The healthcare industry presents a very dynamic and uncertain environment in which “quality issues” have occupied a central position. As healthcare organizations are becoming more and more complex, old models of quality assurance, relying on provider-based preset standards are insufficient to solving quality problems. Concepts of total quality management (TQM) and continuous quality improvement (CQI) have taken a central role in healthcare quality management.  By adopting the concepts of TQM or CQI, a healthcare institution can move away from an inspection-oriented quality improvement system to one that orients itself to a systematic transformation of an organizational culture through a roll-out plan involving customer focus, key-process monitoring, data-driven tools and techniques, and team empowerment. In order to determine an organization's level of quality management and continuous improvement, many have used Malcolm Baldrige National Quality Award (MBNQA).