Conflict or congruence? The case of a Danish hospital

Abstract

In 2000, a survey was conducted at a Danish hospital with the overall purpose to evaluate the hospital on all the criteria of the excellence model. Leaders and employees were asked to answer 56 questions formulated to cover all nine criteria and based on EFQM's self‐asssessment material. A comparison will be made between these leader scores and the employee scores with the purpose to measure to what degree leaders and employees agree about the state of the hospital. A new congruence measure will be developed and, together with average performance scores, the congruence score will provide input to identify and prioritise improvement initiatives.

Citation

Jørn Juhl, H., Eskildsen, J. and Kristensen, K. (2004), "Conflict or congruence? The case of a Danish hospital", International Journal of Quality & Reliability Management, Vol. 21 No. 7, pp. 747-762. https://doi.org/10.1108/02656710410549091