Bringing quality to the customer: a new paradigm for quality managers

The transition of health care organizations to total quality improvement (TQI) models has significant consequences for quality manager roles and quality systems. Changing paradigms regarding one's quality role and programs requires critical self-awareness, new knowledge, and a fresh approach to employee-customer relations. The quality manager's challenges are to discover one's own learning needs, integrate new philosophies into one's behavior, and successfully model and mentor TQI to fellow health care providers. Quality managers have an opportunity to develop a vital and powerful leadership role vis-à-vis TQI and the point of contact between health care provider and patient.