Advancing Quality: Total Quality Management in the NHS Book

	Preface
1	What this book is about	1
2	What do we mean by quality and quality improvement?	5
3	Designing for quality	38
4	Evaluating quality to improve services	49
5	Learning from the NHS	69
6	Learning from the commercial sector	108
7	The implications of our findings	138
8	Agenda for reform	150
	Appendix I Comparison of the integration of some Department of Health initiatives	179
	Appendix II Selected reading on evaluation and measurement	181
	Appendix III Criteria used to Evaluate TQM at the NHS TQM pilot sites	187
	Appendix IV Numbers and roles of staff interviewed at NHS and commercial sites during evaluation	191
	Appendix V The phenomenon of convergence at the commercial sites	193
	Appendix VI Examples of a diagnostic chart for quality in health systems	196
	References	202
	Index	207