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Definition:

Involves everyone and everything that happens within the organization, from the parttime cleaners to the chief executive; from the specifications for a multimillion-pound hospital to the process of emptying the rubbish bins Assists in reducing cost and improving customer satisfaction and quality

TQM vs. QA
With TQM, the standard is the starting point. It is assumed the standard is met and that there is continual need for analysis and improvement, requiring the standard to be dynamic in an upward fashion. QA, on the other hand, is defined as the classic or traditional program that healthcare organizations have used to improve selected aspects of quality; It has taken the form f a provider-specific, reactive program TQM is meeting and going beyond standard while QA is simply meeting the standard.

J.S. Oakland (Author of Total Quality Management)


He stresses the importance of the customer/ supplier interface, which he illustrates by the use of a quality chain, with the customer and supplier forming the vital links. The chain can therefore be broken at any point if individual or other essential piece of equipment does not meet requirements. Oakland examines the management of quality through two central concepts: 1. Quality of design; and 2. Conformance to design.

Quality of design defined as a measure of how well the product or service is


designed to meet its purpose. This involves establishing what the product or service will be used for. The most important feature of the design is the specification. Specifications also need to be established at each point in the customer/ supplier interface.

Conformance to design- this is the extent to which the product or service actually
achieves the quality of design.

Central to achieving the above two factors is the notion of work being a series of interdependent processes, with clear inputs and outputs. Oakland recognizes the need for a coordinated, corporate-wide framework to integrate the concepts into practice, and utilizes a 13 step implementation plan.

Program implementation steps

TQM

Implementation of Quality Training for Quality Team Work for Quality Control for Quality Capability for Quality Systems for Quality Design for Quality Planning for Quality Measurement cost of Quality Organization for Quality Policy on Quality Commitments to Quality Understanding Quality

SUPPORT

SOURCE: QUALITY IMPROVEMENT IN HEALTH CARE: PUTTING EVIDENCE INTO PRACTICE 2

PULUPUL, MARIA ANGIE ADAIS, EUNCE CADWISING, NENITA CHAMOS, KIMBERLY ROYCE BAYASEN, CARMINA JOELLE

DECEMBER 10, 2012