With a clear idea of the goals of downsizing, a planning process which ensures the participation of as many as possible, on-going and effective communication systems, and concrete strategies for living with the results, both employee morale and customer service can be improved in spite of the necessity of "doing more with less."
This is the second of two articles that describes the Quality Productivity Management Program (QPMP) that was implemented at Hahnemann University Hospital, in Philadelphia. The first article, published in the Spring 1988 issue (Vol. 13, No. 4, p. 5) dealt with the development of the productivity standards used in the program. This article will cover the development of the quality portion of the same program.
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