Total Quality Management in Contracted EAPs

Abstract

Total Quality Management (TQM) is being implemented in many work organizations throughout the United States in an attempt to compete in a world market. Very few corporations possess the capacity in terms of resources, facilities and expertise to develop, and manufacture a product from inception to market without the use of outside resources. In many instances it is not economically desirable. As a result companies come to rely on a vast array of suppliers with the specific technology needed. Corporations committed to total quality management want suppliers who share the commitment. Employee assistance program vendors are one of these suppliers and as such have to meet the demands of client companies in the TQM arena. This article addresses one EAP vending firm's efforts towards implementing a TQM initiative within its own organization as a strategy to maintain a competitve market position as a supplier of EAP and behavioral health care services. Externally, the result has been to create a product differentiation when competing against other vendors. Internally it has resulted in the enhancement of a more cohesive and productive organization.