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Unit 3: Concept of Quality Management

injuries. Going by trends in developed healthcare markets, it is imperative that Indian Notes
healthcare providers woke up to the need for quality in the delivery of healthcare services,
irrespective of the level at which healthcare is provided and the type of services provided.
Sources: Dr Vivek Sahi, Express Healthcare.

3.2 Principles of TQM

The core principles of total quality are as follows:
(i) A focus on the customer
(ii) Participation and team work

(iii) Employee involvement and empowerment
(iv) Continuous improvement and learning.

3.2.1 Customer Focus

The modern definition of quality centers on meeting or exceeding customer expectations. Thus,
the customer is the principle judge of quality. Perceptions of value and satisfaction are influenced
by many factors throughout the customer’s overall purchase, ownership and service experiences.
Companies must focus on all product and service attributes that contribute to perceived value to
the customer and lead to customer satisfaction. To accomplish this task, a company’s efforts need
to extend well beyond merely meeting specifications, reducing defects and errors on eliminating
complaints. They must include both designing new products that truly delight the customers
and responding rapidly to changing consumer and market demands.

A firm also must recognize that internal customers are as important in assuring quality as are
external customers. Employees who view themselves as both customers of and suppliers to
other employees understand how their work links to the final product.
Customer focus extends beyond the consumers and internal relationship to the society which
represents an important customer of business. Business ethics, public health and safety,
environment and the sharing of quality – related information in the company’s business and
geographic communities are necessary activities of a world-class company.

3.2.2 Participation and Team Work

When managers give employees the tools to make good decisions and the freedom and
encouragement to make contributions individually or in teams, they virtually guarantee that
better quality products and production processes will result. In any organization the person
who performs a job is the person who best understands the job and how to improve both the
product and the process. By training employees to think creatively and rewarding good
suggestions, managers can develop employee loyalty and trust.

Note Managers must formulate systems and procedures and put them in places to ensure
that participation becomes a part of the work culture.

Participation: Participation of employees can be encouraged by implementing suggestion
systems or schemes that act quickly, provide feedback and reward good suggestions.

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