18. Quality Assurance

As a result of successfully completing this chapter, students will be able to

•       Define “quality” in the context of Central Service operations and tell how to identify it.

•        Describe components in a quality Central Service program.

•       Discuss quality control indicators:

•       Administrative indicators

•       Customer satisfaction indicators

•       Technical indicators

  Explain the basics of Failure Mode and Effects Analysis and Root Cause Analysis.

•        Discuss common quality programs:

•       Quality assurance and process improvement

•       Continuous quality improvement

•       Total quality management

•       Other quality programs and standards

•        Review quality procedures in the Central Service Department