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Recognizing organizational impediments to the total quality management process

R J Langlais1

  • 1Cheshire Medical Center, Keene, NH 03431, USA.

Best Practices and Benchmarking in Healthcare : a Practical Journal for Clinical and Management Application
|January 1, 1996
PubMed
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Continual evaluation of institutional policies and systems, through Total Quality Management (TQM), enhances customer service and drives organizational success. This approach ensures ongoing improvement for better outcomes.

Area of Science:

  • Management Science
  • Organizational Behavior
  • Quality Management

Background:

  • Effective institutional policies and systems are crucial for organizational success.
  • Customer service quality directly impacts organizational performance and reputation.
  • Total Quality Management (TQM) provides a framework for continuous improvement.

Purpose of the Study:

  • To explore the impact of continual evaluation of institutional policies and systems on customer service.
  • To determine the relationship between TQM practices and organizational success.
  • To highlight the benefits of integrating TQM for enhanced service delivery.

Main Methods:

  • Review of existing literature on TQM, policy evaluation, and customer service.
  • Analysis of case studies demonstrating the implementation of TQM in various institutions.

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  • Qualitative assessment of the link between policy evaluation and service outcomes.

    • Main Results:

    • Institutions employing continual policy and system evaluation report higher customer satisfaction levels.
    • TQM implementation is positively correlated with improved operational efficiency and financial performance.
    • Systematic evaluation fosters a culture of quality, leading to sustained organizational success.

    Conclusions:

    • Continual evaluation of policies and systems, guided by TQM principles, is a key driver of enhanced customer service.
    • Adoption of TQM leads to measurable improvements in organizational success.
    • Integrating TQM is recommended for institutions seeking to optimize performance and customer satisfaction.