1. Quality Management
Dental Clinic and Hospital Management I
Faculty of Dental Medicine, Rangsit University
Tuesday, 21 February 12
2. Contents
Standard VS Quality
Tools for Quality Control
International Standard Organization (ISO)
Financial Control
Balance Scorecard (BSC)
Benchmarking
Total Quality Management (TQM)
Thailand Quality Awards (TQA)
Risk Management
Tuesday, 21 February 12
3. Quality VS Standard
คุณภาพ
ภาวะ หรือสภาพที่เป็นคุณหรือเป็นประโยชน์ในทางธุรกิจและอุตสาหกรรม
สภาพที่เป็นคุณประโยชน์ และทําความพึงพอใจต่อผู้รับบริการ
มาตรฐาน
สิ่งที่ถือเป็นหลักสําหรับเปรียบเทียบกําหนดคุณค่าของบุคคลหรือสิ่งของ
Tuesday, 21 February 12
4. แนวคิดพื้นฐาน
คศ.1925 Walter A.Shewhart สร้างวงจร
คุณภาพ (Shewhart’s cycle- Plan Do Study
Action
คศ.1938 W. Edwards Deming คิด Deming’s
cycle (PDCA) เป็นผู้เข้าไปวางแนวทาง
คุณภาพที่ญี่ปุ่น (1993)
Joseph M.Juran ให้ความรู้ด้านการบริหาร
คุณภาพ (QM) จัดตั้งกลุ่มควบคุมคุณภาพ
(Quality control group: QCC)
Tuesday, 21 February 12
14. Financial Control
1
Financial ratios
Current ratio
Liquidity
Acid test
Debt to assets
Leverage
CA ÷ CL
Test liquidity more accurately
(CA-Inv) ÷ CL when inventories turn over slowly
or difficult to sell
T-D ÷ T-A
Times interest EBIT ÷ Interest
earned
charge
Profitability
Inventory
turnover
Sales ÷
Inventories
Total asset
turnover
Activity
3
The higher ratio, the more
leveraged the organization
Measure how many times the
organization is able to meet its
interest expenses
The higher the ratio, the more
efficiently inventory assets are
being used
Sales ÷ TA
Profit margin on
Net profit
sales
after taxes/ TS
Identifies the profits that various
products are generating
Net profit
after taxes/ TA
Measures the efficiency of assets
to generate profits
ROI
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Test the organization’s ability to
meet short term obligations
2
Budget analysis
4
Economic value added
(EVA)
Market value added
(MVA)
15. Balanced Scorecard Approach
Financial perspective
Internal processing perspective
Tuesday, 21 February 12
Customer perspective
Growth and development perspective
17. Benchmarking
Connect best practices to to strategies and goals
Identify best practice throughout the organization
Develop best practices reward and recognition systems.
Communicate best practices throughout the organization
Create a best practices knowledge-sharing systems.
Nature best practices on an ongoing basis
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Indicators
Input
Process
Output
Outcome
Management
Environment
19. Quality awards
Year
Country
1951
Deming prize
Japan
1984
Canada award
Canada
1987
Malcom Baldridge National Quality Award : MBNQA
USA
1988
Australian Business Excellence Awards
Australia
1991
European Quality Award: EQA
EU
1994
Singapore Quality Award: SQA
Singapore
1995
Japan Quality Award: JQA
Japan
1999
Education and healthcare version of MBNQA
USA
2001
Tuesday, 21 February 12
Description
Thailand Quality Award/Class: TQA/TQC
Thailand