Applying TQM Principles to Selecting an Information System

The last issue of HFM's Journal was devoted to Total Quality Management & Continuous Quality Improvement (TQM/CQI) methodologies, which have become widely accepted in American industry. One of the greatest success story of the application of TQM/CQI principles was Lee Iacocca's recent turn-around of Chrysler Motors. On his first day on the job, he was invited to a welcoming champagne lunch at Chrysler's headquarters offices to meet the ranks of Vice-Presidents and other executive staff. He declined the invitation, instead removing his jacket, rolling up his sleeves, and walking across the street to meet with workers on the assembly-line and hear what was really wrong with the company. Similarly, hospitals need to involve their "assembly line" workers more in decision-making, by empowering end users to play a greater role in decisions that previously were reserved for the executive suite.