Total quality management
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In health care quality assurance, total quality management, also called continuous quality management, is "the application of industrial management practice to systematically maintain and improve organization-wide performance. Effectiveness and success are determined and assessed by quantitative quality measures."[1][2]
The Institute of Medicine has addressed this topic.[3]
Kano proposes that customers want basic, linear, and attractive qualities.[4] Kano proposes that basic expectations are subconscious unless they are not met. On the other hand, attractive qualities are supraconscious and lead to delight when they are met.
References
- ↑ Anonymous (2024), Total quality management (English). Medical Subject Headings. U.S. National Library of Medicine.
- ↑ Shortell SM, Rundall TG, Hsu J (2007). "Improving patient care by linking evidence-based medicine and evidence-based management.". JAMA 298 (6): 673-6. DOI:10.1001/jama.298.6.673. PMID 17684190. Research Blogging.
- ↑ Fanjiang, Gary; Reid, Proctor P.; Grossman, Jerome H. (2005). Building a better delivery system: a new engineering/health care partnership. Washington, D.C: National Academies Press. ISBN 0-309-09643-X.
- ↑ Kano, N (1995). “Upsizing the organization by attractive quality creation”, Kanji, Gopal K.: Total quality management: proceedings of the first world congress. London: Chapman & Hall, 60-72. ISBN 0-412-64380-4.