Total Quality Management (TQM) and Quality Assurance in Nursing, Lecture notes of Nursing

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QUALITY MANAGEMENT

NOTES BY ELIASPARAMEDIC.

TOTAL QUALITY MANAGEMENT

TQM is a process for managing

quality:

A process of perpetual improvement in

everything we do.

It is also set of guiding principles that

represent the foundation of a continuously

improving organization.

TQM cont.

• It Involves each individual and group within the organ
• TQM provides a way of life to constantly improve the

performance at every level and in every activity by

creating a positive continuous improvement

environment based on;

 Team work

Ct--

trust and respect

examining the process through which

work gets done in a systematic,

consistent organizational wide

manner,

applying quantitative methods and

analytical techniques and expanding

ones knowledge and expertise in

process improvement.

1. Customer focused

Organization

Organizations depend on their customers and

therefore should understand current and future

needs, meet customer requirements and strive

to exceed customer expectations.

This requires :

• Identification of customers ( Internal & external

• Understanding stated and implied needs /

expectations

CT--

Establishing measures of satisfaction customer

needs/ expectation

Determining how far customer needs are being

met at present.

Efficient processing of customer complaints.

Establishing customer focus down the line

including distributors.

Seeking customer feedback and its analysis for

taking measures to improve customer

satisfaction.

CT--

• Search for challenging opportunities to change,

grow, innovate and improve.

• Experiment, take risk and learn from the

mistakes.

• Foster collaboration by promoting cooperative

goals and building trust.

ct--

• Strengthening others by sharing information and

power and increasing their discretion and visibility.

• Set an example by behaving in the ways that is

consistent with the stated values.

• Plan small wins that promote consistent progress

and build commitment.

• Recognize individual contributions to the success

of every project.

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Fear must be totally removed from the

organization and employees must be encouraged

to bring out weakness in the system,

• Empower employees to take appropriate action

in their area of work for improvement.

• In case of a mistake, examine the system rather

than the man to prevent its recurrence.

Ct---

Involve employees in quality plans and draw

upon their intimate knowledge of processes for

improvement.

• Assess employee satisfaction level and take

appropriate measures to improve their morale so

that they take pride in belonging to the company.

CT--

• Verification of product/ service for

conformance before instruments.

• Maintenance/ calibration of process

equipment's and measuring instruments.

• Analysis of process data for improvement.

5. System approach to management

Identifying, understanding and managing a

system of interrelated processes for a given

objective improves the organization’s

effectiveness and efficiency.

6. Continuous Improvement

Continuous improvement should be a permanent

objective of the organization.

• This requires :
• Measurement of quality.
• Analysis of quality data and investigations for non

conformities.

• Seeking opportunities for improvement rather than

reacting to quality problems.

• Benchmarking.

CT--

• Organization for quality improvement like

quality circles, quality improvement teams for

taking up specific projects.

• Review of Q.I.P’s ( Quality Improvement

Projects ) by top management.

• Recognition of significant achievements.