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Ranking model of total quality management enablers in healthcare establishments using the best-worst method

Faisal Talib (Department of Mechanical Engineering, Zakir Husain College of Engineering and Technology, Aligarh Muslim University, Aligarh, India)
Mohammad Asjad (Department of Mechanical Engineering, Jamia Millia Islamia (A Central University), New Delhi, India)
Rajesh Attri (Department of Mechanical Engineering, J.C. Bose University of Science and Technology YMCA, Faridabad, India)
Arshad Noor Siddiquee (Department of Mechanical Engineering, Jamia Millia Islamia (A Central University), New Delhi, India)
Zahid A. Khan (Department of Mechanical Engineering, Jamia Millia Islamia (A Central University), New Delhi, India)

The TQM Journal

ISSN: 1754-2731

Article publication date: 18 September 2019

Issue publication date: 27 September 2019

854

Abstract

Purpose

Recent years have witnessed a significant rise in Indian healthcare establishments (HCEs) which indicate that there is a constant need to improve the healthcare quality services through the adoption and implementation of TQM enablers. The purpose of this paper is to identify such enablers and then propose a ranking model for TQM implementation in Indian HCEs for improved performance.

Design/methodology/approach

The study identifies 20 TQM enablers through comprehensive literature survey and expert’s opinion, and classifies them into five main categories. The prominence of these enablers is established using a recently developed novel multi-criteria decision making (MCDM) method, i.e. best-worst method (BWM). The importance of the various main category and sub-category enablers is decided on the basis of their weights which are determined by the BWM. In comparison to other MCDM methods, such as analytical hierarchy process, BWM requires relatively lesser comparison data and also provides consistent comparisons which results in both optimal and reliable weights of the enablers considered in this paper. Further, a sensitivity analysis is also carried out to ensure that the ranking (based on the optimal weights) of the various enablers is reliable and robust.

Findings

The results of this study reveal that out of five main category enablers, the “leadership-based enablers (E1)” and the “continuous improvement based enablers (E5)” are the most and the least important enablers, respectively. Similarly, among the 20 sub-category enablers, “quality leadership and role of physicians (E14)” and “performing regular survey of customer satisfaction and quality audit (E52)” are the most and the least dominating sub-category enablers, respectively.

Research limitations/implications

This study does not explore the interrelationship between the various TQM enablers and also does not evaluate performance of the various HCEs based on the weights of the enablers.

Practical implications

The priority of the TQM enablers determined in this paper enables decision makers to understand their influence on successful implementation of the TQM principles and policies in HCEs leading to an overall improvement in the system’s performance.

Originality/value

This study identifies the various TQM enablers in HCEs and categorizes them into five main categories and ranks them using the BWM. The findings of this research are quite useful for management of the HCEs to properly understand the relative importance of these enablers so that managers can formulate an effective and efficient strategy for their easy and smooth implementation which is necessary for continuous improvement.

Keywords

Citation

Talib, F., Asjad, M., Attri, R., Siddiquee, A.N. and Khan, Z.A. (2019), "Ranking model of total quality management enablers in healthcare establishments using the best-worst method", The TQM Journal, Vol. 31 No. 5, pp. 790-814. https://doi.org/10.1108/TQM-04-2019-0118

Publisher

:

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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