To read this content please select one of the options below:

The development of a model for total quality healthcare

Puay Cheng Lim (Puay Cheng Lim is a Healthcare Practice Manager based in Singapore.)
Nelson K.H. Tang (Nelson K.H. Tang is Lecturer in Operations and Information Management at the University of Leicester, Leicester, UK.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 2000



The rapid changes in the environment have exerted significant pressures on healthcare providers to reassess their strategies. Furthermore, it is a paradox that the best clinicians are, themselves, not the best managers in running the healthcare services. Hence, a management model is set up using quality function deployment (QFD) where strategies are developed through a partnership between managers and clinicians for the provision of total quality healthcare in the light of dramatic changes in the health‐care environment. The QFD‐led model consists of seven parts, which includes service planning, operational planning and new concepts deployment. The power of the QFD‐led model comes from the detailed discussions with customers about their expectations, comparisons with competitors and considerations of how the healthcare provider can meet the customers’ expectations most effectively. The application of QFD in a restructured regional acute‐care hospital is discussed.



Cheng Lim, P. and Tang, N.K.H. (2000), "The development of a model for total quality healthcare", Managing Service Quality: An International Journal, Vol. 10 No. 2, pp. 103-111.




Copyright © 2000, MCB UP Limited

Related articles