Quality management series. How we implemented TQM in our laboratory and our blood bank.

Our experience in laboratory and blood services at LDS Hospital within Intermountain Health Care (IHC) is evidence that the theories behind total quality management (TQM) can be implemented into daily work. Some of the changes and results we have seen are increased employee accountability, paradigm shifts, process improvements, assessment using tools and measurement, increased customer and employee satisfaction, and cost savings. Some areas of the new TQM culture that we have focused on and made tremendous strides in are education in continuous quality improvement (CQI), CQI teams, quality councils, vision setting, self-managed work groups, change of management style, and celebrating success. We have learned that changes in culture take time and patience; managers must be willing to change their style; the CQI process and tools must be used; building trust and aligning values are important; education is key; making mistakes is how we learn; a customer focus is vital; significant change follows finding root causes; and we must just do it and not worry about all the little details. To make the change to a TQM culture, an organization must have faith in its employees, educate them, and be customer focused!