Implementation of a Total Quality Management System, Research Paper Example
Words: 1786Research Paper
Total Quality Management a management approach to long–term success through customer satisfaction. (ASQ, n.d) This purpose of this paper is to examine Total Quality Management (TQM) with a focus on the healthcare organization. Also with the purpose of the future of CQI and what the successful implementation of TQM into the healthcare organization. In order to get a full understanding of what TQM means for the healthcare organization it is necessary to gain comprehension through defining Total Quality Management. “Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. TQM requirements may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for standardization ISO 9000 series.(Search Data Center, 2006) When implementing TQM into an organization it is flexible in its structure to be applied to any type of organization. TQM first started out to benefit the manufacturing industry and has since adapted in almost every type of organization, including schools, highway maintenance, hotel management, and churches. For the purpose of this paper, the current focus Total Quality Management is for the healthcare industry. TQM is based on quality management from the customer’s point of view.” (Search Data Center, 2006)
Implementing TQM in Healthcare
Implementation of any new system into an organization or business is a long and complicated process that requires much time and research. Total quality management of an organization means that management has the need to involve all of its organization and stakeholders in order to improve their organization in providing better service. Healthcare organizations should identify all who works within the organization, and inform them of the goals and measures that they should be taken in order to assist the organization in the TQM process. Total Quality Management (TQM) is not as a complicated concept as it may seem. It is no nonsense and clear approach that is implemented in any business. The goals of Total Quality Management are to stress process improvement at all levels of an organization, and the importance of understanding how to achieve goals effectively and efficiently. The objectives of a Total Quality Management (TQM) system in the healthcare organization is to reduce costs and improve customer or patient satisfaction. These goals are achieved, in part, patient quality care, such as seeing patients in a timely manner, charging these patients a reasonable price for the services they are receiving, and reducing patient follow-up visits. The first step is strategic planning including, research, design process, and a goal for quality patient care. A total overhaul of the health organization is needed. Every employee and executive on board and have a role in the overhauling of the health organization.
Planning to for integrated networks to bring healthcare services closer to patients, and a strategic plan put in place to manage healthcare costs. The next step in implementing TQM is Quality management. The goal of the organization is to put forth customer or patient satisfaction by implementing quality management systems including transportation from one facility to the next, and hospitality when caring for the patient, proper protocols are followed. A way that healthcare is making sure patient quality is met by conducting customer satisfaction survey. In ensuring quality management is by fostering a culture that is dedicated to continuous improvement. Adopting an ISO 9000 certification benchmarking for quality management.
Another step is Human Resources Management. A part of this plan is to foster relationships with vendors and suppliers to ensure quality products for patients. Training of employees including nurses and doctors in patient care and management systems. Constant employee awareness and feedback on status are provided, and a reward/recognition process are established. (ASG, 2013) The last step is upgrading computer systems to handle and measure patients and computer data. Timely information from MIS to improve decision-making process, quality of patient care, productivity and reduction in healthcare costs. (ASG, 2013) Provide innovative ideas from staff resulted in improved productivity and increased customer satisfaction. The use of medical technologies to improve process performance without increasing costs and, top management needs to identify the core values and communicate them effectively while planning for management healthcare operations.
Assess the future of CQI within a health care organization
Continuous Quality Improvement refers to philosophy of organizational product and service quality. This process leads to systematic analysis of organization for decision making process based on the facts and organization activity. It deals with risks involving the quality of the product and service by improving the communication both internally and externally. Through the systematic procedure of CQI employees and workforce are educated and team work relationship is created among them. According to it further creates Seymour (1992), CQI creates a structure conducive to never-ending, incremental improvement by developing cooperative workforce-management relations. “The hospital industry, in particular, has substantially embraced the concepts of CQI and total quality management (TQM) with the belief that these concepts and programs will lead to an improvement in both the quality and efficiency with which health services are delivered.” (Carmen et al, 2010)
CQI is a common process that will help to improve to make a clear the process to improve. CQI involves incorporating the organizations data, and abide by the strategic plan that was put in place at the beginning of the process. Involvement from employees will help to keep the work environment cohesive and motivated. This will foster better quality in patient care and services of the organization. When accessing CQI in the organization, the strategic plan must be reviewed and considered, increase of a conflict or error in patient satisfaction. Making certain that implementing CQI will not conflict with the strategic plans objectives, tactics should be taken to identify the objectives and goals of the organization. Ways to provide this information is by gathering data to pinpoint areas where their quality is not being ensured, and patients’ needs are not being met. When the information is gathered the problem will be clearly defined, and a solution will be made to understand how it originated, and if the problem could occur again. CQI and TQM go hand in hand when trying to successfully implement both into the health organization, there are three components of CQI which include, customer satisfaction, the scientific approach, and a team approach that requires all employees be involved. The outcomes of the assessments of CQI and TQM are interrelated notions and products outcomes assessment constitutes the basis for CQI and TQM. As a result of the results of assessment organization keeps striving to continuously improve the quality of the outcomes to better serve the clientele (Stupak & Leitner, 2001).
Proper Implementation of TQM Change the Healthcare World
Implementing TQM in any business let alone in the healthcare world can tremendously improve productivity and management and ensure that patients’ needs are being met. When properly implemented an improvement in the work environment, employees, patient care, and costs will be shown. Successfully implementing TQM in healthcare organizations will healthcare save organizations money, time, and effort when they changed their existing process? The benefits of successful implementation include allowing for the company to build its reputation by removing errors and leading to zero problems within its strategic strategy. The management process helps the organization to have a good relationship with employees by increasing their morale, team work and involvement in decision making process. As a result of quality control inspections and lower costs to the production process, TQM emphasizes the importance on the quality of product and as a result company is able to focus on the creation of high level quality production.
TQM allows management to be aware of quality level of products and services being provided by quality assurance product testing which is a key aspect of the Total Quality Management. As a result of assuring the quality level of product and services, customers are more satisfied. Owing to quality assurance testing by TQM the products and services of the organization constantly meet the quality requirement of the customers. Thus, customer satisfaction as a result of high performance of product and service can lead to have good reviews from customers and increased better reviews from the client and customers further increases the sale of the product and business. TQM stresses on the need to place attention on the fulfillment of employees’ requirements. The satisfaction of employees in the organization causes the company to achieve the objectives of the Total Quality Management. Employee satisfaction can increase the productivity of the organization as it creates motivation for employees to work harder to achieve the organizational goals.
TQM Changes Organizations Strategic Plan
An organizations main approach to TQM is to put the patients first and to minimize costs. In doing, so they first map out the strategic plan in implementing the TQM model. The strategic plan involves, defining the mission statement of the organization. Applying the mission statement from the plan throughout the healthcare organization will lead to beneficial results. Following the quality measures and goals adopted by the strategic plan put in place will lead to the most beneficial results. The next part of the strategic plan is physician involvement in managerial decision-making. The part is pivotal in establishing full commitment and participation from all levels of employees including the CEO. If all do not participate or have their roles clearly defined in the process than a full overhaul of the organization will not take place, and quality care might be lost on the employee.
The third part of the strategic plan is forming healthcare networks with other providers, when these are met they provide quality products for the organization. Working with TQM and CQI techniques helps the organization in other areas. The training of staff of doctors is a part of the strategic plan, but it should be a part of every organization when trying to establish a quality system and putting the patient care first. In TQM, the strategic plan should be to improve the overall quality throughout the organization. A series of objectives ranging from the way patients are treated to methods used in demonstrating leadership is applied so that total quality management in healthcare is met.
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Stupak Ronald, Leitner Peter. (2001) Handbook of Public Quality Management (Public Administration and Public Policy). Marcel Decker Inc. New York, New York.
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