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Self-audits. First step in TQM
1West Paces Medical Center, Atlanta.
Hrmagazine : on Human Resource Management
|August 6, 1992
Summary
West Paces Medical Center adopted a quality improvement program in 1987, focusing on customer, process, and statistical mindedness to enhance services. This initiative transformed their business operations, leading to significant improvements in healthcare quality.
Area of Science:
- Healthcare Management
- Organizational Learning
- Quality Improvement
Background:
- West Paces Medical Center (WPMC), a 294-bed hospital, initiated a strategic shift in 1987.
- The transition aimed to foster a learning organization culture focused on enhanced service quality and business operations.
Purpose of the Study:
- To implement and document a comprehensive quality improvement program at WPMC.
- To integrate principles of customer, process, and statistical mindedness into daily hospital operations.
Main Methods:
- Adoption of W. Edwards Deming's quality management method in November 1987.
- Training 54 department managers in quality improvement principles within one year.
- Focus on understanding customer needs and measuring process improvements.
Main Results:
- Successful implementation of a new management approach centered on quality.
- Development of a workforce skilled in quality improvement methodologies.
- Establishment of a culture prioritizing customer satisfaction and operational efficiency.
Conclusions:
- The quality improvement initiative at WPMC demonstrated a successful transformation towards a learning organization.
- The integrated approach of customer, process, and statistical mindedness is effective in enhancing hospital management and service delivery.
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