The TQM Magazine: Volume 18 Issue 6

Impact of deficient healthcare service quality

Pui‐Mun Lee, PohWah Khong, Dhanjoo N. Ghista

Purpose – This paper seeks to look at healthcare service quality from the viewpoint of its negative impact on the industry when there is a deficiency in the delivery of service…

Transferring best practices to healthcare: opportunities and challenges

R. Nat Natarajan

The purpose of this paper is to analyze the opportunities and challenges in the healthcare sector for learning and transferring from other sectors the concepts, best practices…

Integrated approach to healthcare quality management: a case study

Prasanta Kumar Dey, Seetharaman Hariharan

The purpose of the paper is to develop an integrated quality management model, which identifies problems, suggests solutions, develops a framework for implementation and helps…

The impact of organizational culture on the successful implementation of total quality management

Ali Mohammad Mosadegh Rad

The purpose of the paper is to determine the impact of cultural values on the success of TQM implementation in Isfahan University Hospitals (IUHs), Iran, 2004.

Quality management through a national quality award framework: The experience of a hospital in Brazil

Paulo A. Cauchick Miguel

As the importance of health care is growing worldwide and it has undergone a significant change, this paper aims to report a case study in a hospital complex that implemented an…

A new construct for visualising and designing e‐fulfilment systems for quality healthcare delivery

Phil Joyce, Rosamund Green, Graham Winch

Purpose – The core theme of this paper is that, to provide the best kind of process systems to support a “quality” healthcare provider, it is essential to “engineer‐in” quality as…

Sustainable quality services in the healthcare industry

Pui-Mun Lee