Questions whether people really understand what total quality management is, what it can do to an organization, how the organization can cope with fully espousing a TQM strategy in a general environment in which TQM is not understood. Asks whether there are any benefits for patients, can it be proved, and how long will it take? Explains how a district health authority has approached total quality management and identifies some benefits to customers.
Hawkes, J. (1992), "Total Quality Management: Is There Any Point in It?", International Journal of Health Care Quality Assurance, Vol. 5 No. 4. https://doi.org/10.1108/09526869210016870
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