Kuliah Sesi 2

Pengertian
tentang Manajemen Mutu

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 “Am I doing things
right?"

“Am I doing
the right things right?"

“Am I doing the right things

right the first time?"
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Table 1. The evolution of terminology for QI (1)

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Table 1. The evolution of terminology for QI (2)

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 Terminologi yg Penting (1)
• Quality: Gambaran atau karakteristik suatu produk atau jasa
yg menggambarkan 'fitness for purpose' yg terkait dg
kemampuannya memenuhi kebutuhan yg terungkapkan
(stated needs).
• Quality chain: Rantai antara pemasok & pelanggan
(suppliers and customers ) pelayanan kesehatan  keutuhan
rantai tsb penting untuk menjamin bahwa mutu pelayanan
dijaga.
• Total quality management (continuous quality
improvement): Suatu pendekatan atas peningkatan mutu yg
melibatkan komitment semua anggota dlm suatu organisasi
untuk memenuhi kebutuhan pelanggan external & internalnya.

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Ide ttg rantai mutu telah digunakan o/ sebagian besar organisasi
yg tlh mengembangkan program TQM. Ada 4 tahap yg berbeda
yg dpt dipelajari dr rantai mutu:
1. Inspection. Biasanya mrpk proses screening yg dilakukan
stl kejadian (an after-the-fact screening process) untuk
menilai mutu & kesesuaian yan. atau produk yg
dihasilkan.
2. Quality control. Monitoring dari proses pemberian
pelayanan pada setiap tahap dlm rantai produksi u/
menghilangkan penyebab kinerja yg tidak memuaskan.
3. Quality assurance. Penilaian mutu sistem & tahapan yg
dilakukan u/ meningkatkan mutu.
4. Total quality management. Penerapan prinsip-prinsip
manajemen mutu di setiap tingkatan organisasi. Hal9 ini
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membutuhkan perubahan perilaku staf 1 Oktu/2016berkomitmen
thd agenda manajemen mutu.
 Terminologi yg Penting (2)
 Benchmarking: Proses membandingkan kinerja
terhadap kinerja organisasi yg lebih baik
(panutan) pada industri tertentu (the leaders in a
particular industry) atau terhadap target.
 Capacity: Suatu ukuran atas kinerja
maksimum yg mungkin dapat dicapai oleh
suatu unit organisasi dalam kurun waktu
tertentu..
 Productivity: Suatu ukuran tentang seberapa
efisiennya input diubah menjadi output.

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 What is Quality?
 Spesifikasi & standard suatu produk
 Kesesuaian terhadap persyaratan
 Fitness for use
 Tanpa cacat
 Kepuasan konsumen

Ability to satisfy needs

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 The formal process of surveying a
hospital against predetermined
criteria & standards to determine
whether or not it complies w/ applicable
standards; such standards believed to be
related to the hospital’s ability to provide
services of acceptable quality.

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 Quality: keseluruhan karakteristik produk atau jasa
yg bear (tergantung) pada ada atau tidaknya
karakteristik tsb. dlm memuaskan harapan
konsumen.
 Quality Assurance (QA): Assurance of product’s
quality.
 In health care, the process of ensuring that clinical care
conforms to criteria or standards: a subset of quality
management
 implies Q assessment & corrective action if & when Q
problems are detected
 Quality Improvement: see p. 113
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 Quality of care: has 4 dimensions:
 Tecnical Q (sometimes referred to as Q of care)
 Cost of care
 Patient satisfaction
 Value trade-offs among the 3
 widely (and inadequately), the degree to which health services
for individuals & populations increase the likelihood of desired
health outcomes and are consistent w/ current professional
knowledge

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 Quality of care: has 4 dimensions:
 Tecnical Q (sometimes referred to as Q of
care)
 Cost of care
 Patient satisfaction
 Value trade-offs among the 3
 widely (and inadequately), the degree to which health
services for individuals & populations increase the likelihood
of desired health outcomes and are consistent w/ current
professional knowledge
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 Q didefinisikan pada tingkatan yang berbeda
 Pelayanan yang diberikan dokter dll:
 Technical: knowledge, judgement, skills
 Interpersonal
 Fasilitas penunjang
 Upaya kesehatan yang dilakukan pasien  Co-producer
 Merupakan gabungan dari kontribusi provider, pasien &
keluarga
 Pelayanan yang diterima masyarakat
 Akses terhadap pelayanan
 Kinerja provider
 Kinerja pasien dan keluarga
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 The aspect of mgt concerned w/ Q policy &
organisation’s production function
 From this perspective including, e.g.
 Mechanisms for producing products to specifications,
 Designing products that customers desire
 Producing the technologies that expand what can be
produced (product technology) & how well it can be
produced (process technology) & mechanisms for improving
QM.
 QM’s goal is quality maturity: its product, QI
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 Wassalamu’alaikum wr. wb.

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