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TQM implementation for competitive advantage in healthcare delivery

Satya P. Chattopadhyay (Satya P. Chattopadhyay is an Associate Professor of Marketing at the University of Scranton, Scranton, Pennsylvania, USA)
Steven J. Szydlowski (Steven J. Szydlowski is a Master of Health Administration candidate at the University of Scranton, Scranton, Pennsylvania, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 1999

1586

Abstract

An examination of total quality management implementation projects in the healthcare industry is reported. Illustrations of the projects show how projects are predominantly managerial issues‐oriented, rather than emphasizing medical/clinical aspects. The issue of competition between healthcare and managerial perspectives is raised. The five cases reported were undertaken as part of a Community Excellence Initiative in north‐eastern Pennsylvania which aimed to make the region more attractive to relocating business. Looks at implications of the projects for the future.

Keywords

Citation

Chattopadhyay, S.P. and Szydlowski, S.J. (1999), "TQM implementation for competitive advantage in healthcare delivery", Managing Service Quality: An International Journal, Vol. 9 No. 2, pp. 96-101. https://doi.org/10.1108/09604529910257984

Publisher

:

MCB UP Ltd

Copyright © 1999, MCB UP Limited

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