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customer (internal)

the physicians, nurses and other professional personnel served by CS staff members


the consistant delivery of products and services according to established standards, quality integrates the concerns for the customers (including patients and user department personnel) with those of the department and facility

case cart

an inventory control system for products and equipment that is typically used in the operating room, an enclosed cart is prepared for one special surgical case and is not used for general surgical replenishment


the act of granting authority (power) to employees to make decisions within their areas of responsibility

process improvement

activity to identify and resolve work task-related problems that yield poor quality; the strategy of finding solutions to eliminate the root causes of process performance problems


a variance from expected standards

quality control

a technical, statistical sampling method that measures the quality of production


a measurable variable which relates to the outcome of patient care or employee safety

acceptance sampling

inspection of a sample from a larger lot to decide whether the lot should be accepted

random numbers (table)

a table of numbers generated in an unpredictable, haphazardous sequence that is used to create a random sample

technical quality control indicators

process control measures utilized to assure that planned technical conditions within sterilizers and aerators are met

failure mode and effect analysis (FMEA)

a process designed to predict the adverse outcomes of various human and machine failures to prevent future adverse outcomes

root cause analysis (RCA)

a process that "looks backwards" at an event to help prevent its future occurrence

sentinal event

an unexpected occurrence involving death, serious physical or psychological injury, or the risk thereof

quality assurance

a comprehensive and measured effort to provide total quality, also, a technical, statistical sampling method that measures production quality

total quality improvement (TQI)

the concept of measuring the current output or procedure and then modifying it to increase efficiency and or increase effectiveness

continuous quality improvement (CQI)

a scientific approach which applies statistical methods to improve work processes

processes (work)

a series of work activities which produce a product or service

total quality management (TQM)

a quality management approach based on participation of all members aimed at long-term success through customer satisfaction and benefits to all members of the organization and society

Six Sigma

a quality process that focuses on developing and delivering near-perfect products and services

Magnet Status

an award given by the American Nurses Credentialing Center to hospitals that satisfy factors that measure the strenght and quality of nursing care

ISO 9000

Is an international standard used by participating organizations to help assure that they consistently deliver quality services and products.

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