Introduction-

Laboratory Quality
Management System
 Learning Objectives
At the end of this activity, student will be able
to:

● Explain the importance of a quality

management system
● List the quality system essential elements
● Describe the history of development of
quality principles
● Discuss relationship of this quality model to
ISO and CLSI standards

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The Quality Management System

Organization Personnel Equipment

Purchasing Information
& Process Management
Inventory Control

Documents Occurrence
& Management Assessment
Records

Process Customer Facilities

Improvement Service &
Safety

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What is Quality?

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Achieving a 99% level of quality

1%
means

accepting a 1% error rate

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 In France a 1% error rate
would mean everyday
● 14 minutes without water or electricity
● 50,000 parcels lost by postal services
● 22 newborns falling from
midwives’ hands
● 600,000 lunches contaminated
by bacteria
● 3 bad landings at Orly Paris airport

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Result: 1% failure

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Essential to all aspects of
health care are laboratory
results that are
● accurate,
● reliable, and
● timely

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Laboratory errors cost in

time

personnel
effort

patient
outcomes

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 Organization Personnel Equipment

Purchasing Information
& Process Management
Inventory Control

How do we
achieve Documents Occurrence

excellent
& Management Assessment
Records

performance in
the laboratory? Process Customer Facilities
Improvement Service &
Safety

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Quality Management System Definition
Coordinated activities to direct and
control an organization with regard
to quality (ISO,CLSI).

All aspects of the laboratory operation

need to be addressed to assure
quality; this constitutes
a quality management system.

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Complexity of a Laboratory System

Preexamination
Reporting Patient/Client
Prep
Sample Collection Personnel Competency
Test Evaluations
•Data & Laboratory
Postexamination
Management
•Safety
•Customer Service
Sample Receipt and
Accessioning

Record Keeping

Sample Transport
Quality Control
Testing
Examination

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 Path of Workflow
THE PATIENT Test selection Sample
Collection
Preexamination Phase

Sample
Transport

Laboratory Analysis
Examination Phase

Report Report
Transport Creation

Result Interpretation Postexamination Phase

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 WHY is the Path of Workflow essential
to consider in health laboratories?
The entire process of managing a
sample must be considered:
● the beginning: sample collection

● the end: reporting and saving of results

● all processes in between.

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Laboratory tests are influenced by
● laboratory environment
● knowledgeable staff
● competent staff
● reagents and equipment
● quality control
● communications
● process management
● occurrence management
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Twelve Quality System Essentials

Organization Personnel Equipment

set of
coordinated
activities that Purchasing Information

function as
& Process Management
Inventory Control

building blocks
for Documents Occurrence
&
quality
Management Assessment
Records

management
Process Customer Facilities
Improvement Service &
Safety

0
Organization Personnel Equipment

Purchasing Information
& Process Management
Inventory Control

Path of Workflow
Documents Occurrence
& Management Assessment
Records

Process Customer Facilities

Improvement Service &
Safety

0
Organization
Responsibilities,
Authorities

Quality
Policy

Communicatio

Provision
of 0
 Personnel

● human resources
● job qualifications
● job descriptions
● orientation
● training
● competency
assessment
● professional
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Equipment

● acquisition
● installation
● validation
● maintenance 0
Purchasing and Inventory

● vendor
qualifications

● supplies and
reagents

● critical 0
 Process Control

● quality
control

● sample
management
0
 Information Management

●
confidentiality
● requisitions
● logs and
records
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 Documents Records
creation collection
revisions and review review
control and distribution storage
retention

0
Occurrence Management

● complaints
● mistakes and
problems
● documentation
● root cause
analysis
● immediate
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Laboratory Assessment
Internal
Internal

Quality indicators
Audit program External
Audit review
Proficiency
testing (EQA)

Inspections

0
 Process Improvement

● opportunities for
improvement (OFIs)
● stakeholder feedback
● problem resolution
● risk assessment
0
Customer Service

● customer group
identification
● customer needs
● customer feedback

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 Facilities and Safety

● safe working
environment
● transport
management
● security
● containment
● waste 0
 Implementing
Quality Management
does not But it detects
guarantee errors that may
an occur and
ERROR-FREE prevents them
Laboratory from recurring

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Organizatio Personnel Equipment
n

Purchasing Information Laboratories not

& Process Management
Inventory Control
implementing a
quality management
Documents Occurrence
&
Records
Manageme
nt
Assessmen
t
system guarantees
UNDETECTED
Process
Improvement
Customer
Service
Facilities
&
ERRORS
Safety

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Laboratory
Quality Management System
Coordinated activities to direct
and control an organization
with regard to quality.

ISO 9000:2000

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Innovators of Quality

Walter W. Edwards
Shewhart Deming
1891-1967 1900-1993

Joseph Juran Philip Crosby Robert Galvin

1904-2008 (103 years) 1926-2001 b. 1922

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 A Brief History of Quality Management
Quality Management is not new.
Innovator Date Cycle
Walter A.Shewhart 1920s Statistical Process
Control
W. Edwards Deming 1940s Continual
Improvement
Joseph M. Juran 1950s Quality Toolbox
Philip B. Crosby 1970s Quality by
Requirement
Robert W. Galvin 1980s Micro Scale Error
Reduction

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 Standards Organizations
ISO CLSI
International Organization Clinical and Laboratory
for Standardization Standards Institute
(formerly known as NCCLS)
Guidance for quality in Standards, guidelines, and
manufacturing and service best practices for quality in
medical laboratory testing
industries
Broad applicability; used Detailed; applies
by many kinds of specifically to medical
organizations laboratories
Uses consensus process in Uses consensus process in
developing standards developing standards

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ISO Documents - Laboratory
ISO 9001:2000 Quality Management
System Requirements
Model for QA in design, development
production, installation, and servicing

ISO/IEC 17025:2005 General

requirements for the competence of
testing and calibration laboratories
ISO 15189:2007 Quality management
in the clinical laboratory

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 ISO 15189:2007
● The foundation of international
medical laboratory quality
management
● Medical laboratories–Particular
requirements for quality
and competence

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CLSI Quality Documents
HS1-A2 A Quality Management System Model
for Health Care
●describes quality system model, 12 essentials
●aligns to ISO 15189 and parallels ISO 9000
●applies to all health care systems

GP26-A3 Application of Quality Management

System Model for Laboratory Services
●describes laboratory application of quality system model
●relates the path of workflow to the quality system essentials
●assists laboratory in improving processes
●relates to HS1-A2 and ISO 15189
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 In summary
● Quality management is not new.

● Quality management grew from the

good works of innovators who defined
quality over a span of 80 years.

● Quality management is as applicable

for the medical laboratory as it is for
manufacturing and industry.

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 Key Messages
● A laboratory is a complex system and
all aspects must function properly to
achieve quality.
● Approaches to implementation will vary
with local situation.
● Start with the easiest, implement in
stepwise process.
● Ultimately, all quality management
system elements must be addressed.

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Organization Personnel Equipment

Questions?
Purchasing Information
& Process Management
Inventory Control

Comments?
Documents Occurrence
& Management Assessment
Records

Process Customer Facilities

Improvement Service &
Safety