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Employee satisfaction: an integral component of total quality
Clinical Laboratory Management Review : Official Publication of the Clinical Laboratory Management Association
|February 7, 1995
Summary
Focusing on employees as key customers through Total Quality Management (TQM) initiatives at Rush Medical Laboratories led to significant operational improvements and cost savings. Empowering staff is crucial for laboratory success and maintaining a competitive edge.
Area of Science:
- Healthcare Management
- Laboratory Operations
- Quality Improvement
Background:
- Rush Medical Laboratories adopted Total Quality Management (TQM) to enhance operations.
- A core principle was prioritizing internal employees as the primary customer base.
Purpose of the Study:
- To outline employee initiatives stemming from the TQM commitment.
- To demonstrate the link between employee empowerment and organizational success.
Main Methods:
- Implementation of various employee-focused initiatives under a TQM framework.
- Continuous evaluation and adaptation of these initiatives over a 5+ year period.
Main Results:
- Successful improvements in customer relationships, operational efficiency, cost savings, and productivity.
- Demonstrated the positive impact of employee engagement on laboratory performance.
Conclusions:
- Empowering employees and providing a platform for their input is vital for laboratory quality.
- Laboratories are challenged to adopt similar employee-centric TQM strategies for continuous improvement.