scholarly journals A structural model of total quality management, kaizen, operational performance on service quality and patient satisfaction

2018 ◽  
Vol 6 (11) ◽  
Author(s):  
Indra Abadi . ◽  
Murdifin Haming . ◽  
Baharuddin S. . ◽  
Amir Mahmud .
Keyword(s):  
Patient Satisfaction ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Structural Model ◽  
Operational Performance ◽  
Total Quality

scholarly journals Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

2022 ◽  
Vol 131 ◽  
pp. 02009
Author(s):  
Dana Grossu-Leibovica ◽  
Henrijs Kalkis
Keyword(s):  
Patient Satisfaction ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Client Satisfaction ◽  
Total Quality ◽  
Healthcare Organizations ◽  
Management Tools ◽  
Healthcare Settings ◽  
Improve Service Quality

The aim of the given research is to analyse total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.

scholarly journals IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT: THE EFFECT ON PATIENT SAFETY CULTURE, SERVICE QUALITY, AND ITS IMPACT ON PATIENT SATISFACTION AND PRIVATE HOSPITAL PERFORMANCE IN MANADO CITY

2021 ◽  
Vol 9 (7) ◽  
pp. 44-58
Author(s):  
Jessy Jousina Pondaag ◽  
Paulus Kindangen ◽  
Hendra N. Tawas ◽  
Jacky Sigfried Beatrix Sumarauw
Keyword(s):  
Patient Safety ◽  
Patient Satisfaction ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Safety Culture ◽  
Patient Safety Culture ◽  
Hospital Performance ◽  
Research Approach ◽  
Total Quality

The purpose of this research is to determine the effect of implementation of Total Quality Management (TQM) on patient safety culture, service quality, patient satisfaction, and hospital performance. This research conducted in private hospitals in Manado City which are: GMIM Pancaran Kasih Hospital, Advent Hospital, Sitti Maryam Hospital, and Siloam Hospital. The research approach used in this research is quantitative approach. The population in this research is the inpatients. Data collection technique conducted by questionnaires, documentation and observation. The sampling technique used in this research is saturated sampling (census). Data analysis conducted by using path analysis with the using SPSS ver. 25. The result of this research shows that the implementation of Total Quality Management impacted positively significantly on patient safety culture, the implementation of Total Quality Management impacted positively significantly on hospital service quality, the implementation of Total Quality Management impacted insignificantly on patient satisfaction, the implementation of Total Quality Management impacted positively significantly on hospital performance, Patient Safety Culture impacted positively significantly on patient satisfaction, Patient Safety Culture impacted positively significantly on hospital performance, Service Quality impacted positively significantly on hospital performance, Hospital Performance impacted positively significantly on hospital performance, and Patient Satisfaction impacted positively significantly on hospital performance.

scholarly journals TOTAL QUALITY MANAGEMENT IN AFFECTING COMPANY OPERATIONAL PERFORMANCE IN CONVECTION SMEs WITH ORGANIZATIONAL COMMITMENT AS A MEDIATOR

2021 ◽  
Vol 19 (3) ◽  
pp. 662-677
Author(s):  
Teuku Roli Ilhamsyah Putra ◽  
◽  
Mukhlis Yunus ◽  
Teuku Hafiz Fakhreza ◽  
◽  
...  
Keyword(s):  
Organizational Commitment ◽  
Quality Management ◽  
Total Quality Management ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Model ◽  
Operational Performance ◽  
Total Quality ◽  
Study Population ◽  
And Performance

This study aims to prove the role of Total Quality Management (TQM) and organizational commitment in supporting the achievement of company operational performance. The population was all Convection SMEs in the city of Banda Aceh, consisted of 294 Convection SMEs. The sample was selected using a proportional sampling technique where sampling considers elements or categories in the study population. The sample taken was 15% of the population. One respondent represented one unit of SMEs, so the sample has amounted to 169 respondents. Data was collected using questionnaires. The model was analyzed with the Structural Equation Model Analysis. The result showed an influence between TQM on Organizational Commitment, TQM on Company Operational Performance, and Organizational Commitment on Company Operational Performance. This study also found that organizational commitment can act as a partial mediator to strengthen the effect of TQM on Company operational performance. The interesting issue in this study lies in the discussion of the organizational commitment to solving the inconsistency problems in the quality of convection production in SMEs. Furthermore, the other researchers can provide more concepts and variables to enrich this research model, like other mediators for TQM to achieve performance or even the commitment that can strengthen the TQM and performance. The model also can be a reference for practitioners to set their strategy in further, to go more productive.

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

Barriers to the Success of Total Quality Management Implementation in Vietnam's Textile and Garment Companies

2019 ◽  
Vol 10 (3) ◽  
pp. 57-73
Author(s):  
Emmanuel (Manos) Kalargiros ◽  
Cindy Strickler ◽  
Long Pham ◽  
Thomas DeNardin ◽  
Tatyana N Coomer
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Future Research ◽  
Total Quality ◽  
Research Directions ◽  
The World ◽  
Managerial Implications ◽  
Future Research Directions ◽  
The Common

Vietnam is classified as one of the five largest textile and garment exporters in the world. With its ambition to engage more effectively in the global textile and garment supply chains, Vietnam's textile and garment enterprises have been implementing total quality management (TQM) programs in order to improve their product and service quality. However, many of Vietnam's textile and garment enterprises are facing barriers to successful TQM implementation. The objective of this study is to empirically examine these barriers to TQM faced by Vietnam's textile and garment enterprises and to compare the results with previous studies conducted with U.S. and Mexican businesses. The results of this study indicate five barriers to Vietnam's textile and garment enterprises' successful TQM implementation. Among these five barriers, the common barrier shared by Vietnamese, US and Mexican businesses is that employees are resistant to change. Managerial implications and future research directions are discussed.

Total productive maintenance, total quality management and operational performance

2016 ◽  
Vol 22 (4) ◽  
pp. 353-377 ◽  
Author(s):  
Sachin Modgil ◽  
Sanjay Sharma
Keyword(s):  
Quality Management ◽  
Pharmaceutical Industry ◽  
Total Quality Management ◽  
Product Innovation ◽  
Operational Performance ◽  
Quality Data ◽  
Total Quality ◽  
Total Productive Maintenance ◽  
Content Type ◽  
Plant Level

Purpose The purpose of this paper is to investigate the impact of total productive maintenance (TPM) and total quality management (TQM) practices on operational performance and their inter-relationship. Design/methodology/approach The present study includes three main constructs, namely, TPM, TQM and operational performance of pharmaceutical industry. Under TPM, four constructs, namely, disciplined maintenance, information tracking, housekeeping and operator involvement has been considered with the help of literature. In TQM, four constructs, namely, quality data and reporting, product innovation, research and development (R&D) management and technology management has been considered. Out of 410 Indian pharmaceutical plants contacted for survey, 254 responses have been used in the study for analysis. The factor analysis, path model and structural equation modeling has been used to analyze the proposed framework. The results for alternate models has been studied, interpreted and reported. Finally the direct and indirect effect of TPM and TQM on operational performance has been tested and checked for proving and disproving the hypotheses. Findings TPM practices have a significant impact on plant-level operational performance. When TPM and TQM practices are coming together to achieve operational performance, then TPM is having strong influence on operational performance. TQM is having significant support from TPM to achieve operational performance. TPM impact TQM and TQM in turn helps to achieve operational performance. TPM practices impact significantly R&D, product innovation and technology management, whereas quality data and reporting is the least contributor toward TQM. This may help industry to understand implications of implementation of TPM and TQM to achieve plant-level operational performance. TPM will help to reduce the cost of quality in terms of reduced scrap and less defective products. Practical implications The present study provides the useful insights to practicing managers. In literature it has been mentioned that TQM helps in TPM implementation. In practice TPM plays a great role to achieve quality in processes and therefore in products. In turn quality products, with reduced work in process inventory, less defective products and reduced scrap helps to achieve the operational performance at plant level. TPM practices will help the organization to improve the pace of product innovation and improvement in productivity, which is critical to pharmaceutical industry. The continuous monitoring of TPM practices can help organizations to run day to day operations and maintenance requirement of each machine over a specified period of time. Originality/value The present study diagnoses the inter-dimensional linkage between TPM, TQM and operational performance. The pharmaceutical industry is complex system of advance equipment’s and processes. After human resources, the health of machines/equipment’s describe the strength of an organization. The machines require the regular maintenance to produce the products with desired specifications. The specifications in medicines and very tight, which can be achieved only if machines/testing equipment’s are updated and maintained regularly. The TPM practices will helps the plants to achieve the operational performance by having quality in processes.

scholarly journals Effects of Total Quality Management Practices on Operational Performance of Ethiopian Plastic Industry

2020 ◽  
Vol 9 (6) ◽  
pp. 174-178
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Management Practices ◽  
Addis Ababa ◽  
Research Work ◽  
Operational Performance ◽  
Primary Data ◽  
Total Quality ◽  
Supplier Quality Management ◽  
Plastic Industry

The purpose for this research work is to evaluate the degree of total quality management (TQM) implementation in the Ethiopian plastic industry in Addis Ababa, Ethiopia and its impact on operational performance. A quantitative approach has been used via a self-administrated questionnaire. A simple random sampling technique was used to collect primary data. Correlation and regression procedures were used to analyse the primary data. The result of investigation on the level of TQM practices indicated that case industry has an acceptable level of TQM implementation. In addition, based on the regression analysis, it is concluded that two out of five of the selected TQM practices (training and supplier quality management) are significantly correlated with operational performance of plastic industry. In this process supplier quality management was considered as the most important TQM factor in terms of impacting operational performance

scholarly journals Jurnal Manajemen Bisnis Dan Kewirausahaan

2019 ◽  
Vol 3 (3) ◽  
Author(s):  
Magister Manajemen
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Brand Loyalty ◽  
Word Of Mouth ◽  
Brand Image ◽  
Mobile Banking ◽  
Total Quality

  JURNAL MANAJEMEN BISNISDAN KEWIRAUSAHAAN   Volume 3/No.3/Mei /2019                                                          e-ISSN 2598-0289  Terbit enam kali dalam setahun. Berisi tulisan yang diangkat dari hasil penelitian di bidang Ilmu Manajemen dan Kewirausahaan.   Ketua Dewan PenyuntingProf. Ir. Carunia Mulya Firdausy, MA, Ph.D – Universitas Tarumanagara  Wakil Ketua Dewan PenyuntingDr. Eko Harry Susanto – Universitas Tarumanagara  Anggota Dewan Penyunting Dr. Ir. Agus Zainul Arifin, MM – Universitas TarumanagaraDr. Eddy Supriyatna MZ, M.HUM – Universitas TarumanagaraDr. Anas Lutfi, MM, MKN – Universitas IndonesiaDr. Hardius Usman, M.Si – Universitas IndonesiaDr. Indra Widjaja, SE, MM – Universitas TarumanagaraDr. Hetty Karunia Tunjung Sari – Universitas Tarumanagara   SekretariatMaria Benedicta, SEStephanie Pane, SE, MM    Alamat Penyunting dan Tata Usaha: Program Studi MM Untar, Kampus 1, Gedung Utama, Lantai 14, Jl. Let. Jen. S. Parman No. 1 Grogol, Jakarta 11440. Telp. (62-21) 5655806 dan Fax. (62-21) 5655808. Email: [email protected]       JURNAL MANAJEMEN BISNIS & KEWIRAUSAHAAN        Mei 2019, Volume  3, No 3                                                                     e-ISSN 2598-0289Halaman 1-112  Pengaruh Kredibilitas, Reputasi, Dan Kemampuan Persuasif Food BloggersTerhadap Intensi Konsumen Dalam Memilih Sebuah RestoranMelly Audina                                                                                                                                                                        01-07 Analisis Pengaruh Car, Npl, Nim, Bopo Dan Ldr Terhadap Roe PadaBank Umum Swasta Nasional Devisa Di IndonesiaMonica                                                                                                                                                                                   08-17 Pengaruh Kualitas Pelayanan, Reputasi Perusahaan, Dan Kepuasaan NasabahDalam Menciptakan Loyalitas Nasabah Pada Penggunaan Mobile Banking Di Pt Bank XyzOctario Edo Setyawan Dan Anas Lutfi                                                                                                                            18-23 Faktor Determinan Inormasi Pengguna Mobile Banking Bank XyzAdi Purnama Dan Carunia M. Firdausy                                                                                                                          24-31 Pengukuran Kinerja Perusahaan Pada Pt. Yyy Dengan MenggunakanMetode Balanced ScorecardRichardson Harjanto Nurdin                                                                                                                                              32-38 Pengaruh Service Quality, Brand Image Terhadap Brand Loyalty DenganBrand Trust Sebagai Mediasi Sammy Natanael                                                                                                                                                 39-45 Pengaruh Inflasi, Suku Bunga As, Harga Emas, Harga Minyak Bumi, Inflasi AsDan Kurs Rupiah Terhadap Indeks Sektoral Di IndonesiaSylvin Antonius                                                                                                                                                                    46-53 Analisis Pengaruh Faktor –Faktor Total Quality Management (Tqm)Terhadap Kinerja Perusahaan  Pt XyzVania Novianty                                                                                                                                                                    54-61 Analisis Strategi Bisnis Pada Pt. Galleon Cahaya Investama UntukMeningkatkan Daya Saing Dalam Persaingan Di PasarYakobus Luke                                                                                                                                                                      62-67 Analisis Pengawasan Serta Pengaruh Kawasan Berikat Terhadap Arus Kas, Beban PajakDan Aktivitas Ekspor Pt.XyzDeby Valentina                                                                                                                                                                    68-73 Pengaruh Brand Loyalty, Word Of Mouth, Dan Celebrity EndorsementTerhadap Repurchase IntentionLeonardo Charles Ferdinands                                                                                                                                            74-79 Pengaruh Orientasi Pasar Terhadap Kinerja Perusahaan Dengan Komitmen OrganisasiDan Kemampuan Pemasaran Sebagai Variabel Mediasi(Studi Empiris Pada Perusahaan Sektor Ritel Di Dki Jakarta)Ongky Alex Sander                                                                                                                                                              80-89 Pengajuan Artikel Jurnal Analisis Pengembangan Bisnis Kafe District Resto & BarUntuk Meningkatkan Daya SaingTommy Halim Wijaya Dan Eko Harry Susanto                                                                                                              90-95 Pengaruh Profitabilitas, Board Gender, Dan Likuiditas Terhadap Nilai PerusahaanDengan Kebijakan Dividen Sebagai Variabel Moderasi(Studi Empiris Pada Perusahaan Manufaktur Yang Bergerak DibidangConsumer Goods Yang Terdaftar Di Bei Periode 2011-2016)Elisabeth Octavia Kamal Dan Indra Widjaja                                                                                                96-103 Faktor-Faktor Yang Mempengaruhi Return Saham Perusahaan Pertambangan BatubaraDi Bei Periode 2008-2015Rafail Widarko Dan Carunia Mulya Firdausy                                                                                                 104-112     

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