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Journal cover: Work Study

Work Study

ISSN: 0043-8022
Currently published as: International Journal of Productivity and Performance Management

Online from: 1952

Subject Area: Performance Management and Measurement

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A model for evaluating TQM effectiveness in health-care systems


Document Information:
Title:A model for evaluating TQM effectiveness in health-care systems
Author(s):R.P. Mohanty, (General Manager, Manpower and Training at the Associated Cement Companies Ltd, Bombay, India), K. Santhi, (Management staff at the Associated Cement Companies Ltd, Bombay, India), C. Haripriya, (Management staff at the Associated Cement Companies Ltd, Bombay, India)
Citation:R.P. Mohanty, K. Santhi, C. Haripriya, (1996) "A model for evaluating TQM effectiveness in health-care systems", Work Study, Vol. 45 Iss: 2, pp.14 - 17
Keywords:Customers, Health care, Hospitals, Total quality management
Article type:Research paper
DOI:10.1108/00438029610110384 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:Health-care systems (HCS) are different from other industrial/commercial systems in that they can be influenced by moral and ethical considerations. In recent times, total quality management (TQM) has been implemented in many business sectors, as a means of focusing on the needs and aspirations of customers and using this focus to drive activity and improvement effort. HCS deal with a particular type of consumer - the patient - who may be old, confused, or otherwise vulnerable. Argues that TQM, when implemented in HCS, requires an understanding of the particular nature of the sector, which influences the parameters of quality relating to patient care and their subsequent measurement.



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