Development of a Total Quality Management Plan for David Grant USAF MedicalCenter Travis Air Force Base, California (Final Report, July 1990-July 1991)

摘要

The Office of the Secretary of Defense created a master plan for theimplementation of Total Quality Management (TQM) in the Department of Defense (DoD) in response to a 1988 Presidential mandate. TQM is a management philosophy that has been embraced by DoD as the best method to improve quality and productivity and reduce costs within the Department. The TQM concept is primarily based on the pioneering work of Dr. W. Edwards Deming, Dr. Joseph H. Juran, and Philip B. Crosby and is directed at achieving continuous process improvement of products and services. The overriding objective of TQM is to increase customer satisfaction. While the application of TQM in the manufacturing industry and the military acquisition system has been successful, the health care industry has only recently begun to make inroads. Implementation of this new philosophy will prove to be a unique challenge for health care executives (Gillem, 1988). Significant planning will have to be accomplished in order to implement TQM in the military health care system to meet the 1995 deadline imposed by DoD.... Total quality management implementation plan.