ACADEMY OF HEALTH SCIENCES (ARMY) FORT SAM HOUSTON TX HEALTH CARE ADMINISTRATION
The medical community is in the process of a paradigm shift in its management philosophy from one of traditional quality assurance, to the concepts of total quality managementcontinuous quality improvement TQMCQI. This change is being prompted by the Joint Commission on Accreditation of Healthcare Organizations JCAHO initiative, an Agenda for Change. TQMCQI is an organizational philosophy which focuses on customer orientation, statistical assessment and continuous improvement of processes. Its implementation will require significant cultural change for most health care organizations. The military community will not be an exception. This study researches the process of improving the delivery of OB-GYN services at the Frankfurt MEDDAC, using TQMCQI tools and principles. The objective is to identify and reduce process variation and thereby, improve internal and external customer satisfaction i.e. , improved real and perceived quality. Total Quality ManagementContinuous Quality ImprovementTQMCQI, OB-GYN services, Internal and external customer satisfaction.