Manajemen

Mutu
Terpadu
Manajemen Mutu Terpadu
Kuliah Sesi

Introduction: Overview

dr. Mary S. Maryam, MHA, PhD.

3 October 2015
Mary - MMT 1-IKM UHAMKA Angk 18

3 Oct 2015

Overvi
Overvi
ew
ew
Mary - MMT 1-IKM UHAMKA Angk 18

3 Oct 2015

3 Oct 2015

Mary - MMT 1-IKM UHAMKA Angk 18

Silabus

Subject: Management Mutu Terpadu

Time: Oct 2015
General instructional objective: mampu

memahami, berpikir analitis & kritis ttg topik2

yg relevan dg mgt mutu dlm konteks yankes
Specific instructional objectives: mampu
memahami konsep dan prinsip mgt mutu,
memahami masalah-masalah dan upaya-upaya
peningkatan mutu yan yg relevan dg keadaan
di tempat kerja
Mary - MMT 1-IKM UHAMKA Angk 18

3 Oct 2015

Silabus

Topics and sub topics for discussion:

Terminologi, konsep, prinsip manajemen mutu

terpadu
Beberapa pendekatan tentang upaya
peningkatan mutu
Upaya peningkatan mutu menurut quality
gurus
Peran mutu dalam pelayanan kesehatan
Harga mutu yankes yg baik & yg jelek
Team building dlm upaya peningkatan mutu
Bagaimana menilai mutu: introduction
Statistical tools yg sering digunakan dalam
5
Mary - MMTupaya
1-IKM UHAMKA Angk
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penigkatan
mutu 3 Oct 2015

Silabus

Methods: Lecture, question & answer sessions,

assignments, group (individual) discussions, group
(individual) presentations, and reflection

Facilitator: dr. Mary S. Maryam, MHA, PhD.

Media and supporting tools: LCD
projector, white board, exercises

Learning Process: Introduction, sharing

experiences, learning, summary

Evaluation: Mid-term exam, final exam,

individual and/or group assignment/presentation

Mary - MMT 1-IKM UHAMKA Angk 18

3 Oct 2015

Mary - MMT 1-IKM UHAMKA Angk 18

3 Oct 2015

Crosby, P. B. (1988). The eternally successful

Crosby, P. B. (1988). The eternally successful
organization:
the
art
of corporate wellness. New York:
organization:
theCompany
art of corporate wellness. New York:
McGraw-Hill
Book
McGraw-Hill Book Company
Berwick, D.M. (1990). Curing health care: new
strategies for quality improvement. San Francisco:
Josey-Bass
Scholtes, P. R. (1988). The team handbook: how to use
Scholtes, P. R. (1988). The team handbook: how to use
teams to improve quality. Madison: Joiner Associates,
teams to improve quality. Madison: Joiner Associates,
Inc.
Inc.
Arthur R. Tenner, Irving J. DeToro(1992) Total Quality
Arthur R. Tenner, Irving J. DeToro(1992) Total Quality
Management: Three steps to continuous improvement,
Management: Three steps to continuous improvement,
Reading, Massachussetts: Addison-Wesley Publishing
Reading, Massachussetts: Addison-Wesley Publishing
Company
Company

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4
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22
1
1

Daftar Pustaka

Mary - MMT 1-IKM UHAMKA Angk 18

3 Oct 2015

Hart, W. L. (1993). Extraordinary guarantees: a new

Hart, W. L. (1993). Extraordinary guarantees: a new
way
to
build
quality
throughout
your
company
and
way tosatisfaction
build quality
your company
and
ensure
forthroughout
your customers.
New York:
ensure satisfaction for your customers. New York:
Amacom
Amacom
Dalton, M. (1989). The Deming management method.
London: the Memory Book Division of W. H Allen &
Co. Plc.
Senge, P. M. (1990). The leaders new work: Building
Senge, P. M. (1990). The leaders new work: Building
learning organizations, Sloan Management Review
learning3211).
organizations, Sloan Management Review
(Reprint
(Reprint 3211).
Nick Goodwin, Reinhold Gruen & Valerie Isles (2006).
Nick Goodwin, Reinhold Gruen & Valerie Isles (2006).
Managing
health
services. Berkshire, England: Open
ManagingPress
health services. Berkshire, England: Open
University
University Press

88
77
6
6
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Daftar Pustaka

Mary - MMT 1-IKM UHAMKA Angk 18

3 Oct 2015

Fitzsimmons (2006). Service management:

operations, strategy and information
technology. Boston: McGraw Hill.

M. J. (1996). Thinking for a change:

Gelb,
Gelb, M. J. (1996).
Thinking
for acommunicate,
change:
discovering
the power
to create,
discovering
the power
toPress,
create,
communicate,
and
lead. London:
Aurum
Ltd.
and lead. London: Aurum Press, Ltd.

S.
R.
(1994).
First
things
first:
to
live, to
Covey,
Covey, S. R. (1994).
thingsNew
first:York:
to live, to
love,
to
learn,
to leaveFirst
a legacy.
love, to
learn, to leave a legacy. New York:
Simon
& Schuste
Simon & Schuste

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11
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Daftar Pustaka

Topik
Perlukah mutu, dan seberapa pentingkah
peran Q & QI dalam yankes?
Beberapa pengertian & pendekatan ttg
mgt mutu
Prinsip QI
Pengukuran mutu pelayanan?
Mutu & kinerja
Akreditasi RS
3 Oct 2015

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Angk 18

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QUALITY COSTS ...

But:

Poor Quality Costs More!!!

3 Oct 2015

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UHAMKA Angk 18

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3 Oct 2015

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Contoh Kasus

KELUHAN PASIEN
Melalui kotak saran?
Pernahkan dianalisis?

3 Oct 2015

Mary - MMT 1-IKM UHAMKA

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KELUHAN
Melalui
kotak saran, dll.
PASIEN

Komunikasi inadequat: dr-pasien, dr-dr, drperawat, perawat-adm, pasien-RS

Teknis: proses pelayanan, alokasi waktu utk
pemeriksaan fisik
Isue etik: ttg semua staff vs. pasien
kejujuran memberi informasi
Tidak adanya in-patient survey
Administratif: penjadwalan pemeriksaan
diagnostik, pemulangan pasien, rujukan &
transfer pasien
3 Oct 2015

Mary - MMT 1-IKM UHAMKA

Angk 18

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The Nine-Dot Problem

3 Oct 2015

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UHAMKA Angk 18

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Siapa yang ingin mutu nomor 2?

Kita ingin pelayanan terbaik

Pelayanan yang bermutu dan aman
3 Oct 2015

Mary - MMT 1-IKM UHAMKA

Angk 18

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Management Thoughts
Studies have shown that
96% of the customers who
are dissatisfied with an
organization's services don't
actually complain
3 Oct 2015

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Management Thoughts

3 Oct 2015

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QQ
ue
ue
sti
sti
on
on
ss
to
to
as
as
kk
yo
yo
ur
ur
se
se
lflf
Mary - MMT 1-IKM UHAMKA Angk 18

3 Oct 2015

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Why Is Quality Important?

Mengukur & mengelola (managing) mutu itu penting krn bbrp alasan:
1. Anda tak bisa mengclaim telah memberikan produk atau
pelayanan bermutu tinggi, kecuali anda tlh mengukur mutunya
2. Pengukuran saja tidak cukup. Tekad (niat, intention) u/ mengubah
sesuatu menjadi lbh baiklah yg membawa kearah mutu yg me.
3. Mutu harus dibangun pd saat produk (barang) & jasa dibuat, jika
tidak, mutu tak dpt ditambahkan belakangan.
4. Hrs ada komitmen thd mutu dr orang2 yg paling berpengaruh dlm
orgsi di yankes: mungkin para klinisi jika org plg top
mengharapkan ketidak-sempurnaan mereka memperolehnya.
Jika menginginkan kinerja yg baik maka staffnya akan
mengembangkan keiginan yg sama & mencapainya.
3 Oct 2015

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Angk 18

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TQM

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TQM

3 Oct 2015

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1 Solution to Nine-Dot Problem

3 Oct 2015

Mary - MMT 1-IKM UHAMKA

Angk 18

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Wassalamualaikum wr. wb.

Terima Kasih

3 Oct 2015

Mary - MMT 1-IKM UHAMKA

Angk 18

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