Quality Improvement Program (Department of Veterans Affairs Regional Office and Insurance Center).

摘要

The Department of Veterans Affairs Regional Office and Insurance Center (VAROIC) first began investigating the concepts of Quality Improvement, or Total Quality Management, more than two and a half years ago. In looking at the operation, the authors realized there was room for improvement, not only in lowering error rates and in improving the timeliness of products and services, but also in improving the processes they use to deliver their products and services. They began to understand that improvement opportunities also existed for better understanding and meeting the needs and expectations of their customers.