Total Quality Management (TQM) is a process of continuous improvement that involves all employees of an organization or team members of a program to improve service provided and reduce weakness by using analysis and problem-solving techniques. During this case, we identify that employees of this company are assisting to conferences and trainings as part of the elements of TQM. It is essential that during this process all employees are extensively trained to acquire skills and use tools that better assist them with this process. Some benefits of TQM are list as:
• Cost reduction: This process eliminates errors and reduces wastes, which as results reduce the cost meanwhile clients/patients enjoy high quality service.
• Increase patient/client satisfaction: when providing high quality service, there are less patients’ complaints and they are willing to fully enjoy services given.
• Employees ...view middle of the document...
I believe some of the process used in this program should be revised and evaluate to promote high quality service. As a result, this program presented some management issues and concerns. First of all, this program only uses one behavior change theory, Transtheoretical Theory, and the chronic model which does not promote behavior change. Secondly, the program did not have consistent team members that assure the amount of patients participating in the program workshop; therefore there were unnecessary amount of money spent on incentives and educational materials monthly. Another issue is that this program obtain a good amount of money for “Market Walk” to provide patients with $10 food coupons, however, poor effort was given to promote this activity. Only few patients benefit from this program’s activity.
As stated previously, this program uses only one behavioral change theory, Transtheoritical Theory. Therefore, methods to change people behaviors seem to be weak. In my opinion, a program needs a combination of a theory and model that better directs the program and assists with patient behavioral change. As a result, I would use the Health belief Model (HBM) and the Transtheoritical (TTM) theory to encourage behavior change. How do the program measure patients’ attitude, belief and perception towards a new behavior? HBM emphasizes on people perception on seriousness of a health problem and the benefits of avoiding the factors compromising their health. Therefore this model would provide direction and predict person’s perception on disease seriousness and the importance of acquiring a new behavior. In addition, once the person recognizes their unhealthy behavior, it’s important to measure their readiness to change behavior. Consequently, TTM would provide the tools to direct the patient on how to change behaviors steps by steps. TTM provides levels that encourage patients to continue improving in their process of behavior change. In conclusion, Total Quality Management will help program’s team members to better assess the needs of their target population by enhancing program services and reducing time, cost, and waste.