Quality Improvement and Total Quality Management
Objective 7-7 Identify the activities and underlying objectives involved in total quality management.
It is not enough to control quality by inspecting products and monitoring service operations as they occur, as when a supervisor listens in on a catalog sales service representative’s customer calls. Businesses must also consider building quality into goods and services in the first place. Hospitals, such as St. Luke’s Hospital of Kansas City, for example, use employee teams to design quality-assured treatment programs and patient-care procedures. Learning from past problems of staff and patients, teams continuously redesign treatments, work methods, and procedures to eliminate the sources ...
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