#4951 Topic: Run Chart

296 CHAPTER 14: QUALITY ANALYSIS

Analysts need the ability to identify and quantify measures of quality, establish systems to monitor quality, and analyze quality use using scatter, run, and control charts. When signals indicate that variation is not natural, the analyst must employ diagnostic tools such as flow charts, fish bone diagrams, force field analysis, and

1 Pareto charts. To develop system revisions and/or to enhance the quality of out- comes, analysts also use brainstorming and consensus building techniques as well as general systems flow charting. ,

EXERCISES

14-1 Do a force field analysis (FFA) on the driving and restraining forces that influence your ability to do well in a specific academic course. One driving force may be "your desire to learn." One restraining force may be "your need to devote time to other work."

Table 14-5 Number of Student Complaints by Complaint Type

1 3 4 5 6 Total Visits 1',.,.....,

I . 1 34 38 16 45 13 103 824

! ~t 24 7 40 9 56 956 November 50 11 20 26 34 1167 December

67 \ 40 12 17 34 9 1034

January 13 31 10 12 15 45 645 February 20 I

I 60 4 13 ·9 6 1645

' 23 ! 97 18 23 4 3 1432 43

! 31 3 14 13 0. 745.

4 25 0 12 16 1 456

Total 81 196 139 257" 8904

Complaint ' 1. The uali received

2. Waiting time was too long

. Follow-up care was not available

4. Clinic was hard to find in the building

5. The medical care/treatment took too long

6. They could not find my medical record

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