..

2011

, , ,

(value based criteria)


(manufacturing based criteria)

-.

- (conformance to requirements).

(used based ctireria)

(PDCA-cycle).

1750
1900
1930
(Walter A. Shewhart).
1940 .
-.
1950
Deming
(Juran).
1960 (Feigenbaum-Taguchi)
1970
(Zero Defects, Crosby)
1980

1990

.
2000 .

 :

( & )

.

.

:

Sashin Kaiser (1993)

()
, .
.

Hellsten Klefsjo (2000)

H ,
: , .

TQM-TOTAL QUALITY MAAGMEET

-

= &
.

= , , .

= -.

Gurus

Gurus

Walter Shewhart

W. Edward Deming

Joseph M. Juran

Philip Crosby

Armand Feigenbaum

Gurus


Kauro Ishikawa

Genichi Taguchi

Shigeo Shingo

Taiichi Ohno

Walter Shewhart

W. Edward Deming

Shewhart (Shewharts statistical process control)

Deming prize,

14 Deming
4

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.

,
.

.
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.
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Joseph M. Juran
Quality Trilogy

.
.

.

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5


 Quality Control Handbook

Armand V. Feigenbaum

(Total Quality Control)

:


(Prevention cost)

(Appraisal cost)

(Failure cost)

Crosby:

best seller Quality is free

(Zero defect).

Dr. Kaoru Ishikawa

- (Cause-Effect / Fishbone diagram)

Ishikawa: - , , .

& .

( ).

& .

Genichi Taguchi

(Quality loss function)

Jan Carlzon

:

: ,
.

1950

1980= ,
(Greek Management Association) (National Productivity

Center)
.
1981= . :


, &
.

1990= ISO 9000.

1994= ( Greek Quality Forum)
1995= EFQM 35
.
1997= .
2000= & .
& &
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1.
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5.
6. .
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.

,
. (Donabedian 1980)

,

(Thompson 1980)

1990 , &
.

1994 Gustafson & Hundt.

.

1995 Binsham & Clousing 780

.

4%
.

7% ,

45% ,

85%
.

Hamilton (1982) 90%

.

,
,
.

.
9

(underuse of Healthcare)

(overuse of Healthcare)

(malpractice)

(variation)

1.

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(20,5%)

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(13,7%)

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Baldridge

Joint Commission of Administration of Health Care Organizations (JCAHO)

Six Sigma approach

16

EFQM
EUROPEA FOUDATIO OF QUALITY MAAGEMET

1988,
.
14

900 ,
30 .

(NPO-National Partner
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EFQM
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EFQM ( EFQM
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19

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ISO 9001
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20

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EFQM , ISO 9001/2000

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EFQM ,
ISO 9001/2000 .

B AL ACE D S CO RE CARD

Balanced Scorecard (BSC)

.

.
.

25

 BSC
1. H ROA, ROE, EPS

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ROA, .
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.
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.

(Vision):

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PROJECT MAAGEMET

Project Management.
20 .
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26



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(Dennis Lock).

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Ishikawa ( )
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28

 Pareto
Pareto
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Pareto:
1.
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.
3. .
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29

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 CHOL
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33

 (X-bar chart)
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(brainstorming)
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34

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Deming
,
.
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Shewhart (Shewhart W.A 1981) Deming (Deming
W.E., 1986) :
1. , ,
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.
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36

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Nominal Group Technique
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37

Force field analysis

Kurt Lewin
.

.
.
1. .
2. .
3. .

Tree Analysis

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Fault tree analysis ( )

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38


6
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39

 SERVQUAL, ,
EFQM.

SERVQUAL

Parasuraman, Zeithaml Beny

.
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.
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(accessibility),
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.
(PDCACycle). Deming
Shewhart (Shewhart W.A 1981) Deming (Deming
W.E., 1986) :
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40

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