Antti-Poika M
Institute of Occupational Health, Helsinki, Finland.
Occup Med (Lond). 1995 Dec;45(6):298-304. doi: 10.1093/occmed/45.6.298.
A quality system in accordance with the principles of the ISO 9004-2 standard has been implemented at a department examining patients with occupational diseases. The quality system is the organizational structure needed to implement total quality management (TQM). The purpose of the system is to ensure that everyone is aware of the common quality objectives and knows how to achieve them. The quality system involves participation, training and guidelines and is based on customers' satisfaction and fluency of the activities. When the duration of the completed examinations was used as a measure of the fluency, this study demonstrated that TQM is feasible in health care. The fluency increased spontaneously due to increased awareness of rapidity as one of the quality characteristics and better understanding of the entire work process. This practical approach seems to be a good way to build up the basic quality and to motivate the personnel.
一个按照ISO 9004-2标准原则建立的质量体系已在一个职业病患者检查科室实施。该质量体系是实施全面质量管理（TQM）所需的组织结构。该体系的目的是确保每个人都了解共同的质量目标并知道如何实现这些目标。质量体系涉及参与、培训和指导方针，并且基于客户满意度和活动的流畅性。当将完成检查的时长用作流畅性的衡量标准时，本研究表明全面质量管理在医疗保健领域是可行的。由于对作为质量特征之一的速度的认识提高以及对整个工作流程的更好理解，流畅性自发提高。这种实用方法似乎是建立基本质量和激励员工的好方法。
