a case of a hospital Suchada Taechotirote creator Hasin, M.A.A. Chairperson Bohez, Erik L.J. Examination Committee Voratas Kachitvichyanukul Examination Committee Asian Institute of Technology Partial Scholarship Scholarship donor text series technical report th Bangkok Asian Institute of Technology 1998 continuing eng 89, A27, B29, C11, D17, E4, F10 p. As competition increases in the health care industry and the business environment is characterized by changing customer expectations, many hospitals have to improve their strategies. Quality is a strategic issue that is increasingly being recognized by a number of hospitals. The idea that the principles of Total Quality Management (TQM) which were first conceived in the manufacturing industry might be applied in the context of health care to improve service quality is a new one and is leading to interesting developments, which will extend and enrich the whole field of TQM as well as doing good for the patients. The transfer of TQM from the industrial environment into the healthcare environment is not a straightforward exercise. Many hospitals are now undertaking a TQM approach in managing their affairs. Bangpakong Piyavej hospital sees the importance of customer-oriented medical service, which is consistent with TQM principles. Top management aims to create a continues improvement system to meet the customer needs in the organization. This study implements a TQM program to meet customer satisfaction in the Out Patient Department (OPD) in Bangpakong Piyavej hospital which provides medical service to most of the patients. Firstly, an ISO 9002 document system is developed to assure that the hospital has a standard service system, which can audit and detect system errors. The service process is continually improved by listening to the patients. Secondly, a questionnaire survey was used to measure gaps between the actual performance and customer expectations. This study also uses other TQM tools such as Pareto analysis, cause and effect analysis, and a control chart to continually generate process development. Every part of the TQM program supports each other. Developing only a document system will generate a reliable service process but will not create improvement. By only applying other quality tools, the organization can enrich the service process but can not assure the level of achievement. However, by combining the ISO 9002 document system and TQM tools an organization can ensure that they consistently meet the customer requirements. This research recommends for further study a new quality system should be applied in pilot hospitals. A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering, School of Advanced Technologies Thesis (M.Eng.) - Asian Institute of Technology, 1998 Total quality management Health services administration Asian Institute of Technology. http://203.159.5.9/ait-thesis/detail.php?q=B13280 http://203.159.5.9/ait-thesis/detail.php?q=B13280 150799 20260819084727.0