TQM implementation practices and performance outcome of Indian hospitals: exploratory findings
ISSN: 1754-2731
Article publication date: 18 December 2020
Issue publication date: 28 October 2021
Abstract
Purpose
This paper explores and interprets the linkage between total quality management (TQM) practices and organizational performance measures for improving the healthcare firms’ performance. Indian healthcare firms are aware of TQM practices and their benefits, but the awareness level varies among the firms and staff. The study looks into the effectiveness of quality awareness to meet quality performance in Indian hospitals.
Design/methodology/approach
A questionnaire based on previous research was circulated among the managers and medical staff. The model linking TQM and organizational performance is analyzed with structural equation modelling and confirmed the hypotheses stated. Interpretations to improve hospital performance are made.
Findings
The study identified ten relevant TQM factors and confirmed their importance towards the improved organizational performance of Indian hospitals. Top management initiative, continuous process improvement and team work are the most contributing TQM factors. Differences in the awareness levels by the management staff and medical staff are attributed. The managers and medical staff are aware of the benefits of TQM towards firm performance, but it is to be improved further.
Research limitations/implications
Cross-validation and interpretation are affected due to the limited sample size. Longitudinal study is recommended to explore the individual hospital as specific cases. Larger sample size is suggested as an extended work to overcome the demographic and infrastructural limitations of the firms included.
Practical implications
The management is more interested in TQM, but there is lack of awareness among the staff. The quality awareness and customer focus by medical staff are the most weakly loaded factors, and the weaknesses can be remedied by the lead role by the hospital management in providing proper training and thereby improving the attitude of the medical staff.
Social implications
Effectiveness of hospital operations is highly dependent on customer focus. Properly communicated, committed and trained staff with good-quality awareness can better implement TQM and thereby improve hospital performance. Lead role by the management is very important, and the paper lists ways to attain these outcomes.
Originality/value
Very little is reported from the Indian healthcare sector linking TQM and outcome performance. The quality awareness, customer focus, communication and learning by the medical staff are to be improved, and the paper suggests ways to link TQM more effectively to improve the performance in hospitals. These findings may be useful to the managers, medical staff and researchers in healthcare to bring better results.
Keywords
Acknowledgements
Conflict of interest: No potential conflict of interests.
Citation
Puthanveettil, B.A., Vijayan, S., Raj, A. and MP, S. (2021), "TQM implementation practices and performance outcome of Indian hospitals: exploratory findings", The TQM Journal, Vol. 33 No. 6, pp. 1325-1346. https://doi.org/10.1108/TQM-07-2020-0171
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited