selling price using prime cost method (raw food cost + labor cost involved in making the item)
step 1: determine prime cost: raw food cost + direct labor cost
step 2: determine price factor (markup)
step 3. add desired food cost percentage to percentage of direct labor cost
step 4: divide 100 by new total (from step 3)
selling price (price cost method) =
prime cost (raw food + labor cost) x price factor
How do you find labor cost per meal:
What is the labor cost per meal?
Total food purchased $32, 123
Total cafeteria sales $23,231
Total labor expenses $25,790
Meal equivalent factor $2.15
Total patient meals served 1923
step 1: find how many meals were served at the cafeteria (cafeteria sales/ mEq)
step 2. add number of meals served in the cafeteria to patient meals served
step 3. divide labor expenses by total meals served
answer: 2.03
mEq= food sales/ # meals
Accreditation organizations - certify, manage and promote quality improvement
ex: Medicaid: federal law administered by ___, payment for medical care for all eligible needy: __ ages, blind, ___, dependent children
Under Medicaid: ACA Patient Protection and ________ Act: opportunities to provide
___ under benefit category “Preventive and Wellness Services”
b. Medicaid: federal law administered by states, payment for medical care for all eligible needy: all ages, blind, disabled, dependent children
(1) ACA Patient Protection and Affordable Care Act: opportunities to provide
MNT under benefit category “Preventive and Wellness Services”
which organization validates Medicare compliance
DNV GL Healthcare accreditation
which organization accredits and certifies healthcare organizations
TJC The Joint Commission
which health insurance program is for people over 65; of any age with end-stage renal disease, employers and employees pay into it
medicare
CMS Centers for Medicare and Medicaid Services
what is provided by ACA Affordable Care Act to Medicare beneficiaries
A Wellness Visit (AW)
(2) Part B: optional insurance for supplementary benefits
RDNs are listed as an eligible medical professional who may screen and counsel Medicare beneficiaries.
In PART A medicare, a hospital inpatient stays under
PPS (Prospective Payment System) using predetermined rates for hospital discharges
what is the benefit for obese under Medicare Part B called
IBT Intensive Behavioral therapy:
Can only be provided by a physician
what are IBT requirements
- Coverage is granted only in primary care setting
- BMI must be >30
- continued treatment of weight loss assessed at the seventh month of treatment.
coding and billing insurance requirements
Which code is used for Clinical Modification and describes an individual’s disease or medical condition
a. codes for malnutrition
- ICD -10-CM (International Classification of Diseases 10th Revision)
a. E43 - E46
coding and billing insurance requirements
what code is five digits and describe the services rendered.
CPT Codes (Current Procedural Terminology)
MNT codes 97802, 97803, 97804 are used to report RDN provided services
which code is used to submit non-institutional claims to Medicare/Medicaid for Healthcare services
CMS 1500 form
what determines whether the goal of the intervention is worthwhile in terms of cost
compares program benefits to net savings
cost benefit studies (OR cost benefit analysis)
In a cost benefit analysis the value of the benefits derived from the intervention must
outweigh the costs of providing the intervention.
which analysis assumes that the goal of the project is worthwhile.
Cost effectiveness analysis
A cost effectiveness analysis tells you
which method of intervention is the most effective (in terms of value) in achieving the goal
A cost effectiveness analysis compares ___ using the results of ____
- costs of alternative strategies
- outcomes research
what works best for whom and at what cost
Evaluating quality patient by periodically assessung the outcome of nutrition therapy is an ex of what
CQI- continuous quality improvement
A problem-solving technique for coordinating process improvement
TQM Total Quality Management -PDCA cycle (plan, do, check, act) or PDSA (plan, do, study, act)
Continuous Quality Improvement (CQI) - integral part of TQM-
believes that systems and performance can always ____
improve
no an end point in quality efforts, uses outcome assessment
which philosophy suggests making continuous and small incremental improvements in process on a daily basis, rather than large revolutionary changes.
Kaizen philosophy “good change”
focuses on teamwork, discipline, improved morale, quality circles, and suggestions for improvement
A decision to feed patients in their rooms, rather than the cafeteria is based on:
the philosophy of the institution
the purpose of outcomes research is to determine
the most cost effective way to solve a problem
*
what is a serious event that requires further investigation each time it occurs
sentinel event
ex: NPO patient receiving regular tray
sentinel events indicators have a threshold of either 0% or 100% (never or always)
what are examples of 0% and 100%
- 0% food poisoning
- 100%. Dish-machine area floor is dry
- 100% oncology patient are fed within 5 days
The 4 functions of management
step 1. plan
step 2. organize
step 3. direct
step 4. control/evaluate
*planning is the basic function of management
