Quality Management
Autor: karun2000 • March 12, 2015 • Study Guide • 10,310 Words (42 Pages) • 999 Views
QUALITY MANAGEMENT
What is a product?
- A product is a tangible and a visible object. The quality of a product is the degree of adherence to a predetermined specification
What is a service?
- A service is the production of an intangible benefit which through some form of exchange satisfies an identified need
Diff btn Product and Service
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“Uno-Actu” Principle
This is the temporary concurrence of performance creation and performance consumption as well as unstoreability of services. Given the fact that services cannot be stored, they are usually produced and consumed simultaneously in accordance with the ‘uno-actu’ principle or ‘co-terminality’.
Health Services
Health services have some special features compared to other services: -
- Service provision is thru direct patient contact with involvement of several professionals e.g. nurses, doctors, physiotherapists
- Lack of opportunity for sampling/ trial and thus poor outcome is not reversible
- Limited choices e.g. in emergency and life threatening situations
- There is unclear cause-effect relationship
- Asymmetric information between provider and patient. Patient has to rely and trust on information given by the provider
Quality of Health Services is the degree to which health services for individuals and population increase the likelihood of desired health outcomes and are consistent with the current professional knowledge
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