Techniques for managing quality.

The science of quality management is an eclectic collection of concepts and methods primarily borrowed from other fields. Techniques roughly fall into three categories involving quality improvement, planning, and measurement. Improvement techniques include models to guide team-based efforts, tools for process description, and tools for data analysis. These methods are the most visible artifacts of CQI efforts in health care organizations today. Less widely known, but equally powerful, are the techniques of quality planning. There are models to guide both process design and strategic planning, methods for identifying customer needs, and tools to support these efforts. Finally, while measurement is a traditionally well-developed area in health care, industrial quality management science broadens our outlook about what is important to measure. It also provides the technique of benchmarking, which suggests that we look beyond our own organization when we measure performance.