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Quality Management Tools and Techniques

Topic: Mobile Medical Center



Assignment Submitted to:
Sir Riffat Abbas


Quality Management System Team

RIFFAT ABBAS RIZVI: INTERNALIONAL QUALITY ASSURANCE SPECIALIST




CLASS: MBA-4
TH (A)
YEAR: 2012










Quality Plan for Mobile Medical Center

Quality Requirements:

Donor organizations provide funds for Lives Saving projects. These include relief operations that provide immediate support for
medical security, shelter and other needs. Recovery operations rehabilitate lives by making communities active; involving people in
livelihood restoration activities for immediate come back from human conflicts and natural calamities.

Mobile Medical Center carries the mandate to avert illness and medical related problems. Mobile Medical Center project in relief
operations provide free medical to the people displaced due to human conflict or/and natural disasters. Free medical aid assistance
is continued till the internally displaced people (IDPs) return back to their origin places. Provision of free medical aid continues till 6
months of return of displaced people. Recovery operations start after completion of relief operations.

Following are important measurable requirements of customer,

Quantity of medical service during relief and recovery operations;
Number of families assisted during relief and recovery operations;
Area of roads restored;
Number of Health Centers Restored;
Number of patients treated in the hospital;
Number of Trainings provided to marginalized community;


Activities are started to achieve the above objectives by utilizing donors funds.












Quality Management & Organization

World Health Organization focuses on managing quality through dedicated monitoring and evaluation units. WHO hires implementing
partners to execute the projects that are designed to achieve aforementioned objectives. Following structure can be adopted for
quality management in WHO operations.



Quality
Manager
Quality Assurance
Unit
Internal Audit Team
External Audit
Team
Quality Control Unit
Food Aid Monitors
Third Party
Monitors
Quality Improvement
unit
Beneficiaries
Feedback desk
Donors Feedback
desk
Lessons leraned
and best practices
(Monitoring)

Unit Name Designation
International Quality Assurance Mr. Riffat Abbas Quality Manager
Quality Assurance unit Mr. Ali Mustafa Sr. Quality Assurance Specialist
Quality Assurance unit Ms. Anam Nasir Quality Assurance Assistant
Quality Control unit Ms. Mamoona Sajjad Sr. Quality Control Specialist
Quality Control unit Mr. Jawad Ali Kazmi Quality Control Assistant
Quality Improvement unit Mr. Ghulam Abbas Sr. Quality Improvement Specialist










Quality Assurance Processes
Requirements Check points and Review Points Review
Methods
Reviewers
Quantity of
medicines
distributed
during relief and
recovery
operations
Distribution prior to 2 months expiry of medicine Internal Project
Reviews
Walk
Through Inspection
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Warehouse management at medicine Distribution Point

Walk
Through
Available commodities Vs distributed commodities
Internal Project
Reviews
Walk
Through Inspection
Submission of medicine Release Note prior to medicines
dispatches
Internal Project
Reviews Inspection
Number of
families assisted
during relief and
recovery
operations
Distribution of medical service and medicines to rightly
targeted medically insecure families
Internal Project
Reviews
Walk
Through
Understanding of WHO protection policy during
distribution

Walk
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Distribution to families conducted as per entitlement

Walk
Through
Area of roads
restored
Number of people benefiting from road

Walk
Through
Area of road restored against planned
Internal Project
Reviews Inspection
Number of
Health Centers
Restored
Number of people benefiting from hospital Internal Project
Reviews

Number of hospitals with OPD facilities

Walk
Through
Number of hospitals with OT facilities

Walk
Through
Availability of Doctors and support staff in hospitals

Walk
Through
Number of
patients treated
in the hospital
Number of patients who availed OT facilities Internal Project
Reviews
Number of patients who availed OPD facilities Internal Project
Reviews
Number of patients who availed family planning facilities Internal Project
Number of
Trainings
provided to
marginalized
community
Number of participants in disaster reduction trainings

Walk
Through

Number of participants in handicrafts trainings

Walk
Through
Number of participants in modern farming techniques

Walk
Through
Number of participants in kitchen gardening training

Walk
Through
Number of participants in bee keeping trainings

Walk
Through











Internal Project Reviews:
Internal Project Reviews will be conducted by Internal Work Performance Assessment Team. It will be conducted bi annually and
focuses on performance of planned deliverables against achieved deliverables. It will analyze the process and check compliance with
work norms and WHO standard assistance practices. Internal project review will focus on the work done by participants and its
impact on the lives of community. Findings of Internal project reviews will be used for improving project modalities.
Walk Through:
Walk Through reviews will be a regular part of operations. Dedicated staff hired for monitoring of project activities will look into the
basic project implementation practices and compare it with standard project modalities. Walk through reviews will consume 15
working days during each month of Mobile Medical aid Monitors and Third Party Monitors. Third party monitors will be hired in case if
security situation in any area is adverse and WHO medical Aid Monitors cannot visit the area to monitor the project.
Inspections:
Inspections will be conducted during distribution process, visit to areas where participants are performing some work and activities
those are completed during early recovery operations. Inspections will be conducted on donors request and will also be a need
based activity. Inspections will focus on validation of utilization of funds and verification of work performed by communities during
early recovery operations.