Describes the use of flow chart techniques or ′clinical pathways′ by health care organizations who aim to use TQM to increase patient satisfaction. Acknowledges the fact that measurement of clinical processes is a complex task, involving input from many areas. Gives a case example of continuous improvement in one process of health care, with the result that quality of medical care improved.
Lowenhaupt, M. (1992), "′Win‐win′ opportunity", Managing Service Quality: An International Journal, Vol. 2 No. 1, pp. 55-58. https://doi.org/10.1108/09604529210029056
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