H. Boerstler et al., IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT - CONVENTIONAL WISDOM VERSUS REALITY, Hospital & health services administration, 41(2), 1996, pp. 143-159
Hospitals nationwide are beginning to implement continuous quality imp
rovement (CQI) (Barsness et al. 1993; Kosta 1992). In large part this
is due to the belief that the implementation of CQI will lead to highe
r quality patient care, improved patient satisfaction, better employee
morale, and lower cost service delivery. However, to date there have
been few empirical studies of CQI implementation efforts in healthcare
(Shortell et al. 1994).