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Measuring quality in service sectors

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The document discusses quality measures in different service sectors such as health, education, and others. In healthcare, quality dimensions include availability, access, equity, technical competence, timeliness, safety, respect, efficiency, effectiveness, and amenities. Key factors are availability of necessary treatments, affordability, equal treatment of all patients, safety, and respectful care. In education, quality relies on academic staff qualifications, library services, laboratory facilities, infrastructure, and career prospects for students. The goal is to provide students with an excellent academic education and skills to succeed after graduation.

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Measuring Quality In Different Service Sectors Prepared By :- Varmora Raxit V. PREPARED BY :- VARMORA RAXIT V.
Various service sectors Human health and social work activities Wholesale and retail trade Transportation Accommodation and food service activities Financial and insurance activities Professional, scientific, and technical activities Education PREPARED BY :- VARMORA RAXIT V.
Dimensions / Components of Quality in Health Services QUALITY HEALTH SERVICE HAS SEVERAL PARTS. FOR IMPROVEMENT IN QUALITY OF CARE, WE NEED TO UNDERSTAND THEM, IN FOLLOWING USUAL ORDER. Availability & Appropriateness Access &Affordability Equity & Equality Technical Competence & Skills Timeliness & Continuity Safety & Reliability Respect & Caring Efficiency Effectiveness & Efficacy Amenities PREPARED BY :- VARMORA RAXIT V.
Availability &Appropriateness The availability of a needed test, procedure, treatment or service to the patient in his needs. The degree to which the care / intervention provided is relevant and appropriate to the patients clinical needs, given according to the current state of knowledge. PREPARED BY :- VARMORA RAXIT V.
Access & Affordability Everyone should have access to quality health care. Access refers to the ability of the individuals, to obtain health services. Some of the factors that can affect access are: a) Distance: e.g. If the access to quality health care may becomes a problem due to far distance. b) Financial: e.g. where people cannot afford the services. c) Culture, beliefs and values PREPARED BY :- VARMORA RAXIT V.
Equity & Equality Quality services should be provided to all people who need them in a similar & equal way. Quality services should be available in all parts of the country, in villages, towns and cities without difference regarding gender, age, religion, nationality, sects, political issues, affordability, physical appearance or any other group, etc. PREPARED BY :- VARMORA RAXIT V.
Technical competence & Skills Technical competence as an indicator of quality assurance implies that we should have adequate knowledge and skills to carry out our functions in order to provide quality services. With respect to what we cannot do, we are expected to refer them to other centres or personnel who are more competent to handle it. Our practice should also be followed by- Standard Treatment Guideline. PREPARED BY :- VARMORA RAXIT V.
Timeless& Continuity The degree to which the needed test, procedure, treatment, service, or healthcare intervention is provided to the patient, at the most beneficial or necessary time, and is coordinated among service providers and organizations. Continuity means that the client gets the full range of needed health services, and that when the case is beyond us, we refer them to the right level. PREPARED BY :- VARMORA RAXIT V.
Safety &Reliability The safety of the patient and staff. The degree to which the risk of an intervention and the risks in the care environment are reduced for the patient and others, including the healthcare provider. Safety means that when providing health services, we reduce to the barest minimum injuries, infections, harmful adverse effects and other dangers to clients and to staff. PREPARED BY :- VARMORA RAXIT V.
RespectandCaring The degree to which the patient or a designee is involved in his/her own care decisions and to which those providing services do so with sensitivity and respect for the patients expectations and differences. It refers to the relationship among all stakeholders. We should show respect to our clients; feel for our patients; not be rude with them; not disclose information we get from them to irrelevant people. This all will bring about good relations and trust. Clients consider good interpersonal relationship as an important component of quality of care. PREPARED BY :- VARMORA RAXIT V.
Efficiency The efficiency with which services are provided. The relationship between the outcomes (results of care) and the resources used to deliver patient care. Efficiency is the provision of high quality care at the lowest possible cost. We are expected to make the best use of resources and avoid waste of our scarce resources. PREPARED BY :- VARMORA RAXIT V.
EffectivenessandEfficacy The degree to which the care/intervention is provided in the correct manner, given the current state of knowledge, in order to achieve the desired/projected outcomes. Type of care that produces positive change in the patient's health or his/her quality of life. The uses of treatments & procedures that are known to be effective with best possible efficacy in relation to the patients condition. PREPARED BY :- VARMORA RAXIT V.
Amenities These are indirect features that can be provided by our health facilities to make life comfortable and pleasant for clients. They contribute to clients' satisfaction and make clients willing to use our services. For example, cleanliness, comfortable seats & beds, television sets, media, educational materials & videos, indication signs, best possible general facilities and physical environment etc. in the healthcare entity. PREPARED BY :- VARMORA RAXIT V.
Measuring Quality in Education Sector Quality in education sector has several parts. For improvement in Quality of care, we need to understand them, in following usual order. Academic staff Library services Laboratory Facilities Infrastructure Facilities Career Prospects PREPARED BY :- VARMORA RAXIT V.
Academic staff Academic qualification of the academic staff directly affects the teaching. If depth of qualification is considered, institute from a staff has taken the education (i.e., their Bachelor, Masters or Doctorates) also has significant impact in thinking and inclination towards research. In addition to academic qualification, professional experience also plays vital role in education. Continue professional experience along with teaching develops double edged sward. Mere having knowledge is not sufficient for teaching, but academic staff must have powerful communication skills. In addition to communication skills, friendliness (up to somewhat level) with students is also required. PREPARED BY :- VARMORA RAXIT V.
Library Services Education institutes must have rich library which must have textbooks as well as reference books. Also, latest relevant journals, which can bridge education and industry is also essential in the library. Further, procedure to borrow books should be easy and library hours should be maximum. Concept of E-library is also admirable if possible. PREPARED BY :- VARMORA RAXIT V.
Laboratory Facilities In order to carry out experimental work, rich laboratories are required along with rich library Well qualified laboratory technicians are required to help research scholars. PREPARED BY :- VARMORA RAXIT V.
Infrastructure Facilities Adequate classroom and laboratories must be available. Facility of canteen as well as hostel should be available. For physical health, medical facilities should be available. PREPARED BY :- VARMORA RAXIT V.
Career Prospects Ultimately, the students should achieve academic excellence. Academic standard of the students must increase. Students must develop applied learning from their study. Students must be skilled such that they can face the competitive world to grab the job once they complete their education. PREPARED BY :- VARMORA RAXIT V.
PREPARED BY :- VARMORA RAXIT V.

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Measuring quality in service sectors

  • 1. Measuring Quality In Different Service Sectors Prepared By :- Varmora Raxit V. PREPARED BY :- VARMORA RAXIT V.
  • 2. Various service sectors Human health and social work activities Wholesale and retail trade Transportation Accommodation and food service activities Financial and insurance activities Professional, scientific, and technical activities Education PREPARED BY :- VARMORA RAXIT V.
  • 3. Dimensions / Components of Quality in Health Services QUALITY HEALTH SERVICE HAS SEVERAL PARTS. FOR IMPROVEMENT IN QUALITY OF CARE, WE NEED TO UNDERSTAND THEM, IN FOLLOWING USUAL ORDER. Availability & Appropriateness Access &Affordability Equity & Equality Technical Competence & Skills Timeliness & Continuity Safety & Reliability Respect & Caring Efficiency Effectiveness & Efficacy Amenities PREPARED BY :- VARMORA RAXIT V.
  • 4. Availability &Appropriateness The availability of a needed test, procedure, treatment or service to the patient in his needs. The degree to which the care / intervention provided is relevant and appropriate to the patients clinical needs, given according to the current state of knowledge. PREPARED BY :- VARMORA RAXIT V.
  • 5. Access & Affordability Everyone should have access to quality health care. Access refers to the ability of the individuals, to obtain health services. Some of the factors that can affect access are: a) Distance: e.g. If the access to quality health care may becomes a problem due to far distance. b) Financial: e.g. where people cannot afford the services. c) Culture, beliefs and values PREPARED BY :- VARMORA RAXIT V.
  • 6. Equity & Equality Quality services should be provided to all people who need them in a similar & equal way. Quality services should be available in all parts of the country, in villages, towns and cities without difference regarding gender, age, religion, nationality, sects, political issues, affordability, physical appearance or any other group, etc. PREPARED BY :- VARMORA RAXIT V.
  • 7. Technical competence & Skills Technical competence as an indicator of quality assurance implies that we should have adequate knowledge and skills to carry out our functions in order to provide quality services. With respect to what we cannot do, we are expected to refer them to other centres or personnel who are more competent to handle it. Our practice should also be followed by- Standard Treatment Guideline. PREPARED BY :- VARMORA RAXIT V.
  • 8. Timeless& Continuity The degree to which the needed test, procedure, treatment, service, or healthcare intervention is provided to the patient, at the most beneficial or necessary time, and is coordinated among service providers and organizations. Continuity means that the client gets the full range of needed health services, and that when the case is beyond us, we refer them to the right level. PREPARED BY :- VARMORA RAXIT V.
  • 9. Safety &Reliability The safety of the patient and staff. The degree to which the risk of an intervention and the risks in the care environment are reduced for the patient and others, including the healthcare provider. Safety means that when providing health services, we reduce to the barest minimum injuries, infections, harmful adverse effects and other dangers to clients and to staff. PREPARED BY :- VARMORA RAXIT V.
  • 10. RespectandCaring The degree to which the patient or a designee is involved in his/her own care decisions and to which those providing services do so with sensitivity and respect for the patients expectations and differences. It refers to the relationship among all stakeholders. We should show respect to our clients; feel for our patients; not be rude with them; not disclose information we get from them to irrelevant people. This all will bring about good relations and trust. Clients consider good interpersonal relationship as an important component of quality of care. PREPARED BY :- VARMORA RAXIT V.
  • 11. Efficiency The efficiency with which services are provided. The relationship between the outcomes (results of care) and the resources used to deliver patient care. Efficiency is the provision of high quality care at the lowest possible cost. We are expected to make the best use of resources and avoid waste of our scarce resources. PREPARED BY :- VARMORA RAXIT V.
  • 12. EffectivenessandEfficacy The degree to which the care/intervention is provided in the correct manner, given the current state of knowledge, in order to achieve the desired/projected outcomes. Type of care that produces positive change in the patient's health or his/her quality of life. The uses of treatments & procedures that are known to be effective with best possible efficacy in relation to the patients condition. PREPARED BY :- VARMORA RAXIT V.
  • 13. Amenities These are indirect features that can be provided by our health facilities to make life comfortable and pleasant for clients. They contribute to clients' satisfaction and make clients willing to use our services. For example, cleanliness, comfortable seats & beds, television sets, media, educational materials & videos, indication signs, best possible general facilities and physical environment etc. in the healthcare entity. PREPARED BY :- VARMORA RAXIT V.
  • 14. Measuring Quality in Education Sector Quality in education sector has several parts. For improvement in Quality of care, we need to understand them, in following usual order. Academic staff Library services Laboratory Facilities Infrastructure Facilities Career Prospects PREPARED BY :- VARMORA RAXIT V.
  • 15. Academic staff Academic qualification of the academic staff directly affects the teaching. If depth of qualification is considered, institute from a staff has taken the education (i.e., their Bachelor, Masters or Doctorates) also has significant impact in thinking and inclination towards research. In addition to academic qualification, professional experience also plays vital role in education. Continue professional experience along with teaching develops double edged sward. Mere having knowledge is not sufficient for teaching, but academic staff must have powerful communication skills. In addition to communication skills, friendliness (up to somewhat level) with students is also required. PREPARED BY :- VARMORA RAXIT V.
  • 16. Library Services Education institutes must have rich library which must have textbooks as well as reference books. Also, latest relevant journals, which can bridge education and industry is also essential in the library. Further, procedure to borrow books should be easy and library hours should be maximum. Concept of E-library is also admirable if possible. PREPARED BY :- VARMORA RAXIT V.
  • 17. Laboratory Facilities In order to carry out experimental work, rich laboratories are required along with rich library Well qualified laboratory technicians are required to help research scholars. PREPARED BY :- VARMORA RAXIT V.
  • 18. Infrastructure Facilities Adequate classroom and laboratories must be available. Facility of canteen as well as hostel should be available. For physical health, medical facilities should be available. PREPARED BY :- VARMORA RAXIT V.
  • 19. Career Prospects Ultimately, the students should achieve academic excellence. Academic standard of the students must increase. Students must develop applied learning from their study. Students must be skilled such that they can face the competitive world to grab the job once they complete their education. PREPARED BY :- VARMORA RAXIT V.
  • 20. PREPARED BY :- VARMORA RAXIT V.