Week 9 Assignment 2 – Case Study: Total Quality Management: The Patient Process at East-Southern Kentucky Community College Medical Clinic 

Week 9 Assignment 2 – Case Study: Total Quality Management: The Patient Process at East-Southern Kentucky Community College Medical Clinic 
Dr. William Jones has been the director of the health center clinic at East-Southern Kentucky Community College (ESKCC) for about six months. Having been a part of a much larger medical center in the past, he has seen the benefits of total quality management (TQM) and feels that it would help improve the operations at the ESKCC clinic. He has made some positive changes to the staffing of the clinic, but now feels that he must tackle making improvements to its operations. Consequently, he has created a TQM team (of which you are a part) and has made certain that they have received the necessary training to start examining the various processes within the health center’s operations.  
The ambulatory health service department of the ESKCC health center clinic has received increased complaints from the ESKCC student body and staff concerning the services it offers in its walk-in urgent care clinic. Dr. Jones feels that this center would be an excellent starting point for the TQM team.
The Data
The team is presented with the following data regarding student/staff complaints: 

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