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Total quality management: achieving service excellence

R Adelson1

  • 1Minneapolis Education Center, Department of Veterans Affairs, Minnesota, USA.

Compendium of Continuing Education in Dentistry (Jamesburg, N.J. : 1995)
|January 1, 1997
PubMed
Summary

Total Quality Management (TQM) enhances organizational processes through objective measurement and problem-solving. Implementing TQM leads to improved patient satisfaction, staff morale, and overall service excellence.

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Area of Science:

  • Healthcare Administration
  • Organizational Management
  • Process Improvement

Background:

  • Total Quality Management (TQM) offers a framework for organizational transformation.
  • Effective work relies on optimizing underlying processes.
  • Continuous improvement is key in competitive environments.

Purpose of the Study:

  • To outline the principles and methods of Total Quality Management.
  • To highlight the benefits of TQM implementation in organizational settings.
  • To demonstrate TQM's role in achieving service excellence.

Main Methods:

  • Utilizing objective performance measurement to identify process issues.
  • Root cause analysis to understand and address problems.
  • Implementing corrective actions and evaluating their impact.

Main Results:

  • Organizations experience enhanced patient relations and satisfaction.
  • Staff morale and engagement improve through quality initiatives.
  • Increased effectiveness and service excellence are achieved.

Conclusions:

  • TQM provides a systematic approach to organizational redesign and renewal.
  • Staff involvement in quality improvement fosters satisfaction and better outcomes.
  • Implementing TQM is crucial for success in today's competitive healthcare landscape.

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