Quality systems in health care: a situational approach

1998 ◽  
Vol 11 (2) ◽  
pp. 65-70 ◽  
Author(s):  
J.D. van der Bij ◽  
T. Vollmar ◽  
M.C.D.P. Weggeman
Keyword(s):  
Health Care ◽  
Quality Control ◽  
Quality Management ◽  
Iso 9000 ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Quality Systems ◽  
Professional Service Firms ◽  
Professional Service Firm

Many views on quality management in professional service firms derived from ideas of industrial quality management. It seems that in the area of professional services these ideas are taken over without much criticism. For instance, the ideas on quality control and quality assurance generally are heavily based on the ISO 9000 standards. In The Netherlands the PACE‐standards have been deduced from the ISO 9000 standards for application in hospitals. In this paper it has been argued that in many cases a more situational approach will be preferable. A global framework for a quality system in a professional service firm has been presented.This framework has been compared with the restrictions for quality systems in hospitals, following from the PACE‐standards.

scholarly journals Segmentation of quantity surveying professional services for focus strategy and diversification

2019 ◽  
Vol 24 (3) ◽  
pp. 294-308
Author(s):  
Michael Adesi ◽  
De-Graft Owusu-Manu ◽  
Frank Boateng
Keyword(s):  
Oil And Gas ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Content Type ◽  
Quantity Surveying ◽  
Focus Strategy

Purpose Notwithstanding that numerous studies have focused on strategy in quantity surveying (QS) professional service firms, there is a paucity of investigation on the segmentation of QS professional services. The purpose of this study is to investigate the segmentation of QS services for diversification and a focus strategy formation. Design/methodology/approach This study adopts the positivist stance and quantitative approach in which a simple random sampling technique was used to select participants. In total, 110 survey questionnaires were administered to registered professional QS, out of which 79 completed questionnaires were returned for analysis. Findings The paper identifies three main QS service segments characterised by low, moderate and high competition. In addition, this study found that the concentration of traditional QS services in the building construction sector is due to the unwillingness of QS professional service firms to diversify into the non-construction sectors such as oil and gas. The diversification of QS services in the low competitive segment requires the adoption of agile approaches. Research limitations/implications The study was limited to numeric analyses and so would be complemented by qualitative research in the future. Practical implications This paper is useful to QS professional service firms interested in diversifying their services into the non-construction sectors to enhance the pricing of their services. Originality/value Segmentation of QS services is fundamental to the formulation of focus strategy for non-construction sectors such as oil and gas and mining to enhance the pricing of QS professional services.

scholarly journals Fragmented fields: Professionalisms and work settings in Italian management consultancy

2019 ◽  
Author(s):  
Lara Maestripieri
Keyword(s):  
Professional Service ◽  
Specific Work ◽  
Service Firms ◽  
Structured Interviews ◽  
Professional Service Firms ◽  
Work Settings ◽  
Management Consultants ◽  
Self Employment ◽  
Management Consultancy ◽  
Professional Service Firm

Abstract Management consultancy has long been a contested terrain in the sociology of the professions. Although the professionalism of management consultants has always been emphasized by practitioners themselves, the lack of a strong community of peers has been an impediment to their professionalization. In this article, I argue that professionalism is not the outcome of a process of regulation and institutionalization but that it has to be conceived a discourse comprising norms, worldviews, and values that define what is appropriate for an individual to be considered a competent and recognized member of this community. Given the diversity characterizing the field, there are multiple discourses surrounding professionalism of management consultants, and these discourses are shaped by work settings. Work settings are a combination of the type of organization professional partnership or professional service firm and the employment status (employee or self-employed). Drawing on the empirical evidence from various work settings (professional service firms, professional partnership, and self-employment), I investigate four clusters of practitioners identified in 55 biographical and semi-structured interviews conducted with management consultants in Italy. Four types of professionalism emerge from the clusters. Organizing professionalism is the sole professionalism that appears in all work settings. Other discourses (corporate, commercialized, and hybrid professionalism) are context-dependent and more likely to be found in specific work settings.

ORGANISING FOR INNOVATION IN PROFESSIONAL SERVICES FIRMS: ECONOMETRIC EVIDENCE FROM THE UK

2021 ◽  
Author(s):  
JANE BOURKE ◽  
STEPHEN ROPER ◽  
JAMES H LOVE
Keyword(s):  
Information Sharing ◽  
Principal Component ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Work Practices ◽  
Professional Service Firms ◽  
Econometric Evidence ◽  
Managerial Implications ◽  
The Uk

Undertaking innovation involves a range of different activities from ideation to the commercialisation of innovations. Each activity may have very different resources and organisational requirements, however, most prior studies treat innovation as a single un-differentiated activity. Here, using new survey data for professional service firms (PSFs) in the UK, we are able to examine separately how a range of organisational work practices influence success in ideation and commercialisation. In particular, we use principal component analysis (PCA) to identify and compare the benefits of four groups of organisational work practices relating to strategy & information sharing, recruitment & training, work flexibility & discretion and culture & leadership. Strong contrasts emerge between those work practices that are important for success in ideation and commercialisation. Work practices linked to culture & leadership are important for ideation activities, while strategy &information sharing practices are more strongly associated with commercialisation success. The results suggest clear managerial implications depending on the priority

Entrepreneurship and Professional Service Firms

2015 ◽  
Author(s):  
Markus Reihlen ◽  
Andreas Werr
Keyword(s):  
Professional Services ◽  
New Venture ◽  
Professional Service ◽  
Levels Of Analysis ◽  
Service Firms ◽  
Professional Service Firms ◽  
Entrepreneurial Opportunities ◽  
Entrepreneurial Firm ◽  
Venture Management ◽  
Entrepreneurial Team

Research on entrepreneurship in professional services is rather limited. The authors argue that one reason why the two fields of professional services and entrepreneurship have operated in isolation rather than in mutual interaction is an inherent contradiction between the very ideas of entrepreneurship and professionalism. The perspective on entrepreneurship for this chapter is rather broad, focusing on new venture management and renewal in Professional Service Firms as well as embracing aspects such as learning, innovation, and institutional change. The chapter reviews previous work on entrepreneurship in professional services from three levels of analysis—the entrepreneurial team, the entrepreneurial firm, and finally the organizational field within which the creation and exploitation of entrepreneurial opportunities take place.

INNOVATION AWARDS: REWARD, RECOGNITION, AND RITUAL

2017 ◽  
Vol 21 (05) ◽  
pp. 1740006 ◽  
Author(s):  
LISA CALLAGHER ◽  
PETER SMITH
Keyword(s):  
Risk Taking ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Service Firm ◽  
Detailed Case ◽  
Professional Service Firm ◽  
Pluralistic Contexts

This paper draws on a detailed case study of an innovation awards-giving scheme in a professional service firm to consider the role of discretionary awards in encouraging and displaying innovation capabilities. Because of their association with competition, it might seem that awards are likely tools in pluralistic contexts such as professional service firms where risk-taking and collaboration require deep relationships with clients and with professionals from different specialisations. We intend to show how managers and professionals mobilised around the scheme using the rewarding, recognising, and ritualising of innovation through awards, as a platform to initiate and promote other organisational processes that foster innovation capabilities.

An emerging market perspective of what makes professional service firms successful

2020 ◽  
Vol 17 (1/2) ◽  
pp. 57-78
Author(s):  
Felix Nana Abaka Sackey ◽  
Livingstone Divine Caesar
Keyword(s):  
Emerging Markets ◽  
Positive Impact ◽  
Emerging Market ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Strategic Partnerships ◽  
Professional Service Firms ◽  
Content Type ◽  
The Impact

Purpose Despite the criticality of strategic partnerships to the survival and success of professional service firms (PSF) in emerging markets, there is a dearth of research on the subject matter. Specifically, not much is known concerning the dynamics of partnerships among small and medium-sized enterprises (SMEs) in the professional services sector of the economy. This paper aims to explore the dynamics of the impact of constructs such as attributes of partnership, communication behaviour and collaborative conflict resolution on partnership success. Design/methodology/approach A quantitative survey sent to 300 small and medium-sized PSFs achieved a 79% response rate. The data is then analysed using bivariate and multi-variate techniques. Findings The results revealed a positive relationship between two of the three constituents of attributes of the partnership (i.e. commitment and coordination) and the success of partnerships. Commitment and coordination emerged as the significant attributes of partners that affect the success of the partnership. Contrary to previous studies, trust and information sharing did not have a positive impact on partnership success. Practical implications PSFs in emerging markets need concerted efforts to maintain competitive and sustainable partnerships. To make any significant impact, they must develop contemporary skills in collaborative conflict management. Originality/value This paper highlights the need for PSFs and SMEs in other service sectors of emerging markets to harness partnerships as a valuable tool to overcome the policy shortcomings of current regulatory frameworks within their respective markets.

Cooperation in non-financial services

2019 ◽  
pp. 399-416
Author(s):  
John Child ◽  
David Faulkner ◽  
Stephen Tallman ◽  
Linda Hsieh
Keyword(s):  
Financial Services ◽  
Service Sector ◽  
Economies Of Scale ◽  
Professional Service ◽  
Service Firms ◽  
International Expansion ◽  
Professional Service Firms ◽  
Cooperative Strategy ◽  
Service Firm ◽  
Professional Service Firm

Chapter 18 focuses on the non-financial service sector and the professional service firm in particular. It describes how professional service firms bent on expansion are increasingly developing characteristics similar to manufacturing firms, enabling them to take advantage of economies of scale and scope, thereby commoditizing their products/services. They are also digitizing back offices. As such they are making themselves good candidates for globalization by means of cooperative strategy. The chapter also considers the position of the smaller professional service firm, which it views as having more limited opportunities due to the weakness of its brand name in terms of international recognition. However, if the smaller firm focuses on bespoke products and developing a good unique selling proposition (USP), it too may use cooperative strategy successfully to aid its international expansion. Finally the chapter discusses how the collaborative movement has impacted on three specific service sectors, aviation, tourism, and academia.

Sources of Homogeneity and Heterogeneity across Professional Services

2015 ◽  
Author(s):  
Andrew von Nordenflycht ◽  
Namrata Malhotra ◽  
Timothy Morris
Keyword(s):  
Empirical Research ◽  
Organization Theory ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Firm Level ◽  
Sociology Of Professions ◽  
Organization And Management

Research on Professional Service Firms (PSFs) has tended to treat them as homogeneous and to assume there are similarities in how they are organized and managed. This assumption has been challenged recently as scholars have drawn attention to organizational differences stemming from sources of heterogeneity. The authors argue that rigorous theorizing about the organization and management of PSFs requires an understanding of sources of both homogeneity and heterogeneity and their specific implications. They synthesize insights from the sociology of professions literature and the economics and organization theory literatures to distil key sources of homogeneity and heterogeneity. They also identify firm-level characteristics that drive heterogeneity within a particular professional service. The authors propose an overarching framework of sources of homogeneity and heterogeneity that helps interpret the generalizability of existing research and has the potential to better inform future empirical research on PSFs.

Quality management for high-contact professional service firms: a multiple-case evidence from Indian law firms

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anupama Prashar
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Service Operations ◽  
Professional Service ◽  
Law Firms ◽  
Service Firms ◽  
Professional Service Firms ◽  
Content Type ◽  
Multiple Case ◽  
Indian Law

PurposeThis paper presents an exploratory study to understand the distinctive quality dimensions of high-contact Professional Service Firms (PSFs) and develop a conceptual model for Quality Management (QM). The paper is based on empirical evidences from multiple cases in leading Indian law firms.Design/methodology/approachThe paper adopted an exploratory, multiple, embedded and comparative case study design. The empirical evidence from multiple case studies in 10 law firms (data includes 42 individual interviews, archival records, field notes) was used to explore the QM dimensions for PSFs.FindingsThe results showed that QM in PSFs is a multifaceted and continuous process rather than a straightforward and episodic one. The findings reveal three distinctive dimensions of QM for PSFs: managing the firm's image; managing the client-firm interaction and support processes and; managing the perceived value of service outcome. Further, the results showed a significant variation in the design of QM practices in a relatively homogenous group of PSFs (law firms). This reflected the influence of personnel and organizational characteristics on the QM.Research limitations/implicationsThe research is based on evidences collected from 10 Indian law firms and the research design is exploratory in nature. The future research is suggested in terms of extending the scope and research design.Practical implicationsThe insights obtained from the paper have implications for managers working on the design of service operations and particularly service quality in high-contact PSFs similar to law firms. While the study does not prescribe a standard design of QM systems for PSFs, it seeks to foster the thinking of managers by helping them conceptualize the broad quality-control checkpoints and quality attributes specific to PSF settingsOriginality/valueThe academic research in the management of professional service quality is dominated by conceptual/theoretical models for customer evaluation of service provider's performance and the issue of operationalization of QM in PSFs is still needs further investigation. This paper contributes to the theory of service operations management (SOM) by focusing on the structure of QM systems in PSFs.

Sociological Analysis of Professionalism: Past, Present and Future

2011 ◽  
Vol 10 (1) ◽  
pp. 1-37 ◽  
Author(s):  
Julia Evetts
Keyword(s):  
Armed Forces ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Sociological Analysis ◽  
Professional Work ◽  
Professional Service Firms ◽  
Long Time ◽  
Anglo American ◽  
Commercial Organizations

AbstractFor a long time, sociological analysis of professional work has differentiated professionalism as a special means of organizing work and controlling workers and in contrast to the hierarchical, bureaucratic and managerial controls of industrial and commercial organizations. But professional work is changing and being changed as increasingly professionals (such as doctors, nurses, teachers, social workers) now work in employing organizations; lawyers and accountants in large professional service firms (PSFs) and sometimes in international and commercial organizations; pharmacists in national (retailing) companies; and engineers, journalists, performing artists, the armed forces and police find occupational control of their work and discretionary decision-making increasingly difficult to sustain. This paper begins with a section on defining the field and clarifying concepts. This is followed by a second section on the concept of professionalism, its history and current developments. The third section discusses convergences between Anglo-American and Continental European systems of professions and the general, wider applicability of particular explanatory theories and analytical concepts in the field. Section four examines internationalizing processes affecting professions. Markets for professional services are increasingly international and professional regulation is now a matter for international professional federations as well as national and regional states. The final section provides summary and considers consequences for aspects of professionalism as an occupational value in the global world.

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