Abstract of Dissertation

Keyword : Electronic Medical Records (EMR), Hospital Information System (HIS), Information Technology (IT), Quality Management System (QMS

Objective : Not available

Background : Hospital Information System (HIS) and Electronic Medical Records (EMR) are considered prerequisites for the efficient delivery of high quality care and instrumental to the decrease in medical errors in healthcare delivery. Their purpose is to manage the information that health professionals need to perform their jobs effectively and efficiently. Organizations focus on helping care providers through these transformational changes in healthcare delivery, most of which are enabled by Information Technology (IT). IT services are a necessary support for most business processes, therefore the quality of IT support services is of high importance. A Quality Management System (QMS) in an IT support services project is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction creating value to the donor as well as the beneficiaries which justifies the definition of quality given by Joseph Juran, which is “Conformance to requirements or fitness for use”.

Methodology : Not available

Findings : The projects under consideration are performing and delivering well. This is mainly due to experienced and skilled resources. Hence, it can be concluded that the projects are people driven and not process driven. Also, having a quality set-up does not ensure complete awareness about all the quality processes amongst the team members. Few people in the team are unaware at some levels because certain things have been handled only by more experienced people in the team.

Recommendations : Thus, it is recommended that regular knowledge transfer sessions should be arranged across the teams with special focus on hands on trainings. Since number of junior resources is more, they should be involved in the various quality processes under the guidance of a mentor which will give a more hands-on experience on these processes and will be far more beneficial in order to make a project more process driven.

Organizations focus on helping care providers through these transformational changes in healthcare delivery, most of which are enabled by Information Technology (IT). IT services are a necessary support for most business processes, therefore the quality of IT support services is of high importance. A Quality Management System (QMS) in an IT support services project is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction creating value to the donor as well as the beneficiaries which justifies the definition of quality given by Joseph Juran, which is “Conformance to requirements or fitness for use”. This study tries to understand the Quality Management System (QMS) in Dell and the quality set-up in an EMR project. After understanding the processes in the quality management system with the help of the quality assurance team in the organization, a survey was designed and conducted to assess the knowledge about this set-up and the different quality processes amongst the various team members working on the projects. It also compares the present quality set-up in different EMR projects so as to establish quality processes for a project which lacks the necessary set up. It is a descriptive cross- sectional study conducted at Dell International Services, Bangalore and among the healthcare applications (EMR) support services project teams for three Organizations focus on helping care providers through these transformational changes in healthcare delivery, most of which are enabled by Information Technology (IT). IT services are a necessary support for most business processes, therefore the quality of IT support services is of high importance. A Quality Management System (QMS) in an IT support services project is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction creating value to the donor as well as the beneficiaries which justifies the definition of quality given by Joseph Juran, which is “Conformance to requirements or fitness for use”. This study tries to understand the Quality Management System (QMS) in Dell and the quality set-up in an EMR project. After understanding the processes in the quality management system with the help of the quality assurance team in the organization, a survey was designed and conducted to assess the knowledge about this set-up and the different quality processes amongst the various team members working on the projects. It also compares the present quality set-up in different EMR projects so as to establish quality processes for a project which lacks the necessary set up. It is a descriptive cross- sectional study conducted at Dell International Services, Bangalore and among the healthcare applications (EMR) support services project teams for three


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