| During the 1980s and 1990s, the use of Total Quality Management (TQM) methods in business, industry, and health care has increased because of downsizing, reengineering, and international competition. These methods, which focus on customer satisfaction and process improvement and control, have proven successful in increasing efficiency, product and service quality, and employee morale. However, researchers have done little regarding the application of these methods to communication services such as public relations, marketing, and publications.;This thesis outlines a research project in which the Public Affairs Department of HealthInsight, a nonprofit health care quality improvement organization, successfully applied TQM methods to the document production/publication process. |
