Reports on a recent two‐day conference where delegates examined how total quality management can create a new culture within the UK National Health Service. Discusses the government role in leading the fight to improve the management of health care and its attempts to ensure excellence by emphasising a comprehensive management response, involving changing the culture through education, training and market forces. Considers the problems particularly associated with health care. Reports on the experiences of those involved in implementing TQM in health care, and their suggestions for those about to embark on the process. Discusses the problems of measuring customer satisfaction and reports on a possible solution to the measurement dilemma. Concludes that the conference delegates are committed to adopting a total quality environment for the whole system.
Chase, R. (1991), "The road to recovery", Managing Service Quality: An International Journal, Vol. 1 No. 2, pp. 101-103. https://doi.org/10.1108/EUM0000000003131
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