Background: Stiff competition in a tough economic environment was a key driver for Parkview Clinical Laboratories to introduce total quality management (TQM) as an integrated management approach to continuously improve performance of products, processes and services ultimately yielding and surpassing customers’ expectations. This study sought to assess the impact of TQM practices in improving healthcare service delivery at Parkview Clinical Laboratories against the Stepwise Laboratory Improvement Process towards Accreditation (SLIPTA) framework. Other drivers for TQM included but not limited to: increased customer complaints as a result of delayed turnaround times, unreliable service delivery and erroneous laboratory results.

Author: Edith Chimusoru

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