Original Article: PDF OnlyUsing empowerment to make quality work in health careByham, William C.; Nelson, Gregory D.Author Information William C. Byham, Ph.D., is the author of many leading business books, including Zapp! The Lightning of Empowerment; Empowered Teams; Zapp! in Education; Shogun Management; and Zapp! Empowerment in Health Care. Byham cofounded Development Dimensions International (DDI), Bridgeville, Pennsylvania, in 1970. For the past 23 years, Byham has been president and CEO of DDI, a world leader in providing human resource programs and services designed to create high-involvement organizations. Gregory D. Nelson is Vice President of the Development Dimensions International (DDI) Health Care Group, Bridgeville, Pennsylvania. His innovative approach to developing high performance in health care evolved in the early 1980s through his work measuring patient satisfaction and using patient opinion to drive operations at all levels. Quality Management in Health Care: Spring 1994 - Volume 2 - Issue 3 - p 5-14 Buy Abstract Is TQM dead in health care? If it is alive and well, what role does quality improvement play in managing the changes that come with health care reform? William Byham and Greg Nelson begin this article by presenting results from a recent international study on TQM, outlining factors common to successful and unsuccessful quality initiatives. The key to success? Organizations must improve how people work as much as what they do in their work, and that means empowering people to improve processes. Easier said than done, say Byham and Nelson. Empowerment requires culture change and training. People first need the right environment to work differently, then the skills, knowledge, and techniques to participate in and influence the quality process. ©1994Aspen Publishers, Inc.