Chpt 18 Vocab Flashcards
Customer (internal)
the physicians, nurses, and other professional served by CS
Quality
the consistent delivery of products and services according to established standards
Empowerment
act of granting authority to employees so they make make decisions within their areas of responsibility
Process improvement
activity to identify and resolve task-related problems that yield poor quality
Cross-functional team
group of employees from different departments within the healthcare facility that works together to resolve operating problems
Failure mode and effect analysis (FMEA)
process designed to predict the adverse outcomes of various human and machine failures to prevent future adverse outcomes
Root cause analysis (RCA)
process that “looks backward” at an event to help prevent its future occurrence
Sentinal Event
an unexpected occurrence involving death, serious physical or psychological injury, or the risk thereof
Quality Assurance
comprehensive and measured effort to provide total quality
Total quality improvement (TQI)
concept of measuring the current output of a process or procedure and then modifying it to increase the output/efficiency/effectiveness
Continuous quality improvement (CQI)
scientific approach that applies statistical methods to improve work processes
Processes (work)
series of work activities which produce a product or service
Total quality management (TQM)
based on participation of all members aimed at long-term success through customer satisfaction and benefits to all members of the org/society
Six Sigma
quality process that focues on developing and delivering near-perfect products and services
Lean
quality process that focuses on eliminating waste in the production of products
