Hospitals--the most costly segment of the health care system--are beginning to use benchmarking to discover how other hospitals and businesses have developed cost-cutting and time-saving ways of doing things. Benchmarking is a sophisticated, multifaceted procedure, usually conducted by teams, for identifying and adapting best-in-class practices.…

Total Quality (TQ), is a customer-oriented philosophy of management that utilizes total employee involvement in the relentless, daily search for improvement of product and service quality, through the use of statistical methods, employee teams, and performance management. In the TQ framework, "internal" customers are individuals within the…