Total quality index: a benchmarking tool for total quality management

The total quality index (TQI) proposed in this study is an information technology-supported benchmarking tool that helps managers assess a total quality management program by enabling the cost-effective measurement of key organizational processes. TQI utilizes the analytic hierarchy process and the Delphi technique to measure ideal and actual quality management along eight critical factors synthesized by Saraph et al. and supported by subsequent research. A study utilizing TQI was conducted to evaluate the progress of quality management in clinical and non-clinical settings. Eight clinical and six non-clinical departments were selected from four different hospitals to participate in this study. The results show that, contrary to the common beliefs, there is little difference in the actual and ideal scores on the eight critical factors between the clinical and non-clinical settings. Introduction Initially developed in manufacturing, total quality management (TQM) has become a widespread movement in health care (Burda, 1988). As the economy became increasingly service oriented, issues of quality and productivity began to spread to the service sector. However, the productivity of service workers has not kept pace with the increasing investment in technology in this sector (Roach, 1991). Also, global competition and deregulation potentially threaten the future of service organizations (Orr et al., 2001). As a result, organizations in this sector have turned to TQM for tools to help them to be competitive. Several issues including the need to contain rising costs, the growth of for-pro®t health care, and advances in medical information systems have contributed to the rapid adoption of TQM in health care (Berwick, 1989; Brashier et al., 1996). Health maintenance organizations (HMOs) were among the ®rst health care organizations to join the total quality management movement (Berwick, 1987). The Emerald Research Register for this journal is available at The current issue and full text archive of this journal is available at http://www.emeraldinsight.com/researchregister http://www.emeraldinsight.com/1463-5771.htm