The purpose of this policy brief is to recommend to the...

The purpose of this policy brief is to recommend to the State of Florida a policy that will legalize same-sex marriage and acknowledge same-sex marriages recognized by laws in other states. This policy is necessary because current laws in Florida that restrict marriage to different-sex couples violate the US Constitution’s commitment to equal protection under the law and because the Due Process Clause protects individuals freedoms of personal choices, which includes their choice to marry and have a family. The benefits of this proposal far outweigh the disadvantages, and ensure equal rights of all citizens. I propose an amendment to the current Florida statutes and laws regarding the definition of marriage to include same-sex individuals†¦show more content†¦Section 2 of DOMA declares that â€Å"No State, territory, or possession of the United States, or Indian tribe, shall be required to give effect to any public act, record, or judicial proceeding of any other State, territory, possession, or tribe respecting a relationship between persons of the same sex that is treated as a marriage under the laws of such other State, territory, possession, or tribe, or a right or claim arising from such relationship.† Section 3 of DOMA prevented the federal government from recognizing any marriages between same-sex couples for federal laws or programs, regardless of being legally married in their own state. However, in 2010, the Supreme Court declared Section 3 of DOMA unconstitutional, forcing the federal government to recognize legal marriages of same-sex couples. This enabled committed same-sex couples that are legally married in their own states to receive federal protections. Same-sex couples should have access to the same marriage benefits as heterosexual couples. Prohibiting same-sex marriage is unconstitutional discrimination. Same-sex marriage is protected by the Constitution. 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Essay about State Wrestling Championship - 1627 Words

In the first 20 seconds of the match, I had the first take-down. I was working crossfaces, cheap tilts, and everything else I knew after my takedown. Then, I did what I do best and gave him a swift, hard crossface and cradeled him up. Squeezing with all my strength and might it took about 7 seconds of him being on his back and he was pinned! It took a total of 55 seconds to pin my first opponent at state. After my win, my team was lined up to congratulate me; I was the only member from our team to pin their opponent. The feeling of the referee raising my arm was one of the, if not, the best overwhelming feeling Ive ever felt in my life. Knowing that I won that match on my own gave me great confidence that I was just as good as anyone†¦show more content†¦I thought he was going to rip my whole body apart and slap me around on the mat. I knew that wasnt the right way to think going into a match so I kept telling myself that I would win. Petro-Risner, Mayberry-Hotchkiss, mat 4, said the announcer. With my legs wobbling arms tingling and heart pumping away, I stepped out onto the mat. The referee got ready, and there it was, the whistle. I sat there crouched down, ready to shoot in for the first take down, but for some reason I couldnt. We tied up head to head. I could feel his strength by his tight grip. We separated and I suddenly got a big burst of adrenaline. Boom, I shot in at his legs and two points went to me with the first take down. After that take down, everything I thought before was gone. I wasnt afraid of this kid. I was just letting myself think I was. I knew that I was not going to lose this match. When the clock ran out in the third period, the score was 9-8 in my favor. I did it. I defeated Jeff Petro in a tough 6 minutes of wrestling. It was Probably the toughest match Ive ever had to wrestle. There I was with 2 wins and on my way to the semi-finals. Only 2 of my teammates had made it that far. 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Iso 9000, Service Quality and Ergonomics Stanislav Karapetrovic Free Essays

To cite this document: Stanislav Karapetrovic, (1999),†ISO 9000, service quality and ergonomics†, Managing Service Quality, Vol. 9 Iss: 2 pp. 81 – 89 Permanent link to this document: http://dx. We will write a custom essay sample on Iso 9000, Service Quality and Ergonomics Stanislav Karapetrovic or any similar topic only for you Order Now doi. org/10. 1108/09604529910257948 Downloaded on: 17-10-2012 References: This document contains references to 27 other documents Citations: This document has been cited by 3 other documents To copy this document: permissions@emeraldinsight. com This document has been downloaded 1952 times since 2005. * Users who downloaded this Article also downloaded: * Rujirutana Mandhachitara, Yaowalak Poolthong, (2011),†A model of customer loyalty and corporate social responsibility†, Journal of Services Marketing, Vol. 25 Iss: 2 pp. 122 – 133 http://dx. doi. org/10. 1108/08876041111119840 Harold W. Webb, Linda A. Webb, (2004),†SiteQual: an integrated measure of Web site quality†, Journal of Enterprise Information Management, Vol. 17 Iss: 6 pp. 430 – 440 http://dx. doi. org/10. 1108/17410390410566724 Rabiul Ahasan, Daniel Imbeau, (2003),†Who belongs to ergonomics? An examination of the human factors community†, Work Study, Vol. 52 Iss: 3 pp. 123 – 128 http://dx. doi. org/10. 1108/00438020310471917 Access to this document was granted through an Emerald subscription provided by ISLAMIC UNIVERSITY OF GAZA For Authors: If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Please visit www. emeraldinsight. com/authors for more information. About Emerald www. emeraldinsight. com With over forty years’ experience, Emerald Group Publishing is a leading independent publisher of global research with impact in business, society, public policy and education. In total, Emerald publishes over 275 journals and more than 130 book series, as well as an extensive range of online products and services. Emerald is both COUNTER 3 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. *Related content and download information correct at time of download. Perspectives ISO 9000, service quality and ergonomics Stanislav Karapetrovic 1. Introduction In the last decade or so, we have witnessed an explosion of quality-related standards and regulations. As a result of the continuous quest for better â€Å"quality† of products and services offered to customers, the International Organization for Standardization introduced the ISO 9000 series of quality management and quality assurance standards in 1987. The series currently includes three models for quality assurance (ISO 9001, ISO 9002 and ISO 9003), guidelines for quality management (ISO 9004), and two supporting documents: ISO 9000 Guidelines for Model’s Selection and Use and ISO 8402 Quality Vocabulary (Figure 1). The ISO 9000 standards have been accepted worldwide, with more than 200,000 organizations already registered. The standards present a sound basis for assuring the customer of quality of products and services, as well as the processes that create them. Several other quality-related standards have since emerged, such as the automotive standards QS 9000, environmental management standards ISO 14000, and emerging health and safety international standards (Figura, 1996). The upcoming revision of ISO 9000 standards in the year 2000 (now in the form of a Technical Committee Draft) is expected to further facilitate the use of quality assurance methods the world over. Another commonly used phrase from the 1980s and 1990s has been total quality management (TQM): an integrated approach to the management of quality with special emphasis on delighting customers and improving the wellbeing of all employees in the organization. A number of articles have been written on the relationship between the ISO 9000 series and TQM (Johnson, 1993; Struebing, 1996; Wilson, 1996; Velury, 1996; Corigan, 1994; Sakofsky, 1994; Emmons, 1994), underlying the opinion of quality management professionals that the two are not quite the same. While ISO 9000 series are technical, presenting speci?cations, requirements and guidelines for quality systems, TQM emphasizes teamwork and customer satisfaction. Put another way, TQM is quality management with â€Å"a human touch†. Does this mean that ergonomic aspects of the workplace and customer satisfaction are not emphasized by ISO 9000? Does quality assurance (ISO 9000) emphasize ergonomics and 81 The author Stanislav Karapetrovic is based at the Department of Industrial Engineering, Dalhousie University, Halifax, Nova Scotia, Canada. Keywords Ergonomics, ISO 9000, Quality assurance, Service quality, Workers Abstract This paper addresses some ergonomic issues in the ISO 9000-based quality assurance. Ergonomics – the study of human factors in engineering and design of systems is brie?y touched on. Then, outlines of ISO 9001 and ISO 9004 quality system models are provided, and all 20 requirements of the current ISO 9001:9004 standard are presented in an ergonomic light. Subsequently, human factors in the documentation and implementation of a quality system are illustrated. The relevance of ergonomic studies in the development of service systems is addressed. Finally, a blueprint for an ergonomic assurance system, de?ned as a set of interrelated resources and processes that function in order to achieve objectives related to ergonomic design and use of products and processes, is provided. Managing Service Quality Volume 9  · Number 2  · 1999  · pp. 81–89  © MCB University Press  · 0960-4529 Figure 1 Ergonomics – an essential element of the production and/or service system Raw Material RESOURCES Ergonomics PROCESS PRODUCT Output Input Ergonomics COST ERGONOMICAL CHARACTERISTICS QUALITY CHARACTERISTICS occupational health and safety? In the present time of globalization of markets and internationalization of best-practice standards, such questions can and should be posed. This paper addresses some of the ergonomic issues in the ISO 9000-based quality assurance. Ergonomics, that is the study of human factors in engineering and design of systems, is brie?y touched on. Then, outlines of ISO 9001 and ISO 9004 quality system models are provided, and all 20 requirements of the current ISO 9001:9004 standard are presented in an ergonomic light. Subsequently, human factors in the documentation and implementation of a quality system are illustrated. The relevance of ergonomic studies in the development of service systems is addressed. Finally, the design of an ergonomic assurance system based on ISO 9000 is discussed. 2. Ergonomics It seems that it takes a disaster, loss of human life, or a health crisis for most of us to realize how important human factors are. Before the Three Mile Island incident, the Chernobil explosion, the Bhopal pesticide leak, plane crashes involving human errors, or ?ndings that millions of people suffer from repetitive stress injuries, it would have been hard to ?nd anyone who knew what ergonomics or human factors engineering are (not including the ergonomists themselves, of course). Today, however, we often hear about â€Å"ergonomicallydesigned computer mouse and keyboard†, 82 â€Å"ergonomic† chairs, pots, pans, door handles, and automatic teller machines (ATM). We now know that ergonomic design of products and processes is bsolutely crucial for effective and ef?cient work. Ergonomics, or human factors engineering, deals with the design for human use, as well as optimizing working and living conditions (Sanders and McCormick, 1993). The ?rst term (ergonomics) is mainly in use in Europe, while the second (human factors engineering) is often heard in North America. The following de?nition, modi?ed from Chapanis (1985), is provided: Ergonomics discovers and applies information about human behavior, limitations, abilities and other human characteristics to the design of systems for ef?cient, safe, comfortable and effective human use. Interested readers are referred to a classic in ergonomics, Sanders’ and McCormick’s â€Å"Human factors in engineering and design† (1993), for more information on the history of the science and a detailed study of many applications of ergonomics. Ergonomics, almost by default, is implied in quality assurance. Quality assurance encompasses techniques used to provide con?dence to customers that their requirements for quality are met. Therefore, by de?nition, human factors are involved. Assurances in the quality of products and services are provided to humans, by humans. In fact, ergonomics and quality assurance are so intertwined that it is impossible to say where one starts and the other ends. Several articles in ergonomics literature have already discussed the use of quality assurance techniques in human factors engineering (for instance, see Helander and Burri, 1995; Bergquist and Abeysekera, 1996). For an early account on human factors in quality assurance, the reader is referred to Harris and Chaney (1969). Hence, in the following sections, interrelationships between ergonomics and quality assurance will be addressed. 3. Quality Assurance (ISO 9001) and Management (ISO 9004) Of the three available models for quality system registration, ISO 9001 is undoubtedly the most comprehensive and most widely used. The current version (ISO 9001: 1994), includes 20 elements (requirements), to which a quality assurance system of an organization is assessed (Table I). ISO 9001 covers design, development, production, installation and servicing activities. It is aimed at providing con?dence to internal and external customers that their requirements for quality are continuously met. An organization’s anagement is the main internal customer, while external customers include consumers of the organization’s products and services, as well as registrars that assess the suitability and effectiveness of the quality system. ISO 9001 is a generic standard, which means that it is universally applicable to both manufacturing and service organizations, i. e. small businesses (Karapetrovic et al. , 1997), health care and education (Willborn and Cheng, 1994). Rather than focusing on speci?c products and services, ISO 9001 addresses quality systems and processes in?uencing the product throughout its lifecycle. A quality system can be de?ned as a set of processes that function harmoniously, using various resources, to achieve quality objectives (Karapetrovic and Willborn, 1998A). It is in the interaction of human, material and information resources, as well as human resources and processes, that the ergonomic aspects of the quality system emerge. Focusing on the underlying concept of a system will help us understand the interrelationships between the quality and ergonomic system, and provide a possibility for integration. Apart from ISO 9001, a set of guidelines numbered ISO 9004 is widely used for developing and implementing quality 83 management. The set currently consists of eight documents, ranging from the guidelines on quality management in service organizations to con?guration and project management. For the purpose of discussing an ergonomic system in services, we turn our attention to the second document in the series, namely the ISO 9004-2 (1994) â€Å"Quality management and quality system elements: Guidelines for services†). In essence very similar in scope and structure to ISO 9001, ISO 9004-2 provides guidelines for establishing quality management throughout the service life cycle, starting from establishing the need for a service, through service design, acquisition of resources, service delivery and status, as well as performance analysis and improvement. Differing from ISO 9001, these guidelines directly address interfaces with customers, including â€Å"creating a perception of the appropriate image based on the reality of actions taken to meet customers needs† (ISO 9004-2: 1994). Effective communication with customers, â€Å"listening to them and keeping them informed†, is particularly emphasized. What is also important from an ergonomic standpoint is that the guidelines provide the basis for adequate training of personnel, including motivation, staff development and communication. Although the training mentioned therein mostly involves â€Å"quality system training†, it could be expanded to environmental, health and safety, and ergonomic system training. For different strategies of using the quality system framework for developing other management systems, including environment and ergonomics, the reader is referred to Karapetrovic and Willborn (1998B and 1998C). In addition to ISO 9004-2, another standard from the ISO 9004 series, namely ISO 9004: Part 1 â€Å"Guidelines for quality management and quality system elements†, addresses some particular ergonomic aspects. This is done in the standard’s 19th element: Product safety. Speci?cally, it is suggested that â€Å"consideration be given to identifying safety aspects of products and processes with the aim of enhancing safety† (ISO 9004-1: 1994). Steps to achieve this can include: †¢ identifying relevant safety standards; †¢ performing design evaluation tests for safety; †¢ analyzing instructions and warnings to the user; Table I Ergonomic issues and implications of ISO 9001 (1994) ISO 9001 element 4. 1 4. 2 4. 3 Management responsibility Quality system Contract review Ergonomic issues Organization ensures that the quality policy is understood at all levels Procedures and work instructions are effectively documented/implemented Customer requirements are adequately de?ned and documented Implications Quality system documentation should be designed and implemented using ergonomic (human factors engineering) knowledge Ergonomic characteristics of a product, such as environmental conditions, sensory characteristics proper handling and packaging should be determined (see Bergquist and Abeysekera, 1996; Helander and Burri, 1995; Barsky and Dutta, 1997) Products should be ergonomically designed to ensure healthy and safe functioning Quality system documents should be accessible . 4 4. 5 Design control Document control 4. 6 4. 7 4. 8 4. 9 Purchasing Control of customer supplied product Product identi?cation and traceability Process control 4. 10 Inspection and testing 4. 11 Inspection and test equipment 4. 12 Inspection and test status 4. 13 Nonconforming product 4. 14 Corrective and preventive action 4. 15 Handling, storage, †¦, delivery 4. 16 Control of quality records 4. 17 Internal quality audits 4. 18 Training 4. 19 Servicing Crucial characteristics for safe and proper functioning of the product are identi?ed Appropriate documents are readily available at all locations where essential operations are performed Purchasing documents adequately address speci?ed requirements Adequate procedures for storage and maintenance of the product are in place Product is adequately identi?ed and traceable Suitable equipment and working environment are used Criteria for workmanship is stipulated in the clearest practical manner Records clearly illustrate the results of inspection and testing activities Suitable indicators of calibration status are identi?ed Inspection and test status of the product is identi?ed by suitable means Nonconforming products are adequately identi?ed and segregated Appropriate sources of information are used to detect and eliminate potential/ existing causes of defects Adequate handling, storage, packaging, preservation and delivery of the product is identi?ed and maintained Quality records are a dequately identi?ed, indexed, ?led and stored Quality records are easily accessible Quality audits are performed to examine the suitability and effectiveness of the quality system Training needs are identi?ed and adequate training provided Appropriate identi?cation of servicing needs and customer feedback is performed Ergonomic techniques can be used to ensure clear understanding of documents Safe and risk-free storage and maintenance of products is emphasized Identi?cation of products should be performed according to ergonomic guidelines regulations For identi?cation and maintenance of the suitable working environment and hardware, ergonomic analysis and evaluations must be performed Identi?cation of products and equipment should be performed according to ergonomic guidelines and regulations (for example, see Sanders and McCormick, 1993 (part 2), and Harris and Chaney, 1070 (chapters 6-11) Ergonomical analysis of human-information interaction is helpful (for instance, see Sanders and McCormick, 1993 (part 2) Ergonomical design and analysis of handling and packaging of products should be used Ergonomic techniques can be used to ensure clear understanding of documents, and accessibility of records Ergonomic audits/evaluations, identifying areas for possible improvement of human-machineproduct-environment interactions are performed Ergonomic training should be emphasized Ergonomic characteristics of a product, such as environmental conditions, sensory characteristics proper handling and packaging should be determined (see Bergquist and Abeysekera, 1996; Helander and Burri, 1995; Barsky and Dutta, 1997) Statistical tools and techniques are used in ergonomic analysis and evaluations 4. 20 Statistical techniques The need for the application of statistical techniques is identi?ed 84 †¢ developing a means of product traceability to facilitate product recall; †¢ considering development of an emergency plan The following section will address some ergonomic factors in the ISO 9001/9004 quality system structure, as well as suggest implementation of this system with ergonomics in mind. 4. Ergonomic considerations of ISO 9001/9004 Quality systems depicted in ISO 9001 and ISO 9004 standards apply to all phases in the life cycle of a service, from initial identi?cation to ?nal satisfaction of customer requirements. The concept of all activities in?uencing the quality of a service throughout its life cycle is often referred to as the â€Å"service quality loop† (ISO 9004-2, 1994). Thus, a service quality system involves three main elements: (1) service; (2) processes along the quality loop; and (3) resources. Likewise, ergonomic considerations within a service quality system include: †¢ Ergonomic design and delivery of service (and/or related products). †¢ Ergonomic design and application of processes. †¢ Analysis of the interaction between human and information/material resources Using Figure 1, it is possible to explain how quality and ergonomics interrelate in a quality system. Each product or service made possesses certain characteristics. For example, service quality is a set of characteristics that bear on the service’s ability to satisfy customer requirements. Ergonomic characteristics of products / services provide safe, healthy and ef?cient usage and/or delivery. It is evident that some ergonomic characteristics of a product (or service) are essentially quality characteristics (such as the design of the driver’s seat in a car), and vice-versa. Also, service delivery processes have to satisfy certain requirements that may be ergonomic in nature. For example, the environment in which retail-banking services operate may be altered to provide safety for a bank teller working in it. Finally, ergonomic issues emerge when human, material and informa85 ion resources are combined to create a quality system. The current ISO 9001 quality system has a multitude of elements that are directly applicable to managing ergonomics and health/safety. Table I lists all 20 elements of ISO 9001 in the order in which they appear in the standard, illustrates sections and speci?c requirements which pertain to ergonomics, and provides ergonomic implications of the quality system. The implications range from adequate identi?cation of customer ergonomic requirements, ergonomically suitable design of products, services and processes, to identi?cation and maintenance of appropriate working environment and equipment. Such analysis of the ISO 9001 quality system shows that virtually every element of the system includes at least some ergonomic and/or health and safety aspects. This conclusion, however, is not surprising, since ultimately, quality is created by people, and for people. Not only does the content of ISO 9001 relate to human factors (Hansen, 1996), but also its context. A quality system must be adequately documented and implemented in order to operate effectively and ef?ciently. Quality documentation, as a pillar of the quality system, must be understood and readily available to all persons whose work affects quality, as well as understood by all involved. Ergonomically designed documentation will undoubtedly help people understand their tasks better and improve their performance. New technologies, such as head-up-displays (Geiselman and Osgood, 1995; Karapetrovic, 1995), computer-aided communication (through electronic mail and the Internet) can greatly improve the implementation of a quality system in any organization. Examples include: †¢ Operators using HUDs for display of quality procedures and work instructions. †¢ Paperless ISO 9000 documentation, i. e. documents available on-line using HTML or Java (Clarkin and Dow, 1997). †¢ Wireless electronic mail for reporting and analysis of quality-related problems. The following section addresses the implementation of human factors engineering in services, using ?nancial services as an example, in more detail. 5. Ergonomics and services How do ergonomics relate to service quality systems? To answer that question, we can follow the above-mentioned â€Å"service quality loop† from the inception of the need for service, to the evaluation of whether that need has been satis?ed. In designing a â€Å"quality service†, we must ?rst identify the need for it, as well as ?nd out who would actually need such a service. Put another way, we are de?ning the user and his/her needs. For instance, say we want to open a bank branch in a specific location. Do local bank users really need a branch there? What exactly do they need? Perhaps they need investment services, or easy access to cash, or mortgage consultations. Sanders and McCormick (1993) and Bailey (1982) de?ne the identi?cation of user needs through observation, interviews and questionnaires as ergonomic activities that apply here. Psychology-based tools of ergonomics deal in particular with an effective and ef?cient determination of user needs. The service system is subsequently designed on the basis of identi?ed needs. We have determined that local users require access to money from their accounts as well as the possibility of discussing investments. Now, we need to allocate resources to required banking functions. These resources include people (bank employees), hardware (automatic teller machines (ATM), computers) and software. Which particular functions should we assign to people, and which to machines? For instance, for easy access to cash, we would assume that a 24hour ATM would be appropriate. However, what if most of the bank’s clients are seniors, who are still not accustomed to trusting machines in dealing with deposits or withdrawals, or if the bank is located in a place where people prefer customer service and contact with bank tellers rather than machines? Ergonomic studies help us in determining speci?c capabilities of people, hardware and software, and can provide signi?cant assistance in allocating system functions. Then, we can decide whether to completely automate certain functions, or to assign people to perform them, or use both machines and people. For example, a bank may decide to allow withdrawals of less than $1,000 from an ATM. If a customer wants to withdraw more than that, he/she would have to go to a bank teller. 86 Once we have decided which resources the bank should have (say three ATMs, four tellers and two investment advisors), we need to perform an analysis of the required processes, activities and tasks. Put another way, we are listing the sequence of activities that need to be conducted in order to accomplish a speci?c function. Flowcharts are particularly helpful here. For instance, we can specify a procedure for cash withdrawals from the bank. This, in ergonomics, is called task description and analysis (Sanders and McCormick, 1993). Whenever we have some interaction between people and hardware or software, such as when a teller needs to input withdrawal information into the database, there are ergonomic implications. For example, in the bank where I normally do my ?nancial transactions, computer monitors and keyboards are placed so low in relation to the counter, that the teller needs to bend down every time he/she inputs the information, virtually disappearing behind the counter. Just imagine how many times the teller needs to bend like that every day, every week, every month. Put another way, in designing the work space for employees, e. g. placing customer service counters and computers in determined locations, allocating space for safety deposit boxes, etc. , we inevitably in?uence the comfort, safety and ef?ciency of people working in such spaces. All these are ergonomic considerations that can in?uence the quality of the product or service. The likely reason why tellers in my bank still have to bend down to reach the computer is that it was probably never de?ned as a problem at all. The existence of an ergonomic program within the bank, with planned ergonomic audits and corrective actions, would certainly identify and rectify such a problem. But how can such a program be introduced with minimum cost and maximum bene?ts? Perhaps the solution is in the integration of the existing quality system with an ergonomic program. The integration of quality and environment management systems came naturally, since standards representing best practices were effectively established at the international level (namely ISO 9000 and ISO 14000). This should also be the case with occupational health and safety (OHS), since national and international OHS standards, dubbed ISO 20000 (Figura, 1996) are already emerging. The following section presents an approach to the development of an ergonomic assurance system on the basis of the quality system. 6. Ergonomics assurance system As was mentioned in Section 3 of this paper, the systems concept can greatly assist us in understanding the interrelationships of many production and management processes, among others, quality and ergonomics. For an excellent account of the relationship between ergonomics and the system design, the interested reader can refer to Sanders and McCormick (1993), Chapter 22. While the pplication of the systems concept to service quality is presented elsewhere (Karapetrovic and Willborn, 1998A), it can be used to propose an ergonomic assurance system. We can de?ne ergonomic assurance as â€Å"all those planned and systematic actions aimed at providing con?de nce to customers, management and the general public, that their requirements and needs for ergonomically safe products and processes are met†. An ergonomic assurance system is then a â€Å"set of processes and resources that function harmoniously to achieve objectives related to ergonomic design and implementation of products and processes†. Note: Proposed EAS elements are given in bold letters, while numbers represent sections of the ISO 9004-2 Guidelines 87 Similarly to the ISO 14001:1996 environmental management system, an ergonomic assurance system can include Deming’s plan-dostudy-act (PDSA) continuous improvement circle, with the following elements: †¢ Ergonomic objectives. †¢ Planning and design (ergonomic aspects, targets, determination of system performance speci?cations, ergonomic system design). †¢ Resource acquisition and deployment (allocation of functions to people, hardware and software; task analysis, design of jobs and human-hardware-software interfaces; training). †¢ Operation (ergonomic control, monitoring and measurement). †¢ Corrective/preventive action (ergonomic audits). Improvement (ergonomic evaluations, communication with interested parties. Interested parties may include customers, for ergonomic characteristics of the product/service, and employees, for ergonomics of the workplace). Rather than adding speci?c ergonomic and safety requirements to existing quality standards (Barsky and Dutta (1997) suggest this), a separate ergonomic system standard can be drafted, and then integrated with existing quality management systems. Using the de?nition and the model of a quality system from Karapetrovic and Willborn (1998C), proposed elements of the ergonomic management system (EMS) can be illustrated as in Figure 2. For example, the executive management of an organization should de?ne an ergonomic policy that is documented and communicated to all employees. Ergonomic aspects of all activities and processes within the organization should be identi?ed and speci?c objectives and targets set. An ergonomic management program should be de?ned and documented, and adequate resources allocated. Operation of the EMS should include a statement of responsibility and authority of people involved, identi?cation of training needs and a provision of adequate ergonomic training, and preparation of adequate EMS documentation. Corrective and preventive action to eliminate existing and potential problems should be undertaken, and ergonomic audits would assist in this effort. Finally, the executive management should review the status of the EMS, includ88 ing its effectiveness, suitability, and conformance to the requirements. 7. Conclusion This paper addressed some of the ergonomic issues in the ISO 9000-based quality assurance for services. Outlines of ISO 9001 and ISO 9004 quality system models were provided, followed by a discussion of the content of the ISO 9001 standard considering ergonomics and human factors. Ergonomic implementation of a quality system was subsequently addressed. Finally, possible development of an â€Å"ergonomic assurance system† on the basis of ISO 9001 and systems theory was presented. Further research into the development of ergonomic assurance systems is suggested. How to cite Iso 9000, Service Quality and Ergonomics Stanislav Karapetrovic, Papers

Investigation of Culturally Competent Terminology MyAssignmenthelp.com

Question: Discuss about the Investigation of Culturally Competent Terminology. Answer: Introduction: The patient is an Aboriginal, which is a special community in Australia. As a community, the Aboriginals are worse-off as far as health care equality and equity is concerned. Therefore, when presented with an opportunity to serve this patient, I will do my best to deliver a culturally-competent care. This will be achieved by adopting the following strategies: Communication is a very significant component of health care delivery that should be applied when attending to all the patients. If given an opportunity to serve this patient, I will do everything within my capacity to deliver a holistic care to the patient. One of the ways of achieving this goal is to effectively communicate with the client and make him feelthat an urban hospital is good for him. To communicate well, I will have to be a good listener. I will have to be a critical listener who gives the patient enough time to speak to me. In order to create a good environment for the patient, I will have to allow him to talk to me and tell me anything that he wants me to know. At the same time, I will allow him to ask me questions and respond to any queries that I may be having. As an Aboriginal, the patient has a different understanding on communication (Jongen, et al., 2014). However, the most important thing to do to him is to lend him my ears and allow him to communicate to me without many struggles (Truong, Paradies Priest, N., 2014). Critical and supportive listening is a commendable thing to when attending to the patient. It will enable me to deliver satisfactory care because of many reasons. First, critical and supportive listening will allow me to appeal to the patient and encourage him to collaborate with me. A good interpersonal relationship with the patient is nec essary because it can create a favorable environment for the treatment of the patient. Treating the Patient with Respect and Dignity The other strategy that I will apply when attending to my patient is that I will treat him with all the respect that he deserves. As a healthcare practitioner, I know that I should be responsible for delivering a holistic care to the patient. One of the ways of achieving this is to respect the autonomy of the patient. Since I already know some information about the patient, I will not hesitate to give him the kind of care that suits his condition and background (Renzaho, et al., 2013). I will not discriminate upon the patient because he is an Aboriginal who has poorly managed diabetes. I will not use his background as a basis of stigmatizing and showing him disrespect. I am aware of the challenges that the diabetic patients have been going through. I know that the Aboriginals face numerous changes in their day to day life. I will not harass him because I know that Aboriginals are superstitious people who still believe in traditional bush medicine. Instead, I will let the patient to allow me to provide him with the services that will not harm in any way, but enable him to manage his condition and recover well (Truong, Paradies Priest, 2014). What Aboriginals need is a culturally-competent care which strives to address all the needs of the patient. There is a high prevalence of diabetes amongst the Aboriginals because of the poor status of the community. What the Aboriginals lack is a culturally-competent care (Russell, 2013). Use of an Aboriginal Liaison Officer when communicating with the Patient One of the major barriers in intercultural communication is language barer. Linguistic limitation is an obstacle that can be resolved if appropriate measures are taken. Therefore, when serving the Aboriginal patient, I know that I might be confronted with this problem (Renzaho, et al., 2013). I am a non-indigenous individual who might find it extremely difficult to communicate with this client. The problem might arise because the patient might lack proficiency in English language. Aboriginals are people who are not very well educated (Grant, Parry Guerin, 2013). A large number of Aboriginals do not speak fluent English because they prefer their language and lack enough education. In case this happens, I will not panic because there is a solution: I will rely on the services of an Aboriginal Liaison Officer (ALO). The ALO will help me in a number of ways. First, he will enable me to improve my communication with the patient. I will use him as an interpreter who will be translating for me the words spoken by the patient. This will help me a great deal because it will enable me to establish a good dialogue with the patient even if we do not speak a similar language (Brown, et al., 2015). The other reason why I will use the ALO is because he will enable me to appeal to the patient. Aboriginals are people who prefer to be served by fellow Aboriginals. Therefore, using an Aboriginal to act as an intermediary between me and the patient will enable me to win the confidence of the patient and enable him to accept my services. Involving the Patient in the Decision-Making Process As a healthcare provider, I know that my practice is guided by certain ethical codes of conduct such as autonomy, justice, beneficence, and non-maleficence. Therefore, when serving this patient, I will have to apply these principles because they will enable me to deliver quality services to the satisfaction of the patient. I will emphasize on the use of autonomy because it will enable me to provide a culturally-competent care to the patient (Parker Milroy, 2014). The autonomy of this patient who comes from an urban center will have to be respected. To achieve this, I will have to involve the patient in the decision making process regarding his health. Before I make any decision, I will ask the patient to give his contributions. I will allow him to ask questions and give suggestions on what he prefers to be done. This will benefit me in many ways. It will win the confidence of the patient and enable him to accept the services provided by me because he will feel as an important part of the process. If I dominate the decision making process, I will not lose the trusty of the patient because he will feel excluded and compelled to undergo a procedure against his wish (Jongen, et al., 2014). I know that I should respect the autonomy of my patients because they have a right to give consent to or refuse any procedure if at all they are convinced that it cannot benefit them in any way. References Brown, A., et al., (2015). A strategy for translating evidence into policy and practice to close the gap-developing essential service standards for Aboriginal and Torres Strait Islander cardiovascular care. Heart, Lung and Circulation, 24(2), pp.119-125. Grant, J., Parry, Y., Guerin, P. (2013). An investigation of culturally competent terminology in healthcare policy finds ambiguity and lack of definition. Australian and New Zealand journal of public health, 37(3), 250-256. Jongen, C., et al., (2014). Aboriginal and Torres Strait Islander maternal and child health and wellbeing: a systematic search of programs and services in Australian primary health care settings. BMC pregnancy and childbirth, 14(1), p.1. Mitrou, F., et al., (2014). Gaps in Indigenous disadvantage not closing: a census cohort study of social determinants of health in Australia, Canada, and New Zealand from 19812006. BMC Public Health, 14(1), p.1. Parker, R. Milroy, H., (2014). Aboriginal and Torres Strait Islander mental health: an overview. Working together: Aboriginal and Torres Strait Islander mental health and wellbeing principles and practice. 2nd ed. Canberra: Department of The Prime Minister and Cabinet, pp.25-38. Renzaho, A.M.N., et al., (2013). The effectiveness of cultural competence programs in ethnic minority patient-centered health carea systematic review of the literature. International Journal for Quality in Health Care, 25(3), pp.261-269. Russell, L.M., (2013). Reports indicate that changes are needed to close the gap for Indigenous health. Med J Aust, 199(11), pp.1-2. Truong, M., Paradies, Y. Priest, N., (2014). Interventions to improve cultural competency in healthcare: a systematic review of reviews. BMC health services research, 14(1), p.1.