Beyond Standards

Article

Mroz, Jim; Berglund, Ronald   (2004, ASQ)   Michigan Management Technology Center, Plymouth, MI

Quality Progress    Vol. 37    No. 3
QICID: 19502    March 2004    pp. 46-49
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Article Abstract

A quality management system model for the healthcare industry based on ISO 9000 is preventing bureaucratic barriers from channeling resources away from customer service. The Sparrow Health System�s Sparrow Adult Outpatient Rehabilitation Services (SAORS) holds accreditation from the Joint Commission on Accreditation of Health Care Organizations (JCAHO) and the American Osteopathic Association (AOA). In December 2002 SAORS achieved registration to ISO 9001 to take advantage of the standard�s continual improvement concept. The Industry Workshop Agreement (IWA-1) is a popular model for healthcare QMSs based on other industries using ISO 9000 standards. By using IWA-1 and ISO 9001, SAORS was able to identify major improvement areas and prioritize needs while implementing the QMS. The organization expects to see cost savings, increased profitability, and improved customer satisfaction as the result of its ISO 9001 experience. In addition, SAORS has identified opportunities for QM!S process additions and improvements that exceed the baseline standards of ISO 9001.

Keywords

ISO 9000:2000,Quality management system (QMS),Standards and specifications,Accreditation,Case study,Continuous improvement process (CIP),Customer satisfaction (CS),Healthcare industry,ISO 9000


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