Provider-perceived dimensions of total quality management in healthcare

Benchmarking

Volumn 15, Issue 6, 2008, Pages 693-722

  Duggirala, Mayuri ^a   Rajendran, Chandrasekharan ^a   Anantharaman, R N ^a  

^a INDIAN INSTITUTE OF TECHNOLOGY MADRAS   (India)

Author keywords

Health services; Hospitals; India; Total quality management

Indexed keywords

EID: 55649090982     PISSN: 14635771     EISSN: None     Source Type: Journal    
DOI: 10.1108/14635770810915904     Document Type: Article

References (67)

1. Ahire, S.L., Golhar, D.Y. and Waller, M.A. (1996), "Development and validation of TQM implementation constructs", Decision Sciences, Vol. 27, pp. 23-56.
2. Azim, T., Tunon, C. and Baqui, A.H. (1999), "Record keeping systems for quality improvement in urban primary health care clinics", Journal of Health and Population in Developing Countries, Vol. 2, pp. 23-9.
3. Bentler, P.M. (1995), EQS for Windows-User's Guide, Multivariate Software Inc., Encino, CA.
4. Bentler, P.M. and Bonett, D.G. (1980), "Significance tests and goodness of fit in the analysis of covariance structures", Psychological Bulletin, Vol. 88, pp. 588-606.
5. Besterfield, D.H., Besterfield-Michna, C., Besterfield, G.H. and Besterfield-Sacre, M. (2001), Total Quality Management, 2nd ed., Pearson Education Asia, Hong Kong.
6. Bhat, R., Verma, B.B. and Reuben, E. (2001), "Hospital efficiency: an empirical analysis of district hospitals and grant-in-aid hospitals in Gujarat", Journal of Health Management, Vol. 3, pp. 168-96.
7. Bradley, E.H., Holmboe, E.S., Mattera, J.A., Roumanis, S.A., Radford, M.J. and Krumholz, H.M. (2003), "The roles of senior management in quality improvement efforts: what are the key components?", Journal of Healthcare Management, Vol. 48, pp. 16-28.
8. Byrne, B.M. (1994), Structural Equation Modelling with EQS and EQS/Windows-Basic Concepts, Applications and Programming, Sage, Thousand Oaks, CA.
9. Casarett, D.J. and Abrahm, J. (1999), "Talking about clinical practice guidelines: how much should patients be told?", Seminars in Medical Practice, Vol. 2, pp. 21-4.
10. Chong, V.K. and Rundus, M.J. (2004), "Total quality management, market competition and organizational performance", The British Accounting Review, Vol. 36, pp. 155-72.
11. Dattakumar, R. and Jagadeesh, R. (2003), "A review of literature on benchmarking", Benchmarking: An International Journal, Vol. 10, pp. 176-209.
12. Donabedian, A. (2000), "Evaluating physician competence", Bulletin of the World Health Organization, Vol. 78, pp. 857-60.
13. Douglas, T.J. and Judge, W.Q. Jr (2001), "Total quality management implementation and competitive advantage: the role of structural control and exploration", Academy of Management Journal, Vol. 44, pp. 158-69.
14. Edwards, M. (2002), "Medical records", in Srinivasan, A.V. (Ed.), Managing a Modern Hospital, Sage, New Delhi, pp. 244-70.
15. Eggli, Y. and Halfon, P. (2003), "A conceptual framework for hospital quality management", International Journal of Health Care Quality Assurance, Vol. 16, pp. 28-36.
16. Fuentes-Fuentes, M.M., Albacete-Saez, C.A. and Llorens-Montes, F.J. (2004), "The impact of environmental characteristics on TQM principles and organizational performance", Omega, Vol. 32, pp. 425-42.
17. Gibbons, A.J. and Dhariwal, D.K. (2003), "Audit for doctors: how to do it", British Medical Journal, Vol. 327, pp. s1-s2, available at: www.bmj.com.
18. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, Prentice Hall of India Private Limited, New Delhi.
19. Hasin, M.A.A., Seeluangsawat, R. and Shareef, M.A. (2001), "Statistical measures of customer satisfaction for health care quality assurance: a case study", International Journal of Health Care Quality Assurance, Vol. 14, pp. 6-14.
20. Horowitz, D., Hanno, P., Curley, C., Disbot, M., Jones, K. and Brennan, P.J. (2003), "A physician-led strategic initiative to improve clinical efficiency and reduce costs in a large academic health system", Journal of Clinical Outcomes Management, Vol. 10, pp. 376-82.
21. Issac, G., Rajendran, C. and Anantharaman, R.N. (2003), "Determinants of software quality: customer's perspective", TQM & Business Excellence, Vol. 14, pp. 1053-70.
22. LeBrasseur, R., Whissell, R. and Ojha, A. (2002), "Organisational learning, transformational leadership and implementation of continuous quality improvement in Canadian hospitals", Australian Journal of Management, Vol. 27, pp. 141-62.
23. Leer, J.W.H., Corver, R., Kraus, J.J.A.M., Togt, J.C. and Buruma, O.J.S. (1995), "A quality assurance system based on ISO standards: experience in a radiotherapy department", Radiotherapy and Oncology, Vol. 35, pp. 75-81.
24. Lighter, D.E. (2000), "The path to management: physician executives in health care", Hospital Physician, May, pp. 64-8.
25. Lord, B.R. and Lawrence, S. (2001), "TQM implementation: a case study of MQT (management's questionable technology)", Proceedings of the Third Asian Pacific Interdisciplinary Research in Accounting Conference, Adelaide.
26. McFadden, L.K., Towell, E.R. and Stock, G.N. (2004), "Critical success factors for controlling and managing hospital errors", Quality Management Journal, Vol. 11, pp. 61-73.
27. McLaughlin, C.P. and Kaluzny, A.D. (1999), "Evolving health care quality: lessons and action steps", Journal of Health Management, Vol. 1, pp. 203-13.
28. Malhotra, N. (2004), Marketing Research, 4th ed., Pearson Education, India.
29. Martin, L.R. (2001), "Facilitation of patient involvement in care: development and validation of a scale", Behavioral Medicine, Fall, available at: www.findarticles.com.
30. Newman, K. and Pyne, T. (1996), "Quality matters: junior doctors' perceptions", Journal of Management in Medicine, Vol. 10, pp. 12-23.
31. Newman, K., Maylor, U. and Chansarkar, B. (2002), "The nurse satisfaction, service quality and nurse retention chain: implications for management of recruitment and retention", Journal of Management in Medicine, Vol. 16, pp. 271-91.
32. Northcott, D. and Llewellyn, S. (2005), "Benchmarking in UK health: a gap between policy and practice?", Benchmarking: An International Journal, Vol. 12, pp. 419-35.
33. Ovretveit, J.A. (1993), "Auditing and awards for service quality", International Journal of Service Industry Management, Vol. 4, pp. 74-84.
34. Ovretveit, J. (1997), "Learning from quality improvement in Europe and beyond", Journal of the Joint Commission for Accreditation of Health care Organizations, Vol. 23, pp. 7-22.
35. Ovretveit, J. (2000), "Total quality management in European health care", International Journal of Health Care Assurance, Vol. 13, pp. 74-80.
36. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50.
37. Pestonjee, D.M. and Mishra, P.K. (1999), "Role stress and job satisfaction amongst doctors", Journal of Health Management, Vol. 1, pp. 117-31.
38. Powell, T.C. (1995), "Total quality management as competitive advantage: a review and empirical study", Strategic Management Journal, Vol. 16, pp. 15-37.
39. Prasad, S. and Tata, J. (2006), "A framework for information services: benchmarking for countries and companies", Benchmarking: An International Journal, Vol. 13 No. 2, pp. 311-23.
40. Price, C.P. (2005), "Benchmarking in laboratory medicine: are we measuring the right outcomes?", Benchmarking: An International Journal, Vol. 12 No. 5, pp. 449-66.
41. Prybil, L.D. (2003), "Challenges and opportunities facing health administration practice and education", Journal of Healthcare Management, Vol. 48, pp. 223-31.
42. Rahman, S. and Bullock, P. (2005), "Soft TQM, hard TQM, and organizational performance relationships: an empirical investigation", Omega, Vol. 33, pp. 73-83.
43. Raju, P.S. and Lonial, S.C. (2002), "The impact of service quality and marketing on financial performance in the hospital industry: an empirical examination", Journal of Retailing and Consumer Services, Vol. 9, pp. 335-48.
44. Rao, S.S. (2002), "Hospital information system and information technology", in Srinivasan, A.V. (Ed.), Managing a Modern Hospital, Sage, New Delhi, pp. 230-43.
45. Rissanen, V. (2000), "Quality system based on the standard SFS-EN ISO 9002 in Kuopio University hospital", International Journal of Health Care Quality Assurance, Vol. 13, pp. 266-72.
46. Samson, D. and Terziovski, M. (1999), "The relationship between total quality management practices and operational performance", Journal of Operations Management, Vol. 17, pp. 393-409.
47. Samuel, M.J., Lingaraju, M. and Prabhuswamy, P. (2000), "Has abolition of targets improved the quality of family planning and health services? A survey in Karnataka", Journal of Health Management, Vol. 2, pp. 100-12.
48. Saraph, J.V., Benson, G. and Schroeder, R.G. (1989), "An instrument for measuring the critical factors of quality management", Decision Sciences, Vol. 20, pp. 810-29.
49. Satia, J. and Maj-Britt, D. (1999), "Achieving total quality management in public health systems", Journal of Health Management, Vol. 1, pp. 301-20.
50. Scott, T. (2000), "Leadership in health - a UK perspective on clinical leadership - Part 2: Clinicians in management", Healthcare Review-Online, Vol. 4 No. 2, available at: http://hcro.enigma.co.nz/website/ index.cfm?fuseaction=articledisplay&featureid=97.
51. Sekhar, S.F.C. (2002a), "Hospital organization structure", in Srinivasan, A.V. (Ed.), Managing a Modern Hospital, Sage, New Delhi, pp. 79-107.
52. Sekhar, S.F.C. (2002b), "Human resource management in hospitals", in Srinivasan, A.V. (Ed.), Managing a Modern Hospital, Sage, New Delhi, pp. 141-73.
53. Spurgeon, P. (2001), "Involving clinicians in management: a challenge of perspective: managing 'cultural' differences in health services", Health Care and Informatics and Review, Vol. 5, online, Enigma Publishing Ltd.
54. Staines, A. (2000), "Benefits of an ISO 9001 certification-the case of a Swiss regional hospital", International Journal of Health Care Quality Assurance, Vol. 13, pp. 27-33.
55. Sureshchandar, G.S., Rajendran, C. and Anantharaman, R.N. (2002), "Management's perception of total quality service in the banking sector of a developing economy - a critical analysis", International Journal of Bank Marketing, Vol. 20, pp. 181-96.
56. Sureshchander, G.S., Rajendran, C. and Anantharaman, R.N. (2001), "A holistic model for total quality service", International Journal of Service Industry Management, Vol. 12, pp. 378-412.
57. Tabish, S.A. (1998), "Towards development of professional management in Indian hospitals", Journal of Management in Medicine, Vol. 12, pp. 109-19.
58. Tabish, S.A. (2001), Hospital and Health Services Administration- Principles and Practice, Oxford University Press, New Delhi.
59. Thompson, T.D.B., Barbour, R.S. and Schwartz, L. (2003), "Health professionals' views on advance directives: a qualitative interdisciplinary study", Palliative Medicine, Vol. 17, pp. 403-9.
60. Wagar, T.H. and Rondeau, K.V. (2002), "Labour-management forums and workplace performance: evidence from union officials in health care organizations", Journal of Management in Medicine, Vol. 16, pp. 408-21.
61. Wilson, D.D. and Collier, D.A. (2000), "An empirical investigation of the Malcolm Baldrige National Quality Award causal model", Decision Sciences, Vol. 31, pp. 361-90.
62. Yasin, M.M. (2002), "The theory and practice of benchmarking: then and now", Benchmarking: An International Journal, Vol. 9, pp. 217-43.
63. Yoon, M.H., Beatty, S.E. and Suh, J. (2001), "The effect of work climate on critical employee and customer outcomes: an employee level analysis", International Journal of Service Industry Management, Vol. 12, pp. 500-21.
64. Donabedian, A. (1980), Exploration, Quality Assessment and Monitoring, Vol 1: The Definition of Quality and Approaches to its Assessment, Health Administration Press, Ann Arbor, MI.
65. Donabedian, A. (1988), "Quality assessment and assurance: unity of purpose, diversity of means", Inquiry, Vol. 25, pp. 173-92.
66. Rao, K.B.S. (2002), "Planning a modern hospital", in Srinivasan, A.V. (Ed.), Managing a Modern Hospital, Sage, New Delhi, pp. 48-78.
67. Smith, A.M. (2000), "Using consumer benchmarking criteria to improve service sector competitiveness", Benchmarking: An International Journal, Vol. 7 No. 5, pp. 373-88.