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Management - Operations Management and Quality in Operations
Terms in this set (16)
Why do businesses and non-profits need profit?
So a business can keep serving society
Who makes sure the workflow is running efficiently?
An operations manager usually follows what theory?
What does that theory focus on? What does it emphasize?
"Command intent" theory
- focused on the outcomes (what needs to get done)
- emphasizes flexibility (so one can change the workflow to make sure it gets done)
- employees should be flexible on their own so they can achieve their goals without the operations manager being there all the time
True or false: Technicians can be the production worker, technical worker, and administrative, but NOT the knowledge worker. Only pharmacists can be the knowledge worker.
Since the pharmacist is the only knowledge worker, anything that distracts them from their tasks will create a BOTTLENECK in workflow.
Concept of Six Sigma and what has it been applied to?
It takes more time to fix a mistake so design your workflow/processes so that they are error-proof in the BEGINNING so that you don't have to deal w/mistakes later
1) 6 sigma dealt with machines and so they tried to apply this concept to humans (Human Sigma)
2) 6 sigma is used to design systems that are as close to fail proof as possible (ie. IV tubing that can't be attached to IT tubing)
Human Sigma focuses on what two things?
Was human sigma successful?
Human Sigma focuses on:
1) employee engagement
2) customer engagement
Human sigma was UNsuccessful. Instead, the focus was on preventing errors using certain techniques.
A staff level of pharmacist in charge cannot change HOW operations are done, but they can impact what?
Staff level pharmacists and PICs can impact:
What are the approaches to scheduling?
1) chase scheduling
(where you schedule the ppl with the right skills at the right time based on when you need their skills or are the busiest; ie. Mondays and the beginning of the month)
2) level scheduling
(set mix of who (pharms/techs) is working when and the hours are set)
What is quality control?
Checking something after it is done to make sure it was done correctly
What is quality assurance?
QA is like 6 Sigma.
- designing a system to be as close to fail proof as possible AHEAD of time
- aimed at preventing errors
Continuous Quality Improvement - continuously finding ways to be better
4 steps of CQI
1) Background -
Find what causes the mistakes
2) Methods -
Ways to address the problem
3) Results -
See which method works best
4) Conclusion/Recommendation -
Pick the "fix" to use
What is the "matching game role" that pharmacists can fall into? Is this good or bad?
Matching game role = pharmacists match the Rx with the information on the medicine instead of focusing on whether the drug is APPROPRIATE.
The QA pharmacist is usually employed where? What do they do?
QA pharmacist in the hospital; they prevent prescription errors
After an error occurs, what is used? Describe it.
After an error occurs, the Root Cause Analysis (RCA) is used.
1) identifies what factors caused the error so the system can be REDESIGNED to not allow that error to happen again
Before an error occurs, a study can be done to id potential issues that might need attention. What is this called?
Before an error occurs, a study can be conducted to identify potential issues that might need attention. This study is called
Failure Mode and Effects Analysis
THIS SET IS OFTEN IN FOLDERS WITH...
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