s set of processes and techniques to measure, improve and control the Quality of care and service based on what is important to the customer (Woodard, 2005, p.229).” (Majdi, 2009, para.1).
care sector, thus offering maximum safety and degree of care in heath care provision. The main areas in which SS could possibly offer its services are medication, supply chain management strategies in tandem with suppliers and vendors, medical reporting, settlement of claims and the outcome of the condition of patients in different levels of care giving. One of the most significant aspects of SS is that it is amenable to quantitative measurements and analyses by the implementation of DMAIC, that is, define, measure, assess, identify and control. Total Quality Management (TQM), on the other hand, is more subjective in its approach, and fundamentally, “The goal of a TQM program in a clinical healthcare setting is to reduce costs and improve customer (patient) satisfaction.” (Weinheimer, 1993, para.2).
Thus, the main objectives of TQM in hospital settings are to find ways and means to improve the quality of service - lesser waiting time, attending complaints promptly and efficiently, providing computer generated prescriptions, reducing medical errors and malpractices to minimal levels, and in short, rendering maximum health care service possible in the minimum timeframe. All these are qualitative aspects, but given the scope for improvement, a blending of SS and TQM (both quantitative and qualitative) could deliver maximum benefits and advantages to customer, clients and patients in a well rounded and innovative way.
Perhaps, the best comparison between SS and TQM could be in the delineation of common goals and objectives of these two systems- total patient care and commitment using measuring tools and industry benchmarks. While their respective methods may be slightly different in approach and technique, the ultimate objective of maximum patient care and redefining the