Total quality index: a benchmarking tool for total quality management

Abstract

The total quality index (TQI) proposed in this study is an information technology‐supported benchmarking tool that helps managers assess a total quality management program by enabling the cost‐effective measurement of key organizational processes. TQI utilizes the analytic hierarchy process and the Delphi technique to measure ideal and actual quality management along eight critical factors synthesized by Saraph et al. and supported by subsequent research. A study utilizing TQI was conducted to evaluate the progress of quality management in clinical and non‐clinical settings. Eight clinical and six non‐clinical departments were selected from four different hospitals to participate in this study. The results show that, contrary to the common beliefs, there is little difference in the actual and ideal scores on the eight critical factors between the clinical and non‐clinical settings.