TQM in my Life, assignment for 2/20/98

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Posted by Rich Spurr on February 19, 1998 at 12:43:12:

The two examples I give are:

1. Columbia healthcare Corporation

Since columbia purchased the facility that I now work, TQM is the main focus of Columbia.
We all believe that the customer must be known and their wants understood and taken care of.

Every month my department director attends meetings on TQM and then we have meetings on how to further
implement TQM. Concept # 2 which states " total involvement" is stressed to us each day.
Prior to our shift beginning, we have " power " meetings which enables us to become focus on what our task is for the day.

As to concept #3, we measure each patients' satisfaction by asking them how they were treated and asking them to fill out a patient satisfaction form prior to discharge.

Everyone that works in the radiology department must implement the TQM principles every day.

The last concept, continous improvement, is the most important to our organization. Columbia stress that all customers, both internal and external are the key to our success as a organization.

Because without satisfied customers, we cannot survive.

2. The second example that I offer is the associates that work at Publix Supermarkets. The store that I frequent is the Colonial Blvd. store. Everyone who is employed there from the cashiers to stockers have

always been customer friendly and extremely helpful in every way possible. If someone cannot help you, they will find someone who can. This espaecially evident in the deli area where they always have suggestions on how to make the meal even better.

Publix measures the customer satisfaction by asking did I find everything that was needed.

Total involvement at Publix is evident to me in that employees are asked to be a leader and empower fellow employees to do the same.

Continous improvment is present in that Publix is building new stores to anticipate the increased needs of the community every year.

Also, when you are waiting in line, the front-end manager will often open up a new register to decrease the waiting by the customer.

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: The two examples I give are: : 1. Columbia healthcare Corporation : Since columbia purchased the facility that I now work, TQM is the main focus of Columbia. : We all believe that the customer must be known and their wants understood and taken care of. : Every month my department director attends meetings on TQM and then we have meetings on how to further : implement TQM. Concept # 2 which states " total involvement" is stressed to us each day. : Prior to our shift beginning, we have " power " meetings which enables us to become focus on what our task is for the day. : As to concept #3, we measure each patients' satisfaction by asking them how they were treated and asking them to fill out a patient satisfaction form prior to discharge. : Everyone that works in the radiology department must implement the TQM principles every day. : The last concept, continous improvement, is the most important to our organization. Columbia stress that all customers, both internal and external are the key to our success as a organization. : Because without satisfied customers, we cannot survive. : : 2. The second example that I offer is the associates that work at Publix Supermarkets. The store that I frequent is the Colonial Blvd. store. Everyone who is employed there from the cashiers to stockers have : always been customer friendly and extremely helpful in every way possible. If someone cannot help you, they will find someone who can. This espaecially evident in the deli area where they always have suggestions on how to make the meal even better. : : Publix measures the customer satisfaction by asking did I find everything that was needed. : Total involvement at Publix is evident to me in that employees are asked to be a leader and empower fellow employees to do the same. : Continous improvment is present in that Publix is building new stores to anticipate the increased needs of the community every year. : Also, when you are waiting in line, the front-end manager will often open up a new register to decrease the waiting by the customer. : : : :

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