Total Quality Management and Continuous Quality Improvement Essay Example
Total Quality Management and Continuous Quality Improvement Essay Example

Total Quality Management and Continuous Quality Improvement Essay Example

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  • Pages: 3 (688 words)
  • Published: May 6, 2017
  • Type: Article
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Total Quality Management (TQM) and Continuous Quality Improvement (CQI) is defined in the TUI module two background information, which cites (Ovretveit 1995) as; “A comprehensive strategy of organizational and attitude change, for enabling personnel to learn and use quality methods, in order to reduce costs and meet the requirements of patients and other “customers”. Module two, background information also suggests an alternate definition given by U. S. theorists: “TQM/CQI is simultaneously two things: a management philosophy and a management method”.

These theorists propose that there are four distinguishing characteristics or functions that make up TQM/CQI: empowering employees, adopting norms, developing approaches, and providing motivation for employees. This paper will discuss how FHP incorporated, a government contracted HMO provider adopted a quality improvement program which implemented different aspects and principles of

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TQM/CQI and the benefits that emerged as the result of this program. FHP incorporated established a long-term strategy to which was to create a 100 percent FHP-focused quality process based on upon their quality policy or vision.The policy stated: “We manage the quality and the cost of healthcare provided. We are committed to understanding and meeting the requirements of our members, fellow employees and service partners.

We will do our jobs right the first time, every time. Even in the most challenging of circumstances, we will be uncompromising in our delivery of service and healthcare. ” (1) Their upper level management established the framework for quality based off of the “four absolutes” developed by Crosby.These four absolutes make up and entire process from definition to measurement which were adopted and modified by FHP Incorporated to suit their needs. (1) Their definition represents a conformance to requirement, system:

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prevention, performance standard: zero defects, and measurement was based upon the cost of nonconformance. (1) Based upon the prior definition of TQM/CQI, FHP incorporated empowered their employees to seek out the proponents of noncompliance through the formation of quality improvement teams (QIT).

They were tasked to figure out the requirements based on the input from the consumer in regards to their needs and desires. They then communicated these needs to their suppliers and service partners and then measured the outcomes. FHP adopted a system of prevention for its quality improvement program which focused on preventative medicine, eliminating waste, saving time and reducing expenses. (1) They developed things such as process model worksheets that cite the entity responsible for the care rendered and the quality of care based on a grid system.This process model worksheet has aid in the development of new products and programs.

Prevention seems like a defensive word, but in all reality it keeps people looking for new ways to do things and gets them in the mindset of thinking into the future in attempt to avoid complications. FHP also developed an unconventional approach that stretches the normalcy of business. They based their approach on Crosby’s idea of “zero defects”. A few benefits to this approach: by doing things right the first time they will be saving time, money, manpower and materials from being wasted.

The cost of quality is taken into account with this approach because in healthcare the cost of doing things wrong is immensely high. Lastly, FHP provides motivation to its employee’s through a number of Crosby’s fourteen steps. They have a zero defects day, provide education and embrace goal setting; all which

enhance morale of its’ employees and give them the motivation necessary to keep the quality improvement cycle moving. If these management directives were to be carried out by the employees and enforced by upper level management then FHP Incorporated should have done well at meeting its vision statement.

By keeping this quality improvement program running they will be constantlyevolving based on the needs of their client base. Constant evolvement will aid in eliminating the waste of manpower, time and materials. “In, FHP was awarded full accreditation status by the National Committee for Quality Assurance. To date, FHP is the largest federally qualified HMO in the U.S. , with more than 310,000 senior plan members nationwide. ” (1) These accomplishments speak for themselves and prove that these management techniques are successful when applied correctly.

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