Last update:
09-Oct-2018

Total Quality Management (TQM) is a human-centered management system that aims to maximize the product or service value for the client (citizen or patient), and the satisfaction of the client, with active involvement of all participants, and at the lowest possible cost. TQM involves the use of technical quality tools presented here, including management by objective, efficiency and effectiveness measuring indicators, Common Assessment Framework and quality management systems based on ISO standard criteria. The implementation of TQM principles delivers multiple benefits for organizations, bringing, in the long run, optimum-efficient results, growth and improvement of processes, robust competitiveness, reliability and quality improvement of administrative and health-care services. This paper describes the concept of TQM adopted in the health-care sector in Greece and analyzes the implementation of the specific technical tools of TQM in the health-care sector in order to demonstrate their importance not only in public services but also in health-care units, and especially hospitals. The long-term strategy of the central government is recorded by presentation of the relevant legislation. A further aim of this paper is to familiarize health-care workers (physicians, health-care scientists and other health-care professionals) with the philosophy of TQM and its tools, as systematic implementation of TQM tools has only taken place during the past few years in Greece in a few health-care units and hospitals.

Key words: Accreditation, Common Assessment Framework, Health-care administration, Management by objectives, Public administration, Total Quality Management.