TOTAL QUALITY MANAGEMENT (TQM) is a participative, systematic approach to planning and implementing
a continuous organizational improvement process.
Its approach is focused on satisfying customers' expectations, identifying problems, building commitment, and promoting open decision-making among workers. TQM applies analytical tools, such as flow and statistical charts and check sheets, to gather data about activities within an organization.
TQM uses process techniques, such as nominal groups, brainstorming, and consensus forming to facilitate communication and decision making.
TQM has arrived on the health services scene, or at least in parts of the health services system. The Joint Commission on the Accreditation of Healthcare Organizations, for example, has incorporated TQM concepts in its Agenda for Change. The
American Hospital Association, through its Hospital Research and Educational Trust, has published