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Self-audits. First step in TQM.

V S Davis1

  • 1West Paces Medical Center, Atlanta.

Hrmagazine : on Human Resource Management
|August 6, 1992
PubMed
Summary
This summary is machine-generated.

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.

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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.

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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.