USE OF THE TOTAL QUALITY PROCESS IN AN INFECTION-CONTROL PROGRAM - A SURPRISING CUSTOMER-NEEDS ASSESSMENT

The University of Michigan Hospitals began a quality management and im provement process in 1987 as the framework for all of its quality-rela ted efforts and activities. The Infection Control Services department used total quality techniques to develop its mission statement, identi fy customers, identify customer requirements, and develop quality impr ovement objectives to meet the requirements. A service evaluation of c ustomers resulted in specific improvement activities. An unexpected re sult of this evaluation was the difference noted between the Infection Control Services staff members' perception of customer requirements a nd these customers' actual needs. ICPs should use the continuous quali ty improvement tools and techniques to enhance their activities within their institutions, to better meet their customer needs, and to make sure that they are complementing their institution's mission.