Total quality management: Field of dreams?
- 1 January 1995
- journal article
- review article
- Published by Wolters Kluwer Health in Health Care Management Review
- Vol. 20 (4) , 15-25
- https://doi.org/10.1097/00004010-199502040-00003
Abstract
Total quality management promises to reconcile cost/quality conflicts, increase customer satisfaction, and improve hospitals' competitiveness as well as operational and financial performance. This article reviews the hospital literature on TQM and concludes that there is little evidence to substantiate these claims. The article concludes with implications for research and management.Keywords
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