Boyd, Marcia R.; Haraway, Claude F.; Freeman, Joan G. (1992, ASQC) Baptist Memorial Hospital, Memphis, TN 38146
In its first phase of TQM development, Baptist Memorial Hospital trained its managers via a Quality Management Skills course. They discovered that initial training was not enough. In the second phase, they assigned coaches and created three levels of management quality activities to ensure continued support for the Management Expectations development and training.
The team developed criteria for managers, such as increasing employee involvement in the decision-making process. They then developed criteria for selecting management coaches, such as previous management experience and knowledge of Baptist's TQM goals and methods. The program progresses though self-timed and self-assessed phases, with participants contacting their coaches for advice and assistance. As managers progress to each level, their involvement in the quality plan increases, from implementing it at the lower levels to reviewing and changing it at the Champion, Model, and Mentor levels. Managers at the Champion level also qualify to be coaches themselves.
At Baptist Memorial Hospital, over 150 managers enrolled in Phase II over the last 10 months. Five managers completed all three levels. Almost 40 managers serve as coaches. Recognition for achieving each level includes a personalized plaque and medals. Overall, this program has made Senior Management more aware of their training and role-model responsibilities, resulting in an increase in quality.
Coaching,Health care,Mentoring,Quality improvement (QI),Rewards and recognition