Background:In today's competitive business environment, for gaining and sustaining competitive advantage many businesses across the globe are applying various contemporary management practices including quality management. It has generally been recognised that by improving quality it is possible to improve both efficiency (by reducing or eliminating rework) and effectiveness (by being able to differentiate in terms of quality excellence) and thereby improve customer satisfaction. Quality is not only important for manufacturing industries (e.g. electronics or automobile) but also it is important for hospitality, health care, and agro-based industries including the food industry.

The health care industry is facing rising costs and an aging population, which has led to quality management in health care gaining increased attention. Health care organisations are compelled to implement quality management systems, not only to improve effectiveness of treatments and increase patient satisfaction, but also to ensure compliance with the strict health care regulations that characterise the industry.:

1.Identification of current trends, practices, and challenges facing the health care industry in terms of quality and safety.

2.Ascertain whether the quality management practices covered in this course can be used in improving the quality and safety aspect of health care leading to improved customer satisfaction / firm performance.Discusswhich quality management practices (e.g. performance excellence framework such as Malcolm Balridge Performance Excellence Framework, TQM, Six Sigma, ISO) are associated with the quality assurance outcomes in the health care industry.

3.Develop a quality management plan for addressing the current challenges.