1. Certified Internal Auditor-NABH

2. Terms and definitions  Audit/ Assessment: Systematic, independent and documented process for obtaining evidence and evaluating it objectively to determine the extent to which assessment criteria are fulfilled.  Assessment Criteria: Set of policies, procedures or requirements.  Assessment Findings: Results of the evaluation of the collected assessment evidence against assessment criteria.  Assessment Plan: Description of the activities and arrangements for an assessment.

3.  Assessment Scope: Extent and boundaries of an assessment.  Auditor/Assessee: Organization being assessed  Assessor: Person with the demonstrated competence and authority to conduct an assessment.  Capability: Ability of an organization, system or process to realize a product that will fulfill the requirements for that product.  Competence: Demonstrated personal attributes and demonstrated ability to apply knowledge and skills.

4.  Continual Improvement: Recurring activity to increase the ability to fulfill requirements.  Correction: Action to eliminate a detected non-conformity.  Corrective action: Action to prevent re-occurance of a detected non- conformity or other undesirable situation.  Customer: Organization or person that receives a product/ service.  Customer satisfaction: Customer’s perception of the degree to which the customer’s requirements have been fulfilled

5.  Effectiveness: Extent to which planned activities are realized and planned results achieved.  Efficiency: Relationship between the result achieved and the resources used.  Non-conformity: Non-fulfillment of a requirement.  Preventive action: Action to eliminate the cause of a potential non-conformity or other undesirable potential situation.

6. Healthcare quality Good quality means providing patients with appropriate services in a technically competent manner, with good communication, shared decision making, with cultural sensitivity and with greatest efficiency.

7. Regulation An instrument mandated by the government to impose set of condition, which a healthcare organization must comply with, before and after it is permitted to operate in the country. It is based on the minimum standards, inspection, enforcement and public accountability.

8. Accreditation Public recognition of the achievement of accreditation standards by a healthcare organization, demonstrated through an independent external assessment of that organization’s level of performance in relation to the standard.

9. Basic Quality concepts Quality can be defined in the following ways:  Based on customer’s perceptions of a product/services design and how wee the design matches the original specifications.  The ability of a product/service to satisfy stated or implied needs.  Achieved by conforming to established requirements within an organization.  According to ISO 9000, Quality is defined as “The set of inherent characteristics that fulfills the requirements. Requirements are need which can be stated, implied, legal or obligatory.

10. Quality Evolution  Up to 1950: INSPECTION  1950- 1965: QUALITY ASSURANCE (QA)  1965- 1980: TOTAL QUALITY CONTROL  1980 & beyond: TOTAL QUALITY MANEGEMENT

11. Quality Evolution (Four Levels) Total Quality Management. Continuous Improvement. Customer Orientation. Empowered Employees Total Quality Control. Corrective and Preventive Actions. Company wide QA. Extensive use of QE Tools Quality Assurance. Corrective Actions. Statistical Process Control. Process compliance using 4-M Inspection. Corrections. Grading, salvage. Post Production Exercise

12. About TQM We are engaged in an on going journey of continuous, measurable improvement championed by empowered individuals at all levels of the organization. Our leadership philosophy inspires teamwork, and a sincere trust & belief in people which results in an enjoyable and productive workplace, dedicated to the highest possible level of customer satisfaction.

13. QUALITY SYSTEM Total Customer Delight Leadership & Management Commitment Teamwork & Employee Involvement Tools & Techniques for Continuous Improvement Constituents of TQM

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