Title Details

ELLEN J. GAUCHER is senior associate hospital director and chief operating officer of the University of Michigan Hospitals in Ann Arbor, Michigan. She is coauthor, with Richard J. Coffey, of Transforming Healthcare Organizations: How to Achieve and Sustain Organizational Excellence (Jossey-Bass, 1990), which received the 1992 James A. Hamilton book of the year award from the American College of Healthcare Executives. RICHARD J. COFFEY is director of management systems at the University of Michigan Hospitals, Ann Arbor, and an adjunct assistant professor in industrial and operations engineering at the University of Michigan.

Part One: Setting the Stage
1. Why Implement Total Quality Management?
2. Understanding TQM
3. Integrating TQM and Quality Assurance
4. Integrating TQM with Other Initiatives
Part Two: Creating a TQM Culture
5. Organization and Leadership
6. Organizational Culture
7. Physician Involvement(Eric W. Kratochwill, L. Paul Sonda)
8. Teamwork
9. Education and Training
10. Reward and Recognition
Part Three: Analytical Methods for TQM
11. TQM Actions in Daily Operations
12. Quality Improvement Methods
13. A Case Study of Quality Improvement
14. Advanced Applications of TQM
Part Four: Reflections
15. Beyond the Glitter
16. Conclusion
AppAndixes: A. Self-Assessment Tool B. Action Steps

"A must read for all who believe healthcare delivery can derive immense benefit from continuous quality improvement." —Kathryn E. Johnson, president and CEO, The Healthcare Forum

"This book offers specific, 'how to' guidance to healthcare leaders engaged in the hard and important job of making real organizational changes in response to urgent social needs." —Donald M. Berwick, president and CEO, Institute for Healthcare Improvement

"A major contribution . . . an authoritative, comprehensive overview of health care TQM accessible to executives and practitioners alike." —Glenn Laffel, editor, Quality Management in Health Care