Total quality management within a health district

Abstract

has been pursuing a continuous quality improvement or total quality management (TQM) approach for just over two years as one of the national TQM pilot sites. It is being applied to the delivery of services within its provider units as well as to the purchaser-provider relationship. This paper summarises the key features of TQM, illustrates its application to health care, and describes its potential value. Main dimensions of TQM There are many versions of TQM, and it is important that an organisation develops and internalises its own approach, drawing upon the principles underlying the various schools of thought. For health care there are three main dimensions: * The supremacy of "the customer," including the "internal customer" * Meeting agreed measurable requirements * Process analysis and improvement. Running through all these are certain fundamental assumptions about empowerment of people and effective leadership.