Abstract
Total quality management (TQM) or continuous qual ity improvement (CQI) are terms no longer being used exclusively within the manufacturing industry sector. Health care facilities, such as hospitals and nursing homes, are beginning to actively compete with each other for patients as well as face new regulations from the government. Hence, it is imperative that these facili ties reevaluate their services and correct any produc tion problems in order to be cost-effective and efficient in providing quality. Therefore, the objective of this article is to describe a model developed for improve ment of hospital-wide services provided by the Baptist Health Systems' Montclair facility, a private, community hospital located in Birmingham, Alabama. The Team Works for Quality model, used to charter over 40 teams, illustrates how managers and employees can build a multifaceted process that delivers services in excess of customer expectations.
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