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Health care is an example of an organization where the needs of potential clients are much greater than the capabilities of the service delivery system. The implementation of any medical procedure, as well as the provision of any service, just like the manufacturing of any product, can be decomposed into a series of tasks. The purpose of this paper is to propose a model for measuring the effectiveness of quality assurance tasks in health-care delivery processes.

The authors analyze a system of factors that affect the implementation of tasks in a process. In their considerations, they have focused on four areas of science that describe conditions that are related to the implementation of tasks: Scheduling as a methodology for allocating resources to perform tasks; Capacity planning as a methodology for assigning values to given resources expressed by the number of tasks that can be executed with the resources; Queueing theory, used as a methodology for describing phenomena in which not all planned tasks are performed within the prescribed specification limits; and Quality management, as a methodology to ensure appropriate conditions for completing tasks (CCTs), where CCT is a representation of parameters of casual relationship between variables.

The authors show that the effectiveness of executing any scheduled tasks in the process is determined by the difference between the capacity of resources allocated (at a given time interval) and the number of tasks planned to be carried out at that time. The CCT conditions determine the level of capacity of the fixed amount of resources. It is shown that their deviation from the reference CCT specification may cause the nominally correct amount of resources be either too small (causing queue formation and longer wait time in hospitals) or too large to contribute to the waste in the system by creating idle capacity.

The scope of application of the model is wide. It covers tasks performed with different degrees of uncertainties regarding the capacity of resources. It applies in all areas of health care where unlike manufacturing, the services delivered and the tasks performed in the health-care delivery system are seldom identical. Every patient is treated differently than the one waiting next in line. The workloads are pre-arranged in the order they are needed and completed in accordance with the FI-FO (first in-first out) principle. The model presented in this paper makes it possible to better understand the mechanism of effectiveness and efficiency improvement and the role of humans as a specific carrier of capacity.

As most of the health-care organizations are still stuck in the soft side of quality assurance, there has been little research conducted to test the applicability of well-known productions/operation management methodologies and theories benefitting health-care systems. The formulation of a reference point of CCT in this study is to serve as a stabilizing control point with the same connotation as that of a central reference line in the statistical process control chart. The correct capacity planning is needed to determine with a high degree of probability of success in implementation of all tasks to assure quality all the time.

An overwhelming body of evidence concludes that the private sectors provide better quality service than the public sectors. Such findings may well exacerbate the belief of the general public, but, as shown in this article, the progress made in many public sector organisations in many parts of the world point towards a new beginning. Notes, for example, that the application of TQM has begun to redefine the administrative infrastructure and mindset of managers on various fronts. Points out that it may be premature and perhaps less than entirely accurate to pre‐judge the government organisations inherently as inefficient. Suggests that there are signs of eagerness on the part of public managers to move faster and notes that the race for quality is far from over.

The purpose of this paper is to find determinants of the effectiveness of the business improvement processes that create value for services offered to patients in healthcare industries. The words patients and customers are used interchangeably throughout without any distinction. The features that distinguish medical services of different types and their inter-related factors are examined. The aim is to come up with a model of value vs cost that can help healthcare managers examine and use this exercise as an example of improvement micro-projects to help reduce cost and eliminate the patient’s dissatisfaction gaps.

The list of factors or attributes influencing the creation of value of a given medical process or a single procedure is described. The factors in the value creation are examined that will help in the categories for the risk analysis to determine the value-added benefits for the patient outcome. The cost analysis is approached from two angles to include: the cost of the service, and the costs of poor quality of service.

The model describes the value for the patient satisfaction depending on the quality level or grade of the treatment or procedures used and the cost factor. The analysis is done at several levels with special reference to case examples. A search for various analogous models in similar service providing situation used in business process management of other process types is highlighted and discussed.

The model is an interesting generic illustration for considering value vs cost in all patient care strategies. It enables the position of various medical procedures that can be applied to the same disease in order to keep the variations as minimum as possible within the quality control specification limits. The importance in different aspects of check-points or hold points for inspection is also discussed.

Shanghai is a Chinese city with a history of more than 700 years, which has played a very important role over 30 years of rapid economic growth in China. The purpose of this paper is to investigate the quality management maturity system and schemes of Shanghai enterprises.

The investigation on quality management maturity of Shanghai enterprises was conducted by Shanghai Association for Quality (SAQ), to study the environmental impact of increasing globalization of industries.

SAQ made a systematic investigation and evaluation on the maturity of enterprise product, services and overall management quality, to comprehensively understand and assess the current status and levels of Shanghai enterprise quality management and to obtain important information for preparing a strategy for the Shanghai enterprise quality development plan and countermeasures to stay competitive in the new era.

The paper shows that, in order to further improve market competitiveness and capability of sustainable operation and growth, Shanghai enterprises must enhance their overall quality management level guided by the performance excellence criterion, implementing and putting forward mega efforts on enterprises taking primary responsibility for striving to promote CSR based on “operation with integrity and responsibility”, investing in “soft skills strength development” and utilizing quality improvement tools and techniques to promote the overall quality management level to a new high in the next decade.

The Hygiene Management System (HMS) is a regulated basic food safety system applicable to registered South African abattoirs. There is however, no specific requirement within the HMS that specifies continual improvement (CI). Continual improvement within management systems is critical to ensure that these systems remain relevant, efficient and effective over time. The purpose of this research is to determine the extent to which the HMS requirements facilitate CI and to suggest, if necessary, an approach on how the concept may be realized in practice.

This study was conducted in two parts. The first part of the study developed continual improvement criteria benchmarking the ISO 9000 series. These criteria were then compared against the HMS requirements to determine the theoretical extent to which the HMS supports continual improvement. The second part of the study empirically tested the existing requirements of the HMS that support continual improvement.

This research demonstrates that the HMS is, first designed to support CI to a limited extent and second is not, in practice, implemented towards CI.

This paper presents regulators with gaps that exist within the present regulated HMS requirements in support of CI. It also provides abattoir managers with broad guidelines on how their implemented HMS can be designed towards CI. The research results may foster improvement within the regulated requirements of the HMS and implementation thereof towards improved handling and processing of safe meat at South African abattoirs.

The purpose of this paper is to document the results of an implementation of the quality function deployment (QFD) tool in a process of a municipal administration involving: request for component support: family farming, urban and backyard agriculture that are part of the Rural Development Directorate of the Moroleón City Hall in the state of Guanajuato, México.

The work is an exploratory study where the application of different quantitative techniques, database analysis, sample collection, field notes, participant observation, workshops and direct interviews were held and conducted to collect data.

From the analysis of the requirements of quality characteristics are identified, simplified, response time reduced, assertiveness maintained and transparency in the resource allocations were assured. According to the calculations, customer expectations were clearly identified.

The implementation of quality management methods such as QFD, in a municipal administration was used aimed at improving the services offered to citizens according to their expectations. It is expressed that mayors should be primarily concerned about giving the officials under their direction the necessary training to make their employment joyful with the help and use of the best tools available to provide quality results.

The average mark in the mid-semester examination of a group of total quality management students turned out to be 52 percent with a SD of 11 percent. They are to score a minimum of 60 percent to enable them graduate with a diploma. The purpose of this paper is to investigate the vital Xs or variables that will help improve a student’s score from 52 to 60 percent.

The main objective of the study is to relate variables that will improve the learning outcome, hence the author chose a structural equation modeling using 15 latent constructs (Pintrich et al., 1991) to identify the vital Xs.

Results show that students study time, learning motive, and learning strategy will have significant effect on the learning outcome.

This study is restricted to students in a particular university in Ghana, and may not necessarily be applicable universally.

This study used the (Pintrich et al., 1991) Motivated Strategies for Learning Questionnaire to gather information about student’s study habits, learning skills, and motivation for schoolwork. Students who participated in the study were provided with the necessary feedback to help improve on their examination scores.

This study contributes to literature by examining how the attitude(s) of the student in the classroom has a significant effect on the learning outcome.