ABSTRACT
This chapter explores how to improve the quality of the hospital. In the literature of quality management, there are three common methods: Total Quality Management (TQM), Six Sigma, and Lean. The objective of TQM is organizational performance in relation to the end goal of the holistic aspect, which is customer satisfaction. Six Sigma posits that customer satisfaction is achieved with the increase of minimum standards to drastically minimize waste. Lean achieves its objectives by continuous improvement and product distribution to the customer, followed by supervision and Six Sigma processes, until both are enhanced by values, methodologies, and tools from TQM. The tools commonly used in TQM, Six Sigma, and Lean, are seven quality control tools and seven management tools. The quality control tools are: check sheet, histogram, Pareto chart, Ishikawa diagram, charts, scatter diagram, and control chart. Meanwhile, the management tools are affinity diagram, interrelationship diagram, systematic diagram, matrix diagram, matrix data analysis, process decision program chart, and arrow diagram.
