The introduction and development of a quality improvement process: a study

Abstract

This paper describes a study of how eight companies have introduced and developed a formal process of quality improvement. Among the main outcomes of the research is that companies do encounter considerable difficulties in the introduction and development of the process; the majority of these problems are a result of a failure to plan effectively. Difficulties are also met in attempting to monitor and assess the effectiveness of quality improvement. This is due to a failure to establish objectives for quality improvement activities, inadequate internal and external measurement criteria, lack of thought given to the analysis and presentation of quality improvement progress, and workforce resistance to some of the measurements.