Nelsen, Dave (2005, ASQ) American Society for Quality, Milwaukee, WI
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The Robert Wood Johnson (RWJ) University Hospital Hamilton's commitment to quality has won it the 2004 Malcolm Baldrige National Quality Award in the healthcare category. Part of the hospital's existing quality program is its five pillars of excellence that parallel the Baldrige criteria. To meet the requirements of these five pillars, RWJ Hamilton developed an organizational measurement system to track daily performance and operations. Additionally, key performance indicators help establish targets, and benchmarking is used to collect baseline patient satisfaction and market share data. The hospital's total quality program identifies three categories of customers - patients, employees, and the community. Management identifies customers' needs through several methods, including surveys. The hospital plans to build on its Baldrige success, using the Baldrige framework to continually improve employee satisfaction and market share, while focusing on the improvement of critical processes and knowledge management.
Customer requirements,Healthcare industry,Key performance indicators (KPIs),Malcolm Baldrige National Quality Award (MBNQA),Organizational improvement initiatives,Performance objectives,Quality management system (QMS),Strategic planning,Benchmarking