A TQM evaluation framework for hospitals: Observations from a study

Competitive economic forces are driving the health care industry to try new management methods to remain cost effective and efficient. Many hospitals are in the process of redefining their competitive strengths and competences through the adoption of re-engineering and total quality management (TQM) techniques. The health care crisis of today actually began to surface as a national concern in the early 1980s. At that time, rapidly rising costs were not only jeopardizing the financial viability of hospitals but also inflating the cost of the country’s goods and services[1]. Despite best efforts to contain costs, the crisis continued into...