TQM

Total Quality Management

How can Total Quality Management Help to Meet the Demands of the Healthcare Industry?

Quality improvement can result in:

•Increased revenue -Customer focus and Quality Care attract the best customers.

-Eliminating rework, mistakes, waste.

-Providing care in a more timely manner.

* Improving inter and intra departmental work flow.

-Improved employee satisfaction.

*Each of these issues reduces cost and improves customer satisfaction.

Total Quality Management as a Model

for Competitive Advantage

Essential Elements of TQM1. Continuous improvement of quality in every process. -perfection is the goal, but it is unobtainable.2. Obsession with customer focus.3. Long-term objectives take precedence over short-term.4. Paradigm change is essential. -holistic approach, not cut-and-paste.5. Requires an all-hands-on-deck effort from both management and front-line workers. 6. Front-line workers are the key to competitive advantage.7. Teamwork.

The difference between Quality Assurance and Total Quality

Management.

QA- synonymous with inspectionStandardization.Measurements used to document minimum achievement.Assigning blame.

TQM- synonymous with continuos quality improvementBenchmarking. Measurements used to provide feedback for process improvement.Blameless system.

The Case for EmpowermentWhere’s it Flow?

Front-line workers are the key to satisfying customers, improving processes, reducing waste, and product/process innovation.

-W.E. Demming

As quality of life replaces money as motivation, workers do not want to feel managed, they want to participate in the business decisions affecting them.

-W.J Ransom

Ownership

Commitment

Responsibility

Empowerment

Creating the Stewardship Environment

Empowerment as a means of achieving a competitive advantage through

Organizing the work force.

•Allows employees to utilize their skills, creativity, knowledge to improve product/service/process quality and reduce cost.•Focus on Level 4 and 5 of Maslow.•Errors are generally the result of systems failures not individual failures.“The Challenger Launch Decision” --Dr. Diane Vaughan. To err is human. Prepare for it by minimizing opportunities to make mistakes.

• Most organizations are only capable of limited degree of empowerment.

•Organizations that gain competitive advantage from an empowered work force are truly unique.

•Reality

How do we turn the organization over to the employees?

•Transformational leadership.

•Executive leadership.

•Stewardship environment.

•Levels of empowerment.

•Management sophistication.

Implementing the principles of TQM in the Nuclear Medicine Department.

•Train/inform/develop commitment•Identify success factors•Develop a strategic plan with team members (start small)•Identify indicators --initial assessment•Implement plan/action --outcome assessment•Respond to outcome assessment•Recognize achievements

VisionMissionValues

Direction fromAdministrative Level:

Barriers to implementation of TQM

Barriers:Heavy reliance on QA paradigm.The search for the perfect plan.Lip service.Lack of vision.Lack of understanding of the principles of TQM by leadership.Resistance to change (that’s not the way we do it).Short-term focus?

Advantages:Most healthcare workers do care.Teamwork is relatively good (believe it or not).Driven by sense of purpose.Long term focus?

Can the TQM philosophy be effectively implemented in the absence of executive

level support?

Barriers:Lack of vision.Lack of support/culture.Lack of cooperation from other departments.Employee motivation.

Advantages:Autonomy.Physician support.Employee motivation.

Another Comment on MGT Styles

Staff

CEO

CEO

Staff

Which one is prevalent in your institution?

CQI Leadership

Customer-focusedObsession with QualityTeamworkLooking for Faults in the SystemContinual Education and Training

Customer Driven

Supplier Input Action Output Customer Outcome

Owner

Where’s the focus?Who’s the owner?

The Key to CQI

CustomersWorkers

MGT

Board

So where do we go from here? Do you see TQM working in the

healthcare arena? What will stop this from happening? What might force it to occur? Where would you like to work when

you graduate – X – Y – X? What motivates you to work? In the end its up to the individual to

make change happen.

End of Lecture

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