Total quality management applications in the healthcare industry: a systems engineering approach

Abstract

The Total Quality Management (TQM) model presented in this paper is a Systems Engineering (SE) approach that is customer driven and adheres to continuous quality improvement principles. If the TQM model is implemented, it can significantly and objectively increase efficiency, productivity and profit margins of care providers in the Healthcare Industry (HCI). The SE approach to TQM is a paradigm shift in the HCI because it is a model that is not currently used or implemented by the care providers. The model is customer driven and results oriented rather than based on individual employee performance. The model also derives from the basic SE premise that the HCI cannot effectively provide service care for its patients unless it is based on patient needs and satisfaction. This model is an evolutionary and objective approach to an industry that is in urgent need of improvements and is currently too costly to operate.