Nacht E S
Department of Pediatric Dentistry, Medical College of Virginia, Richmond, USA.
J Clin Pediatr Dent. 1995 Summer;19(4):247-9.
Teamwork is considered the key to success in any organization. Total Quality Management (TQM) is a systematic process that optimizes quality and copes with change. The process includes customer satisfaction, as the ultimate criterion of quality; worker empowerment; and reliance on statistical process, rather than inspection and continuous improvement. Managers not only adopt new techniques but also a new philosophy, rethinking their roles to become leaders and mentors instead of bosses. Fourteen points, developed during several decades, are considered the cornerstone of quality and teamwork, and they can apply to what we do in the pediatric dental office. Together, these principles should be viewed as an ongoing process that can take up to five years or more and should be managed with the same emphasis as other systems in your office. The dentist, or leader, implements and takes part in the process, which will improve morale by increasing team spirit.
团队合作被认为是任何组织取得成功的关键。全面质量管理（TQM）是一个优化质量并应对变化的系统过程。该过程包括将客户满意度作为质量的最终标准；赋予员工权力；依靠统计过程，而非检验和持续改进。管理者不仅要采用新技术，还要秉持新观念，重新思考自身角色，从老板转变为领导者和导师。历经数十年发展而来的14点原则被视为质量和团队合作的基石，它们适用于我们在儿科牙科诊所所做的工作。这些原则应共同被视为一个可能持续长达五年或更久的持续过程，并且应该像管理诊所的其他系统一样给予同等重视。牙医或领导者要实施并参与该过程，这将通过增强团队精神来提高士气。
