About 1,089 employees (43 percent) of the Makati Medical Center attended two to nine seminars of Total Quality Management (TQM) in year 2001 and at least 689 (27 percent) participated in one workshop. Overall, 1778 employees (70 percent) joined TQM seminars. The figures do not reflect the number of seminars given by the employees’ unit/department to further improve their job skills.
The seminars given to employees, including contractuals were: basic total quality management with introduction to 5S and ISO elements; customer care and customer service; problem-solving tools; preventive quality management and 5S; cardio-pulmonary resuscitation workshop; and basic infection control.
Medical residents and interns were required to take a module specifically designed for them: basic TQM combined with customer care and customer service. A junior consultant in cardiology handled the course for better rapport.
A pool of private duty nurses were required to attend the seminar on basic TQM with introduction to 5S and the ISO elements as well as customer care and customer service module.
A basic computer course was designed for non-computer literate employees. Participants were limited to the number of computers available to promote learning. Hence, prioritized were staff who need to use computers to perform their jobs.
The seminars open to executives and managers were: fault-free analysis; customer satisfaction; personal growth and development; and leadership effectiveness workshop.