Mount Sinai Hospital's journey into TQM

Toronto's Mount Sinai Hospital commenced its total quality management journey in the late 1980s as a complement to its extensive experience in quality assurance. This article focuses on Phase I--the process of setting up teams. This phase includes project nomination and selection; team membership selection and education; and the quality improvement process. The authors share the lessons they learned during the course of the journey and present the directions that TQM at Mount Sinai will take in the future.