[Strategic planning based on quality and its effects on specific indicators in Imam Reza hospital in Urmiyeh in the years 1378 to 1384]

ABSTRACT

During the time and variations which occur in technological, demographic, economical, and cultural issues many organizations have to change their policies, procedures and rules. For implementing and establishing total Quality management in an Organization one should focus the resources and facilities on processes until their owners [process owners]. So the process owners [staffs] will have the rights and ability to improve organizational processes by team works. Quality management systems should always and continuously respond to customer's needs and requirements. Consequences of implementing strategic planning baed on quality in Imam Reza hospital in Urmiyeh was evaluated by this study. Method: This was a descriptive study on economical and statistical datas in Imam Reza hospital. Indicators like; customer satisfaction, performing tasks appropriately, variation control, reducing treatment expenditure in clinical and paraclinical departments, personnel education, quality of services, customer requirements analysis, income increasing in different departments, and increase in normal delivery to cesarean section ratio were evaluated. Nearly all of these indicators showed improvement after implementation of the project and datas are presented in detail. Implementing Total Quality Management programs in this hospital resulted in higher degress of customer satisfaction and health indicators. These programs will lower the expenditure and indeed will end into a better state of productivity of the organization