Eavy E R, Conlon P F
Pharmacy Department, Catherine McAuley Health System, Ann Arbor, MI 48106.
Am J Hosp Pharm. 1993 Feb;50(2):275-9.
A team approach to problem solving in which a health care center and a supplier worked together to improve product quality is described and a detailed example is provided. When the health care center began using a new supplier for i.v. solutions and equipment, the supplier's incomplete product line and recurrent functional problems with products led to dissatisfaction of staff members. The supplier suggested that the health care center and supplier form a quality action team. The team addressed eight product concerns by using a total quality management process. For each concern, the team defined the problem and formulated a problem statement, collected data and determined the contributing factors to the problem, developed an action plan for solving the problem, and executed the plan and monitored its impact. After the first meeting, the team met monthly to monitor progress and discuss new ways they could work together to improve product quality and reduce costs. The implementation of the action plans allowed the health care center to realize cost savings and increased staff members' satisfaction with the supplier's products. A quality action team, composed of representatives from a health care center and one of its suppliers, used a total quality management process to solve problems to the satisfaction of both sets of participants.
描述了一种解决问题的团队方法，即医疗保健中心和供应商共同努力提高产品质量，并提供了一个详细的例子。当医疗保健中心开始使用一家新的静脉输液解决方案和设备供应商时，供应商产品线不完整以及产品反复出现功能问题导致工作人员不满。供应商建议医疗保健中心和供应商组建一个质量行动小组。该小组通过采用全面质量管理流程解决了八个产品问题。对于每个问题，小组定义了问题并制定了问题陈述，收集了数据并确定了问题的促成因素，制定了解决问题的行动计划，并执行了该计划并监测其影响。第一次会议后，小组每月开会监测进展情况，并讨论他们可以共同努力提高产品质量和降低成本的新方法。行动计划的实施使医疗保健中心实现了成本节约，并提高了工作人员对供应商产品的满意度。一个由医疗保健中心及其供应商之一的代表组成的质量行动小组，采用全面质量管理流程解决问题，使两组参与者都感到满意。
