TOTAL QUALITY MANAGEMENT

ON AtlantiCare

By Syndicate 11 :
Andhika Kautsar 29116520 Bimo Sigit Rusanjaya 29116355
Asep Yogi P 29116450 Adhi Darmawan Sutjiadi 29116494
Nizar Awang R 29116529 Mohamad Fahmi HM 29116485
Adli S. Wibowo 29116442 Mas Kahono Riefaldi 29116477
Darmawan sampurna 29116493
COMPANY PROFILE
Atlanticare Health System, Inc.
was acquired by Geisinger Health
System. Atlanticare Health System,
Inc. provides non profit
community health care services.
The organization offers managerial
and support services such as
health education, home medical
equipment, clinical laboratories,
wellness insurance plans, and
medical assistance to affiliated
health care institutions.
Additionally, it provides therapeutic and
medicinal support for childbirth, cancer
care, women’s fitness, critical diseases,
surgical weight loss, urgent care, and
renal dialysis services. The organization
is headquartered in Egg Harbor
Township, New Jersey.
5,000
Employees
$280m
Profits before quality improvement strategy was implemented
$650m
Profits after quality improvement strategy
IMPLEMENTATION OF TQM
• The firm chose to adopt a ‘plan-do-check-act’ cycle, revealing gaps in staff
communication, which subsequently meant longer patient waiting times and
more complaints. To tackle this, managers explored a sideways method of
internal communications. Instead of information trickling down from top-to-
bottom, all of the company’s employees were given freedom to provide vital
feedback at each and every level.

• AtlantiCare decided to ensure all new employees understood this quality culture
from the onset. At orientation, staff now receive a crash course in the company’s
performance excellence framework – a management system that organises the
firm’s processes into five key areas: quality, customer service, people and
workplace, growth and financial performance
What is the Challenges ?
• The firms maintain natural barriers to full involvement. Middle
managers, for example, tend to complain their authority is being
challenged when boots on the ground are encouraged to speak up in
the early stages of TQM. Yet in a culture of constant quality
enhancement, the views of any given workforce are invaluable.