scholarly journals An Analysis of The Effects of Total Quality Management (TQM) on Patient Satisfaction in Hospital: A Scoping Review

2021 ◽  
Vol 2 (4) ◽  
pp. 110-129
Author(s):  
Nurul Namirah Kamaruddin ◽  
Fridawati Rivai ◽  
Andi Zulkifli
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Quality Management ◽  
Total Quality Management ◽  
Scoping Review ◽  
Quality Management System ◽  
Medical Procedures ◽  
Total Quality ◽  
Patient Factor ◽  
The Impact

Hospitals are an integral part of the health care system. They are accountable for delivering proper health care to very sensitive patients, including all essential difficult medical procedures. Recognizing the wants and aspirations of customers, in this instance patients, is critical for patient happiness. To achieve patient satisfaction, businesses or hospitals must develop and manage a system for acquiring new patients as well as the capacity to keep existing ones. In respect to the quality management system, one instrument that is believed to be capable of assisting organizations in improving their performance and achieving their objectives is Total Quality Management (TQM). As a result, Total Quality Management (TQM) might be one of the strategies adopted. This research technique is referred to as a scoping review. According to the findings of a literature search on the impact of ten TQM components on patient happiness at home, the Focus on Patient factor has the greatest influence on patient satisfaction in hospitals.

Total Quality Management and the Silent Patient

2002 ◽  
Vol 12 (4) ◽  
pp. 481-504 ◽  
Author(s):  
Ann E. Mills ◽  
Mary V. Rorty
Keyword(s):  
Health Care ◽  
Quality Management ◽  
Total Quality Management ◽  
Delivery System ◽  
Health Care Delivery ◽  
Care Delivery ◽  
Health Care Delivery System ◽  
Total Quality ◽  
Quality Control Mechanism ◽  
The Impact

Abstract:This essay examines the impact of the imposition of businesses techniques, in particular, those associated with Total Quality Management, on the relationships of important components of the health care delivery system, including payers, managed care organizations, institutional and individual providers, enrollees, and patients. It examines structural anomalies within the delivery system and concludes that the use of Total Quality Management techniques within the health care system cannot prevent the shift of attention of other components away from the enrollee and the patient, and may even contribute to it. It speculates that the organization ethics process may serve as a quality control mechanism to prevent this shift and so help eliminate some of the ethically problematic processes and outcomes within the health care delivery system.

scholarly journals Impact of Implementing Total Quality Management (TQM) System on Improving Performance at the Cooperative of State Employees (CSE) in Lebanon

2020 ◽  
Vol 5 (3) ◽  
pp. p114
Author(s):  
Abbass M. Ayash ◽  
Prof. Hasan El-Mousawi ◽  
Dr. Joumana Younis
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Quality Management System ◽  
Integrated Management ◽  
Critical Role ◽  
Management Approach ◽  
Total Quality ◽  
Managerial Performance ◽  
State Employees ◽  
The Impact

The Total Quality Management System (TQM) is an integrated management approach that aims to continuously improve the performance of services and exceed the expectations of associates. The study aimed at determining the impact of the application of the Total Quality Management (TQM) system in improving performance in the Cooperative of State Employees (CSE) in Lebanon. The study also aimed at building a conceptual framework that can be used as a guide in formulating an effective approach that enables high management in the Cooperative of State Employees (CSE) to successfully implement a Total Quality Management (TQM) system. The study sample consisted of employees in the Cooperative of State Employees (CSE). To verify the study hypotheses, a five-point Likert style questionnaire was constructed and distributed among the sample to measure and reveal the impact of implementing the TQM system on improving the performance of the CSE. The results of the study showed that implementing the TQM system has a critical role in improving the financial performance of the CSE, while it has no impact of significance on improving managerial performance at the CSE.

scholarly journals Quality management and business performance of Serbian companies

2021 ◽  
Vol 69 (6-7) ◽  
pp. 345-356
Author(s):  
Vesna Milovanović ◽  
Stevo Janošević ◽  
Mihailo Paunović
Keyword(s):  
Quality Management ◽  
Business Performance ◽  
Quality Management System ◽  
Iso 9001 ◽  
Company Size ◽  
Total Quality ◽  
Industry Type ◽  
Business Results ◽  
Management Perspective ◽  
The Impact

The impact of quality management (QM) programs on business results has been the subject of numerous studies worldwide. However, given the complexity of the contemporary QM paradigm and its context-dependence, it is difficult to generalise its impact on business performance. This study examines QM from the strategic management perspective by comprehensively analysing the effects of quality management system (QMS) certification to ISO 9001 in terms of improved business performance and the achieved level of total quality management (TQM) in Serbian companies. Control variables of industry type and company size are employed to observe their possible impact on motives for, and effects of, QMS certification to ISO 9001. The results reveal that the certification of Serbian companies' QMS to ISO 9001 positively influences their operational and market performance, with the impact intensity dependent upon company size and industry type. The impact of certification on financial performance was examined but not confirmed. Compared to companies motivated primarily by marketing interests and market pressure, companies that certify their QMS to ISO 9001 to improve the quality of their business show a higher level of TQM implementation and gain greater benefits from certification.

scholarly journals The Role of TQM Practice in Improving Business Performance’s Pharmaceutical Industry in Indonesia

2022 ◽  
Vol 21 (3) ◽  
pp. 303
Author(s):  
Yuli Fitriyani ◽  
Aziz Y ◽  
Rivani R ◽  
Kaltum U ◽  
Sihotang J
Keyword(s):  
Quality Management ◽  
Pharmaceutical Industry ◽  
Total Quality Management ◽  
Structural Equation ◽  
Business Performance ◽  
Quality Management System ◽  
Equation Modeling ◽  
Total Quality ◽  
Leadership Management

The primary purpose of this study is to investigate the role of Total Quality Management (TQM) on business performance in various dimensions. This study proposes a conceptual model that intends to study several research hypotheses. The data were obtained through an online questionnaire, sent to pharmaceutical companies manufactured generic products in Indonesia. The study was conducted based on responses received from 168 valid questionnaires, and it was used partial least squares structural equation modeling (PLS-SEM) to test the hypotheses. Furthermore, we use both of reflective and formative construct with second order/higher order construct in our model of study which is rarely found in the previous study. This research analyzed the dimensions studied in different aspects. TQM variable consists of seven practice, namely management commitment, supplier quality, employee involvement, leadership management, customer orientation, continuous improvement and quality management system, and with respect to business performance, this variable was analyzed through four different perspectives, namely, financial, customer, internal business process and learning & growth. The findings indicate that companies adopt total quality management get improvement in their business performance. Leadership management has greater effect on the successful of TQM practice compared to other TQM dimensions. This study also provides a particular contribution for the companies and expect to be used as feedback related to the execution of their TQM implementation to improve their business performance. Keywords— Balanced Scorecard; Business Performance; Pharmaceutical Industry; Total Quality Management

scholarly journals Management of services in total quality management implemented and non-implemented health facilities

2021 ◽  
Vol 6 (4) ◽  
pp. 689-696
Author(s):  
Muhsina Begum ◽  
Ashees Kumar Saha ◽  
Sheuly Begum ◽  
Nasima Akhter ◽  
Pritikona Borua ◽  
...  
Keyword(s):  
Health Care ◽  
Quality Management ◽  
Total Quality Management ◽  
Health Care Providers ◽  
Service Providers ◽  
Health Facilities ◽  
Working Environment ◽  
Care Providers ◽  
Total Quality ◽  
Medical College

5S-CQI-TQM is a management technique that is aimed at bringing satisfaction of staff as well as the patients through improvement of working environment. A cross-sectional comparative study was carried out among 226 respondents who were selected purposively from the selected study place from 1st January to 31st December 2017. Among 226 respondents, 113 were taken from Dhaka Medical College and another 113 were taken from Mugdha Medical College. Among 113 respondents, 56 respondents were health care providers and 57 respondents were health care receivers. The purpose of this study to compare the management of services in Total Quality Management implemented (Dhaka Medical College and Hospital) and non-implemented (Mugdha Medical College and Hospital) health facilities. A Semi-structured interviewer administered questionnaire and an observational check list were developed to collect the data. Separate questionnaire was used for health care providers and health care receivers. The statistical analysis was conducted using SPSS (statistical package for social science) version 20 statistical software. Significant statistical differences were found between TQM implemented and TQM non-implemented hospital regarding workload (p=0.043), hospital authority always seriously consider staff’s suggestions for the improvement of quality of service (p<0.001), employees always respect to each other in the hospital (p<0.001) and 35 (62.5%) service providers expressed satisfactory opinion regarding management of the hospital. Asian J. Med. Biol. Res. December 2020, 6(4): 689-696

scholarly journals Implementing Total Quality management practices and Employee Performance: Sanita - Lebanon

2021 ◽  
Vol 24 ◽  
pp. 538-548
Author(s):  
Rushdi Zaiter ◽  
Rabih El Kabbout ◽  
Mahnoud Koabaz ◽  
Ahmad Skaiky ◽  
Mohamad Zalghout ◽  
...  
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Management Practices ◽  
Alternative Hypothesis ◽  
Employee Performance ◽  
Industrial Sector ◽  
Middle Level ◽  
Total Quality ◽  
Quantitative Correlation ◽  
The Impact

The aim of the study is find out the impact of applying different total quality management (TQM) practices on the performance of employees in the Lebanese industrial sector. The implementation of total quality management in Lebanese companies is very narrow where few companies work to apply Total Quality Management elements and concepts in its operations. Sanita is a Lebanese company that has applied the principles of total quality management relatively in all of its operations, so it has a large share of its products in the Lebanese market. In this quantitative survey designed study, 160 self-administered questionnaires were distributed for employees working at different career level (Top level management / Middle level management / Supervisor / Operator /technician / other workers) in Sanita main branch (Halat -Lebanon) and Sanita factory (Zouk Mosbeh -Lebanon). The survey concluded various questions related to the dependent variable employee performance and the independent variable related to practices of total quality management (leadership, teamwork, training and education, empowerment, communication). Using the quantitative correlation Pearson test, a strong influence emerged for the implementation of TQM principles on the performance of employees at Sanita and its factories; thus accepting the main alternative hypothesis.

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