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Total Quality Management

Total Quality Management (TQM) is an integrated organizational effort to improve quality at every level to ensure customer satisfaction. TQM focuses on meeting customer expectations, continuous improvement, employee empowerment using quality tools, and ensuring quality in product design and processes. TQM was applied in a hospital to improve patient satisfaction with nursing services through staff retraining, personality development training, and protocol reorientation. It was also used to reduce infections in the intensive care unit through evidence-based practices, new medical supplies, proper antibiotic use, and care bundle compliance monitoring.

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Reia Anghel
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3K views29 pages

Total Quality Management

Total Quality Management (TQM) is an integrated organizational effort to improve quality at every level to ensure customer satisfaction. TQM focuses on meeting customer expectations, continuous improvement, employee empowerment using quality tools, and ensuring quality in product design and processes. TQM was applied in a hospital to improve patient satisfaction with nursing services through staff retraining, personality development training, and protocol reorientation. It was also used to reduce infections in the intensive care unit through evidence-based practices, new medical supplies, proper antibiotic use, and care bundle compliance monitoring.

Uploaded by

Reia Anghel
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Total Quality Management

A STUDY AND LINK


TO PRACTICE

E2 PRESENTATION
BY: R. ANGEL
Total Quality Management

(TQM) is an integrated organizational effort


designed to improve quality at every level to
ensure customer satisfaction- company-wide
quality control

TQM is about meeting quality expectations


as defined by the customer; called
customer-defined quality.
3 Main perspectives of quality
THE PHILOSOPHY OF TQM

 TQM focuses on identifying root causes of quality


problems and correcting them at the source.
 Not only does TQM encompass the entire
organization, but it stresses that quality is customer
driven.
 TQM attempts to embed quality in every aspect of
the organization. It is concerned with technical
aspects of quality as well as the involvement of
people in quality, such as customers, company
employees, and suppliers.
Concepts of the TQM Philosophy
Concept Main Idea

Customer focus Goal is to identify and meet customer needs.


Continuous improvement A philosophy of never-ending improvement.
Employee empowerment Employees are expected to seek out, identify, and
correct quality problems.
Use of quality tools Ongoing employee training in the use of quality
tools.
Product design Products need to be designed to meet customer
expectations.
Process management Quality should be built into the process; sources of
quality problems should be identified and corrected.
Managing supplier quality Quality concepts must extend to a company’s
suppliers.
Customer focus
Customer Focus…

A 'high quality' service is one


where the customer's perceptions
meet or exceed their expectations.
 VISION
 
We shall continue to be the lead tertiary specialty
center for renal diseases and organ transplantation
in the Philippines and Asia which provides the
highest level of training, research, and treatment in
dialysis and organ transplantation (kidney, liver,
pancreas, cell and bone marrow).
MISSION

To Work hand-in-hand with government in the


achievement of good health for the Filipino people by
providing specialized medical services, specifically in the
prevention and treatment of end-stage renal diseases
and other end-stage organ failure through dialysis and
transplantation.
To create a work environment that encourages
teamwork, recognizes individual worth and rewards
outstanding performance.
Continuous improvement…
A philosophy of never-ending improvement.
The Plan-do-act cycle
Benchmarking
Studying the business practices of other companies
for purposes of comparison.
Employee empowerment
Quality tools

TQM places a great deal of responsibility on all


workers.

Employees are to define in measurable, objective and


meaningful terms a perceived problem, before its
solution can be determined.

Thus to assess quality, they need to use a variety of


quality control tools and interpret findings to correct
problems.
Cause-and-effect diagrams are charts that identify
potential causes for particular quality problems. They are
often called fishbone diagrams because they look like the
bones of a fish.
Cause and effect diagram
flowchart is a schematic diagram of
the sequence of steps involved in
an operation or process.
checklist is a list of common defects and the
number of observed occurrences of these defects.
Link to practice in Health care
Product Design & Process Management
link to practice 1

Increasing patient satisfaction to nursing services

The Problem

Based on the report of Customer Service Department,


there has been a minimal progress or improvement in
terms of patient satisfaction with regards to the nursing
care which is being rendered to clients. While the
different nursing units were still hitting the passing mark
of 3.5, we still want to raise the bar in terms of provision
of care.
The solutions

Retraining of the staff in terms of skills


enhancement.
Spearheading the Personality Development training
which aims to boost the professional image of our
healthcare workers
Reorientation on pertinent policies and protocols by
head nurses and clinical supervisors
Giving of positive reinforcements to the staff like
tokens, certificates and scheduling privileges
Result:
Link to practice 2

Reducing hospital-acquired infections at the


Intensive Care Unit
The Problem

In 2005, overall hospital-acquired infection (HAI) rate at


the Intensive Care Unit was almost 6 per 1,000 patient-
days. HAIs need to be controlled because:
• Healthcare-associated infections are adverse consequences
of hospitalization and are often preventable which
unfortunately, these happen due to deficient standards of
care
• Healthcare-associated infections prolong hospital stay and
require costly treatment
Reducing hospital-acquired infections at the
Intensive Care Unit
The Solutions
Evidence-based practices were taught and implemented
New medical supplies were acquired and used which as
evidences have shown have shown to decrease HAI
rates
Proper utilization of antibiotics
Compliance to recommended bundles of care when
using invasive devices was regularly monitored to
ensure that all stakeholders were on board with the
intervention
result
Seize the day!

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