Total quality and the management of laboratories

Total Quality Management (TQM) is a continuous quality improvement process that evaluates processes from a customer satisfaction point-of-view. The aim is continuous process improvement. TQM is a paradigm shift for most health-care organizations and will require changes in hospital conditions. TQM uses old tools--such as check sheets, run charts, and flow charts--in new ways. Laboratories are particularly suited to TQM because laboratorians are already familiar with these tools. However, laboratorians must learn to apply these tools to new areas. This may be perceived as threatening by some. This article will describe how TQM uses old tools in new ways, barriers to implementing TQM, and how to overcome these barriers.