Applying Total Quality
Management Concepts
to Public Health Organizations
ARNOLD D. KALUZNY, PhD
CURTIS P. McLAUGHLIN, DBA
KIT SIMPSON, DrPH
The authors are with the University of North Carolina at
Chapel Hill. Dr. Kaluzny is Professor and Dr. Simpson is
Assistant Professor of Health Policy and Administration at the
School of Public Health. Dr. McLaughlin is Professor of Health
Policy and Administration, School of Public Health, and
Professor of Business Administration, School of Business. They
are Senior Associates of the University's Cecil G. Sheps Center
for Health Services Research.
Tearsheet requests to Arnold D. Kaluzny, PhD; UNC, Sheps
Center, Chase Hall, Chapel Hill, NC 27701-7490; tel. (919)
966-5011.
Synopsis.......
Total quality management (TQM) is a participative,
systematic approach to planning and implementing
a continuous organizational improvement
process. Its approach is focused on satisfying
customers' expectations, identifying problems,
building commitment, and promoting open decisionmaking
among workers. TQM applies analytical
tools, such as flow and statistical charts and check
sheets, to gather data about activities within an
organization. TQM uses process techniques, such
as nominal groups, brainstorming, and consensus
forming to facilitate communication and decision
making.
TQM applications in the public sector and particularly
in public health agencies have been limited.
The process of integrating TQM into public health
agencies complements and enhances the Model
Standards Program and assessment methodologies,
such as the Assessment Protocol for Excellence in
Public Health (APEX-PH), which are mechanisms
for establishing strategic directions for public
health.
The authors examine the potential for using
TQM as a method to achieve and exceed standards
quickly and efficiently. They discuss the relationship
of performance standards and assessment
methodologies with TQM and provide guidelines
for...
