Implementing continuous quality improvement in occupational health programs

In the 1980s, businessmen responded to global competition by massive cuts in staff and by implementing programs for continuous quality improvement to meet customers' needs. During this period, medical care costs escalated at a rate far exceeding the Consumer Price Index. Increasing governmental regulation of the environment and occupational health and safety further contributed to costs. Occupational physicians led a portion of organizational efforts to manage health resources (illness prevention, health promotion, treatment and rehabilitation of occupational injuries); however, these physicians have not provided effective leadership of coordinated programs for health resource management. For greater effectiveness, occupational physicians may benefit from adapting the principles of continuous quality improvement by focusing on the needs of "the customers." Meeting these needs will require new knowledge about the process of continuous quality improvement and new skills for leadership.