TQM information systems: an elusive goal

An information support system is needed to locate, integrate, and present data to track and communicate the progress of quality efforts. Bethesda Hospital's executive information system (EIS) has been developed and refined on an ongoing basis to support a variety of total quality management (TQM) functions.

One basic area where information systems must support TQM is in the availability of data for use by process improvement teams; without such support the entire process of data gathering and analysis would often be prohibitively difficult. Teams also need data to evaluate the results of changes to the improved process.

Once core and critical work processes are identified and improvement targets are set, a system of interlinking measures can be established to allow the monitoring and improvement of the processes.

Models have been used to support and facilitate design or redesign of major processes.

The purpose of this decision support system is to monitor a department's core processes and to provide data and a process for quick response to environmental changes.

The use of information services to support tracking systems, process improvement teams, Hoshin planning, daily control/process management, simulation modeling, and a continuous operational assessment and response (COAR) system has been an integral part of the TQM effort at Bethesda Hospital.