Total quality management in cytology

Abstract

The total quality management (TQM) process was incorporated into the operation of the Cytology Department, Wisconsin State Laboratory of Hygiene, in January 1991. TQM was successful in identifying inefficiencies in laboratory practices and in developing mechanisms for improvement in laboratory operation. Within four months the turnaround time was reduced from 71 to 15 days. Participatory management also resulted in marked improvements in all facets of departmental operation. Since the Clinical Laboratory Improvement Act of 1988 mandates a system to respond to problems arising between the laboratory and individuals who order tests, many cytology laboratories will undoubtedly turn to TQM to manage their operations in a customer-oriented fashion. For hospital-based laboratories, Joint Commission on Accreditation of Healthcare Organizations rules will also require a customer focus. Cytologists desiring to embark on TQM can learn more about the system from books, journal articles and seminars.