IMPLEMENTATION ISO

9001:2000
PKU MUHAMMADIYAH
GOMBONG HOSPITAL

dr. MONTE SELVANUS LUIGI KUSUMA

Quality Management Representative
 He makes death and life, certainly that He was testing
you, who is the better charity among you. And He is the
Almighty, the Forgiving
(Al Mulk (67): 2)
 What is ISO?
 ISO is derived from the Greek word “isos”,
meaning "equal"
 International Organization for
Standardization is the network of the
national standards institutes of 160+
countries
 Part of United Nations initiative - is a non-
governmental organization
 Central Secretariat in Geneva, Switzerland
 OVERVIEW ISO 9001:2000
- Customer Focus (Customer Satisfaction)
- Leadership Involvement of People

- Continual Improvement:

- One issue after another keeps catching us

- No sooner do we sit to relax after fixing one issue do we
get another one!
- We seem to be in a constant fire-fighting mode
- We are always/mostly in a reactive mode rather than a
proactive one
BENEFITS OF ISO 9001:2000 IMPLEMENTATION
Internal :
1. Improvement in the hospital’s performance
2. Better working methods
3. Main tasks are undertaken more efficient and effective.
4. Media of continual improvement

External :
1. Increase of customers satisfactions
2. Stakeholders and customers’ complaints are handled
and anticipated better and better
3. Appreciation from external parties to the company’s
existence are increased.
 Customer satisfaction
Continual Improvement of
the Quality Management System

5.Management
Responsibility
CUSTOMER’S

CUSTOMER
ISO 9001:2000 Quality

Satisfaction
6. Resource 8. Measurement
Analysis and
Management Improvements

Management System

7. Product
Requirements Product Consumption
Realization
CONDITIONS ON PKU MUHAMMADIYAH
GOMBONG HOSPITAL

Hospital Quality Policies:

Melayani dg SEPENUH HATI dan
mengedepankan MUTU PELAYANAN
didukung dengan SUMBER DAYA YG
HANDAL dan SISTEM MANAJEMEN
MODERN guna memberikan rasa AMAN
dan NYAMAN serta KEPUASAN pada
semua pelanggan

(Source: Pedoman Mutu RS PKU Muhammadiyah Gombong, 2009)

QUALITY MANAGEMENT
SYSTEMS
DEVELOP
BUILD
STRATEGIC
QMS
PLAN

INTERNAL
MANAGEMENT
& EXTERNAL
REVIEW
AUDITS
 QUALITY MANAGEMENT
SYSTEMS

 BRIDGES THE GAP BETWEEN STRATEGY

AND EXECUTION

 PROVIDES NEEDED STRUCTURE

 DRIVES ACHIEVEMENT OF STRATEGIC

OBJECTIVES
 CUSTOMER FOCUS
MEET CUSTOMER REQUIREMENTS AND
EXCEED CUSTOMER EXPECTATIONS

Focusing on Customer Satisfaction:

 CUSTOMER COMPLAINT PROCESS

 CONTEXT SENSITIVE SOLUTIONS

 INTERNAL COMMUNICATION
IMPROVEMENTS
 INVOLVEMENT OF PEOPLE

 RESPONSIBILITIES AND AUTHORITIES

 TRAINING, AWARENESS & COMPETENCY

 OBJECTIVES REQUIRED
 PROCESS APPROACH
MANAGE ACTIVITIES & RELATED RESOURCES AS A
PROCESS

 DOCUMENT INTERRELATION OF PROCESSES

 DOCUMENT CONTROL

 ALL PROCESSES MONITORED

CONTINUAL IMPROVEMENT
CONTINUAL IMPROVEMENT SHOULD
BE A PERMANENT OBJECTIVE

 INTERNAL AUDITS

 CORRECTIVE ACTION

 PREVENTIVE ACTION
BENEFITS OF ISO 9001:2000 IMPLEMENTATION
Internal :
1. Improvement in the hospital’s performance
2. Better working methods
3. Main tasks are undertaken more efficient and effective.
4. Media of continual improvement

External :
1. Increase of customers satisfactions
2. Stakeholders and customers’ complaints are handled
and anticipated better and better
3. Appreciation from external parties to the company’s
existence are increased.
 STRUCTURE
 Quality Management Representative:
 dr. Monte Selvanus Luigi Kusuma
 Document Controller:
 Yuli Susilowati, SKep.Nurse
 Coo Internal Quality Auditor:
 Ahmad Ghozali, SAg
 Coo Communication Division:
 Munhamier, SH
 SUMMARY

After seeing Hospital Quality Policies

and ISO 9001:2000 there are
synchronies Between Hospital
Quality Policies and ISO 9001:2000

Certification (InsyaAllah) on June,

2009