作为寰球三大质量奖之一的鲍德里偶质量奖旨于增强美国产业的竞争力跟绩效程度,由美国第二十六届美国商务部少马尔科姆鲍德里偶(MalcolmBaldrige)提出并以其定名的马尔科姆鲍德里偶国度质量奖,由美国国会立法设立于1987年。正在1998年扩展到教导机构跟医疗照顾护士组织。
美国鲍德里偶国度质量奖意于发扬组织及企业的事迹卓著。表扬美国各种组织的质量事迹造诣宣扬他们事迹策略的胜利案例。美国鲍德里偶国度质量奖授予五大类组织:制造业、效劳企业、小企业、教导机构跟医疗照顾护士组织。
马尔科姆·鲍德里偶国度质量奖的根本概念有9项:
1.质量是由主顾终极肯定的
2.高层管理者须要缔造一种明晰的质量价值观,将其熔化正在组织的一样平常操纵上
3.杰出的质量是要经由过程计划及履行俱佳的轨制及进程去实现
4.精益求精必需成为一切轨制及进程的经管内容
5.缩短一切操纵及顺序所需的工夫,是质量改善的一个紧张组成部门
6.操纵及决议计划必需以究竟及数据为根据
7.一切员工皆要接管得当的锻炼及周全介入质量经管有关举止
8.进步计划的质量及增强次赝品的防备是质量管理系统的紧张部门
9.公司必需对供应商清晰解释质量的要求,并与供应商携手协作来改良质量
以下问题是针对安康照顾护士组织看待患者跟客户的部门问题,若是你是病院管理者,可以测验考试回覆一下本人病院做的怎样?
Howdoyouengagepatientsandothercustomersbyservingtheirneedsandbuildingrelationships?
1.ServiceOfferingsandPatientandOtherCustomerSupport:
1)HowdoyoudetermineHEALTHCARESERVICEofferings?Howdoyou
lDeterminePATIENTotherCUSTOMERandmarketneedsandrequirementsforHEALTHCARESERVICEofferings;
lidentifyandadaptserviceofferingstomeettherequirementsandexceedtheexpectationsofyourPATIENTandotherCUSTOMERgroupsandmarketSEGMENTS;and
2)HowdoyouenablePATIENTSandOtherCustomerstoseekinformationandsupport?HOWdoyouenablethemtoobtainHEALTHCARESERVICESfromyou?WhatareyourKEYmeansofPATIENTandotherCUSTOMERsupportincludingyourKEYcommunicationmechanisms?HowdotheyvaryfordifferentPATIENTandotherCUSTOMERgroupsormarketSEGMENTS?Howdoyou
ldetermineyourPATIENTS’andotherCUSTOMERS’KEYsupportrequirementsand
lDEPLOYtheserequirementstoallpeopleandPROCESSESinvolvedinPATIENTandotherCUSTOMERsupport?
3)HowdoyoudetermineyourPATIENTandOtherCustomergroupsandmarketSEGMENTS?Howdoyou
luseinformationonPATIENTSotherCUSTOMERSmarketsandHEALTHCARESERVICEofferingstoidentifycurrentandanticipatefuturePATIENTandotherCUSTOMERgroupsandmarketSEGMENTS;
lconsidercompetitors’PATIENTSandotherCUSTOMERSaswellasotherpotentialPATIENTSCUSTOMERSandmarketsinthissegmentation;and
ldeterminewhichPATIENTandotherCUSTOMERgroupsandmarketSEGMENTStoemphasizeandpursueforbusinessgrowth?
2.PATIENTandOtherCustomerRelationship
1)HowdoyoubuildandmanagerelationshipswithPATIENTSandOtherCustomers?HowdoyoumarketbuildandmanagerelationshipswithPATIENTSandotherCUSTOMERSto
lacquirePATIENTSandotherCUSTOMERSandbuildmarketshare;
lmanageandenhanceyourbrandimage;
lretainPATIENTSandotherCUSTOMERSmeettheirrequirementsandexceedtheirexpectationsineachstageoftheirrelationshipwithyou;and
lincreasetheirENGAGEMENTwithyou?
2)HowdoyoumanagePATIENTS’andOtherCustomers’complaints?HowdoyouresolvecomplaintspromptlyandEFFECTIVELY?HowdoesyourmanagementofthesecomplaintsenableyoutorecoveryourPATIENTS’andotherCUSTOMERS’confidenceenhancetheirsatisfactionandENGAGEMENTandavoidsimilarcomplaintsinthefuture?
若是你借愿望相识更多鲍德里偶质量奖正在医疗机构的其他评奖尺度,请转发该微信,并留下你的邮箱,我会发给您对于2015-2016年度的评奖尺度,感谢!