Best Practices of Total Quality Management Implementation in Health Care Settings

Abstract

Due to the growing prominence of total quality management (TQM) in health care, the present study was conducted to identify the set of TQM practices for its successful implementation in healthcare institutions through a systematic review of literature. A research strategy was performed on the selected papers published between 1995 and 2009. An appropriate database was chosen and 15 peer-reviewed research papers were identified through a screening process and were finally reviewed for this study. Eight supporting TQM practices, such as top-management commitment, teamwork and participation, process management, customer focus and satisfaction, resource management, organization behavior and culture, continuous improvement, and training and education were identified as best practices for TQM implementation in any health care setting. The article concludes with a set of recommendations for the future researchers to discuss, develop, and work upon in order to achieve better precision and generalizations.

KEYWORDS:

• health care institutions
• total quality management
• TQM implementation
• TQM practices

Notes

TMC = top-management commitment; TWP = teamwork and participation; PM = process management; CFS = customer focus and satisfaction; RM = resource management; OBC = organization behavior and culture; CI = continuous improvement; and TE = training and education.