• Quality Improvement in Health Care
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• v.7 no.1
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• pp.118-131
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• 2000

Background : A continuous healthcare quality improvement is needed to provide high quality healthcare service as well as to maintain trust in terms of satisfying the needs of the patients. Recently it also became an essential issue. in hospital management, recognized for it's competitive potentiality among healthcare organization groups. This study was conducted to analyze patient complaints and issues received by the Quality Improvement Department. Its purpose is to improve healthcare qualities within the hospital, as well as establish policies and appropriate strategies in hospital management. Method : From July 1st to September 30th of the year 1999, we analyzed all complaints and issues made by various patients and their families, which were received through 24 hour phone consultation, numerous suggestion boxes, letters and E-mails, The issues were classified into 16 different categories based on a Patient Satisfaction Assessment Tool. All data were segregated according to the departmental frequencies and their contents. To come up with for environmental and patient satisfaction improvement, all complaints or issues were communicated with hospital administrators, medical and nursing staff and employees. Comprehensive customer satisfaction activities including improving phone etiquette were discussed in Customer Satisfaction Team, CQI Team and each Department. All opportunities for improvement were implemented. Feedback actions were discussed. Results : A total of 317 cases were collected. Issues regarding parking and other accommodation facilities were most common complaints that were 14.5% of total. Issues regarding admission rooms (10.7%), admission procedures (10.7%), waiting room environment (8.8%), nurses and nurse assistants (7.6%), physicians (6.6%) and others (23%) followed. Thirteen of 45 departments received more than 8 complaints. The Nursing Department had the most complaint, receiving 9.8% of total complaints. Complaints regarding the Nursing Department were predominantly related to the environment of patient rooms. The Department of Psychiatry for phone etiquette (4.7%), Department of Otolaryngology for the nursing staff's attitude and phone etiquette (4.4%), and the Admission Department followed. As a part of efforts to improve patient satisfaction, a new parking structure was built and reallocation of the parking space was done. Renovation of other accommodation facilities were carried out by hospital administration, Monthly phone call and answering attitude survey was done by QI Department. Based on this survey we made a phone etiquette manual and distributed throughout the hospital. Compare to the last year, Patient Satisfaction Index measured by Korea Productivity Center using National Customer Satisfaction Index was improved 7 points. According to our organization's own study, we confirmed the phone etiquette was improved 11% than last year. Conclusions : Issues related to parking and other accommodation facilities ranked first followed by complaints made regarding the patient care area, the admission and cashier process, and nurses' and doctors' attitude. The Nursing and Psychiatry Departments need improvement regarding phone etiquette. Results were shared and played a vital role in policymaking and strategic planning of the hospital. It is imperative that we keep our database updated by listening to and solving the needs of each patient. The CQI activities can be achieved only by full commitment of the hospital top management supported by related personal.

• Journal of Korean Academy of Nursing Administration
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• v.1 no.2
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• pp.388-407
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• 1995

This study is (a) to describe the history of Total Quality Management (TQM) generated in the industry, health care service, and nursing society ; (b) to define the concept, total quality management including the definition of quality ; (C) to explain the each principle of TQM theory developed by main theorists, E. Deming, J. Juran, and B. Crosby ; (d) to give the examples related to TQM implementation at the health care organization ; and (e) to mention the extent to which the health care organizations are able to evaluate their cultural organization toward TQM and have had the way to measure the effect of TQM implementation. TQM referred to Continuous Quality Improvement(CQI), Quality Improvement(QI), and Total Quality Improvement(TQI), was not recognized by experts in the United States industry, but by economists in Japan until the end of the 1970's. However, the United States' government led to introduce the principles of TQM to general industry as well as health care service area so that TQM became a main philosophy to manage the organizations in health care service. TQM is a structured, systematic process for creating organization-wide participation in planning and implementing continuous improvement in quality. E. Deming established the "Chain reaction in Quality" and the fourteen point of TQM. The Chain reaction in quality is to describe the relationship among the reduction of waste, rework, and delay, quality improvement, customer satisfaction, and productivity. There are fourteen points to explain the principles of TQM by E. Deming. Juran defined the "Quality Trilogy" to improve the level of quality in any organization. Quality Trilogy has three steps such as quality planning, quality control, and quality improvement for implementing the TQM projects. Crosby describes his TQM theory by establishing "Four Absolutes" and "Fourteen steps in TQM" implementation. Until now, most healthcare organizations have made efforts to organize the TQM task team and to implement TQM principles with various issues. There are three priorities to select the TQM issues : High-volume, High-risk, and Problem-prone. However, there is no absolute, credible measurement yet to evaluate the effects of TQM implementation in health care organization regardless of the classification of health care organizations, geographical background, and social influence. Thus, developing the evaluation way in terms of TQM is the foremost task in health service area. The most important thing for TQM implementation in the organization is to settle up the concept, cultural transformation from traditional management toward quality.

• Journal of Engineering Education Research
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• v.11 no.2
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• pp.42-49
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• 2008

Though the 'Program Educational Objectives' is the first and important criterion in ABEEK's engineering education accreditation, exact meaning and implementation methods have not been understood well. It was often confused with 'Program Outcomes' and its implementation and evaluation methods do not reflected well on the concepts of "outcomes based and demand driven education". A new implementation model for 'Program Educational Objectives' has been developed using step by step application. The model explains the meaning of every step (phase), and key constituents in each phase. The specialization and CQI of the program could be satisfied by applying the model properly.

• Journal of Engineering Education Research
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• v.10 no.1
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• pp.77-85
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• 2007

Though accreditation demands considerable ongoing effort on the part of the college, about 10 percent of Korean engineering colleges has been accredited for 5years by ABEEK. It is true that engineering accreditation contributed the Korean engineering education to improve. Many engineering colleges which had prepared the engineering accreditation developed the integrating system for the engineering education, and over 50 engineering education research centers which assisted to programs in accreditation were founded. Also the faculty commitment to quality programs and excellence in teaching, continuous counseling for students, portfolio guiding and continuous quality improvement(CQI) etc. were performed for accreditation preparation. The engineering colleges preparing accreditation has made efforts for satisfying accreditation criteria, but it is difficult of modifying education systems which have been maintained by now. In addition, engineering colleges need guideline how to satisfy standards. The purpose of this study is to analyze draft statement of 4 universities which were evaluated in 2006 and to suggest the minimal resources for engineering colleges to prepare accreditation.

• Journal of Digital Convergence
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• v.18 no.11
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• pp.177-185
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• 2020

The spread of COVID-19 has caused confusion in the education field as it has led to the implementation of untact classes without preparation. The purpose of study is to find ways to effectively design and operate untact classes for tax accounting department. The survey and FGI were conducted on professors and learners. As a result, video classes through lecture shooting and PPT-based video conversion were the most utilized. Students prefer these two types most, because they can learn repeatedly regardless of time and space. The improvement measures are as follows. For video classes that reflect various characteristics of the subject, supporting for equipment and human resources is needed, and for professors, teaching support for untact classes and education on equipment manipulation is needed. Continuous Quality Improvement for untact classes should be overhauled. In the future, in-depth research is needed to various majors, this will help find ways of untact classes suitable for the characteristics of the subjects.

• Journal of Engineering Education Research
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• v.9 no.4
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• pp.71-82
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• 2006

To accomplish the educational objectives of a department, a system for CQI(Continuous Quality Improvement) is necessary. Improving the educational system by survey analysis is one of the most important factors for accomplishing the educational objectives. In general, survey analysis is carried out by using statistical distribution on an attribute or correlation analysis between two attributes. However, these analysis schemes have a limitation that they cannot find relations among various attributes. In this paper, an in-depth survey analysis method applying data mining techniques is presented. Data mining is a technique for extracting interesting knowledges from a large set of data. Survey from undergraduate students in the School of Computing of Soongsil University is analyzed in this paper by using a data mining tool, called Clementine. Results of Clementine analysis show the relationship between 'grade', and other attributes hierarchically, and provide useful information that can be applied in student consulting and program improvement.