Organizational transformation for service excellence in a public hospital in Hong Kong

Abstract

Kwong Wah Hospital was founded by the charity organization, Tung Wah Group of Hospitals, some 88 years ago, with management transfer to the Hong Kong Hospital Authority in 1991. Capitalizing both from the traditional caring culture of its founder, as well as opportunities in the new management environment, the hospital has scored remarkable successes in service quality, community partnership, organizational effectiveness, and staff development. Underpinning these transformations were structure, process, people, and culture strategies. The learning imperative is heavily mandated for the success of each of these strands of development. Indeed, the embodiment of a learning organization culture provides the impetus in sustaining the change momentum, towards achieving the vision of becoming a “most preferred hospital” in Hong Kong.

Citation

Ho, W. (1999), "Organizational transformation for service excellence in a public hospital in Hong Kong", Managing Service Quality: An International Journal, Vol. 9 No. 6, pp. 383-388. https://doi.org/10.1108/09604529910287792