TQM

Total Quality Management is a philosophy used in business to incorporate high levels of service and performance in all areas of the business; from marketing to finance to customer service. It has been used successfully by thousands of businesses and can create significant cost reductions, a loyal customer base, and increased margins. Things we all want right now.

A recent article in Business Week illustrates that auto giant Toyota, once the envy of quality in the industry, has gotten into serious trouble (as we’re all aware, especially if you drive one!), by scrimping too much on cost controls, leading them down a treacherous path that has hindered their ability to produce high quality vehicles.

Well then, all this setup has to come to a point about your Chiropractic office, right?

What systems have you incorporated in your practice to ensure the delivery of your services are at consistent levels of excellence? When was the last time you attended a technique seminar to brush up on your technical skills? And if you are using a technique system that incorporates multiple layers of analysis, are you using all of them?

What about staff training and team building? There is an incredible difference between a work group and a high performance team. Where is your team on that spectrum? Do you do consistent training with your team? Team huddles before every shift to strategize and create the outcomes you desire?

Getting lax on quality is now costing Toyota an estimated $155M per week. Whoa.

Take an objective look at your practice. Conduct focus groups about improvements you can make. Poll your patients in order to better serve their needs. Then take action and continuously improve.

Better retention, improved loyalty, more referrals…the envy of the industry.