The impact of total quality management (TQM) on the hospital's performance: An empirical research

International Journal of Services and Operations Management

Volumn 15, Issue 4, 2013, Pages 482-506

  Ali, Khairul Anuar Mohd ^a   Alolayyan, Main Naser ^a,b  

^a UKM GRADUATE SCHOOL OF BUSINESS   (Malaysia)

^b UNIVERSITI KEBANGSAAN MALAYSIA   (Malaysia)

Author keywords

Hospital performance; Jordan; Operations management; Total quality management; TQM

Indexed keywords

EID: 84879630916     PISSN: 17442370     EISSN: 17442389     Source Type: Journal    
DOI: 10.1504/IJSOM.2013.054904     Document Type: Article

References (69)

1. Abu Bakar, A., Hakim, I.L., Chong, S.C. and Lin, B. (2010) 'Measuring supply chain performance among public hospital laboratories', International Journal of Productivity and Performance Management, Vol. 59, No. 1, pp.75-97.
2. Al-Ahmadi, H. (2000) 'Continues quality improvement: the concept and application in health organizations', Public Administration, Vol. 40, No. 3, pp.409-443.
3. Al-Assaf, A. and Schmele, J. (1993) The Textbook of Total Quality in Health Care, CRC Press, United States of America.
4. Al-kahtany, S. (1993) 'Total quality management and the probability of applying in the governmental sector', Journal of Public Administration, Vol. 78, No. 1, pp.7-39.
5. Alolayyan, N.M, Ali, K.A.M. and Idris, F. (2012) 'The influence of operational flexibility on hospital performance results: a structural equation modelling (SEM) approaches', International Journal of Services and Operations Management, Vol. 13, No. 4, pp.478-497.
6. Alolayyan, N.M, Ali, K.A.M., Idris, F. and Ibrehem, S.A. (2011) 'Advance mathematical model to study and analyze the effects of total quality management (TQM) and operational flexibility on hospital performance', Total Quality Management and Business Excellence, Vol. 22, No. 12, pp.1371-1393.
7. Alolayyan, N.M. (2012) TQM and Operational Flexibility impact on Hospital Performance, LAP LAMBERT Academic Publishing, ISBN-13:978-3659220746.
8. Al-Omar, B. (2002) 'The extent to which TQM principles are implemented in Riyadh city hospitals: from the perspectives of nurses', Journal of Public Administration, Vol. 24, No. 2, pp.307-352.
9. Asubonteng, R.P. and Bae, S. (1999) 'Aligning information systems for effective total quality management implementation in health care organizations', Total Quality Management, Vol. 10, No. 2, pp.281-289.
10. Badri, M.A., Davis, D. and Davis, D. (1995) 'A study of measuring the critical factors of quality management', International Journal of Quality and Reliability Management, Vol. 12, No. 2, pp.36-53.
11. Bautista-Marín, M., Rojo-Martín, M., Pérez-Ruiz, M., Miranda-Casas, C., Martínez-Muñoz, P. and Navarro-Marí, J. (2012) 'Implementation and monitoring of a quality management system based on the standard UNE-EN-ISO 15189 in a urine culture unit', Clinical Biochemistry, Vol. 45, No, 4-5, pp.374-377.
12. Bayazit, O. (2003) 'Total quality management (TQM) practices in Turkish manufacturing organization', The TQM Magazine, Vol. 15, No. 5, pp.345-350.
13. Buchbinder, S.B. and Shanks, N.H. (2007) Introduction to Health Care Management, Jones and Bartlett Publishers Inc., USA.
14. Chang, S., Hsiao, H., Huang, L. and Chang, H. (2011) 'Taiwan quality indicator project and hospital productivity growth', Omega International Journal of Management Science, Vol. 39, No. 1, pp.14-22.
15. Danny, C. and Vincent, G. (1999) 'An empirical analysis of effective TQM implementation in the Hong Kong electronics manufacturing industry', Journal of Human Factors and Ergonomics in Manufacturing, Vol. 9, No. 1, pp.1-25.
16. Demirbag, M., Tatoglu, E., Tekinkus, M. and Zaim, S. (2006) 'An analysis of the relationship between TQM implementation and organizational performance', Journal of Manufacturing Technology Management, Vol. 17, No. 6, pp.829-847. (Pubitemid 44156122)
17. Diane, F. (1994) 'Total quality management in the hospital setting', Journal of Nursing Care Quality, Vol. 8, No. 2, pp.1-8.
18. Duggirala, M., Rajendran, C. and Anantharaman, R.N. (2008) 'Provider-erceived dimensions of total quality management in health care', Benchmarking an International Journal, Vol. 15, No. 6, pp.693-722.
19. Easton, G.S. and Jarrell, S.L. (1998) 'The effects of total quality management on corporate performance: an empirical investigation', Journal of Business, Vol. 71, No. 2, pp.253-307. (Pubitemid 128345709)
20. Eker, M. and Pala, F. (2008) 'The effect of competition, just in time production and total quality management on the use of multiple performance measures: an empirical study', Journal of Economics and Social Research, Vol. 10, No. 1, pp.35-72.
21. Golafshani, N. (2003) 'Understanding reliability and validity in qualitative research', The Qualitative Report, Vol. 8, No. 4, pp.597-607.
22. Goldstein, S.M. and Lossifova, A.R. (2012) 'Ten years after: interference of hospitals lacks in process performance benefits of quality practices', Journal of Operations Management, Vol. 30, No. 1, pp.44-54.
23. Goldstein, S.M., Ward, P.T., Leong, G.K. and Butler, T.W. (2002) 'The effect of location, strategy, and operations technology on hospital performance', Journal of Operation Management, Vol. 20, No. 1, pp.63-75. (Pubitemid 34222179)
24. Griffith, J.R., Alexander, J.A. and Jelinek, R.C. (2002) 'Measuring comparative hospital performance', Journal Health Care Management, Vol. 47, No. 1, pp.41-51.
25. Hair, J.F.J., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L. (2006) Multivariate Data Analysis, Pearson Education, Harlow.
26. Honaker, S.L. (2001) 'True colors™: new implications from convergent validity research with the Myers-Briggs type indicator', National Career Development Conference, 27 June 2003, Westminster, Colorado.
27. Hussain, N., Abdullah, M., Idris, F. and Mohd Sagir, R. (2001) 'Total performance excellence model', Total Quality Management, Vol. 12, No. 7-8, pp.928-938.
28. Idris, F. and Ali, K.A.M. (2008) 'The impacts of leadership style and best practices on company performances: empirical evidence from business firms in Malaysia', Total Quality Management & Business Excellence, Vol. 19, Nos. 1-2, pp.165-173.
29. Idris, F., Abdullah, M., Idris, M.A. and Hussain, N. (2003) 'Integrating resource based view and stakeholder theory in developing the Malaysian excellence model: a conceptual framework', Singapore Management Review, Vol. 25, No. 2, pp.91-109.
30. Idris, F., Hassan, M.E.M. and Rahman, N.M.N.A. (2010) 'The impacts of structural and infrastructural elements to service operations flexibility: the influence of technology', ICEMT International Conference on Education and Management Technology, pp.27-31.
31. Joint Commission International (JCI) (2010) About Joint Commission International [online] http://www.jointcommissioninternational.org/about-jci/ (accessed date14 October 2010).
32. Jonathon, S., Beaufort, B. and Kurt, D. (1993) Managing Health Services Organization, 3rd ed., Health Professions Press, USA.
33. Jonge, V., Nicolaas, J.S., van Leerdam, M.E. and Kuipers, E.J. (2011) 'Overview of the quality assurance movement in health care', Best Practice & Research Clinical Gastroenterology, Vol. 25, No. 3, pp.337-347.
34. Joppe, M. (2000) The Research Process [online] http://www.ryerson.ca/ ~mjoppe/rp.htm (accessed 25 February 2008).
35. Juran, J.M. and Gryna, F.M. (1993) Quality Planning and Analysis: From Product Development through Use, McGraw-Hill, New York.
36. Kaynak, H. (2003) 'The relationship between total quality management practices and their effects on firm performance', Journal of Operation Management, Vol. 21, No. 4, pp.405-435.
37. Kennedy, M.T. and Fiss, P.C. (2009) 'Institutionalization, framing, and diffusion: the logic of TQM adoption and implementation decisions among US hospitals', Academy of Management Journal, Vol. 52, No. 5, pp.897-918.
38. Kima, D., Kumarb, V. and Kumarb, U. (2012) 'Relationship between quality management practices and innovation', Journal of Operations Management, Vol. 30, No. 1, pp.295-315.
39. Kirk, J. and Miller, M. (1986) Reliability and Validity. In Qualitative Research Methods, SAGE University Press, London, UK.
40. Kolenikov, S., Steinley, D. and Thombs, L. (2010) Statistics in the Social Sciences, John Wiley and Sons, USA.
41. Lai, M. (2003) An Investigation Into the Relationship Between Total Quality Management Practice and Performance in a Taiwan Public Hospital, PhD dissertation, School of Business and Informatics, Faculty of Arts and Sciences, Australian Catholic University.
42. Laurie, J. (1993) Management and Organizational Behavior, 3rd ed., Pitman Publishing.
43. Li, L.X. and Collier, D.A. (2000) 'The role of technology and quality on hospital financial performance', International Journal of Service Industry Management, Vol. 11, No. 3, pp.202-224.
44. Mendenhall, W., Reinmuth, J.E., Beaver, R. and Duhan, D. (1986) Statistics for Management and Economics, 5th ed., Duxbury Press., USA.
45. Minvielle, E., Sicotte, C., Champagne, F., Contandriopoulos, A.P., Jeantet, M., Préaubert, N., Bourdil, A. and Richard, C. (2008) 'Hospital performance: competing or shared values?', Health Policy, Vol. 87, No. 1, pp.8-19. (Pubitemid 351711704)
46. Motwani, J.G., Mahmoud, E. and Rice, G. (1994) 'Quality practices of Indian organization: an empirical analysis', International Journal of Quality and Reliability Management, Vol. 11, No. 1, pp.38-52.
47. Nair, A. (2006) 'Meta-analysis of the relationship between quality management practices and firm performance-implication for quality management theory development', Journal of Operation Management, Vol. 24, No. 6.pp.948-975. (Pubitemid 44791675)
48. Newman, K., Maylor, U. and Chansarkar, B. (2002) 'The nurse satisfaction, service quality and nurse retention chain', Journal of Management in Medicine, Vol. 16, No. 4, pp.271-291.
49. Nunnally, J.C. and Bernstein, I.H. (1994) Psychometric Theory, 3rd ed., McGraw-Hill, New York, NY.
50. Ovretveit, J. and Al Serouri, A. (2006) 'Hospital quality management system in low income Arabic country: an evaluation', International Journal of Health Care Quality Assurance, Vol. 19, No. 6, pp.516-532.
51. Paula, C. (1997) 'The measurement of TQM principles and work-related outcomes', Journal of Organization Behavior, Vol. 18, No. 4, pp.363-376.
52. Pheng, L.S. and Teo, J.A. (2004) 'Implementing total quality management in construction firms', Journal of Management in Engineering, Vol. 20, No. 1, pp.8-15. (Pubitemid 40329307)
53. Psychogios, A.G. and Priporas, C. (2007) 'Understanding total quality management in context: qualitative research on managers' awareness of TQM aspects in the Greek service industry', The Qualitative Report, Vol. 12, No. 1, pp.40-66.
54. Rad, A.M. (2006) 'The impact of organizational culture on the successful implementation of total quality management', The TQM Magazine, Vol. 18, No. 6, pp.606-625. (Pubitemid 44571009)
55. Sadikoglu, E. and Zehir, C. (2010) 'Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: an empirical study of Turkish firm', International Journal of Production Economics, Vol. 127, No. 1, pp.13-26.
56. Samat, N., Ramayah, T. and Yusoff, Y.M. (2008) 'Do ISO certified SME's have higher quality practices? Empirical insights from the northern region of Malaysia', International Journal of Business and Management, Vol. 3, No. 3, pp.66-75.
57. Samson, D. and Terziovski, M. (1999) 'The relationship between total quality management practices and operational performance', Journal of Operation Management, Vol. 17, No. 4, pp.393-409.
58. Saraph, J.V., Benson, P.G. and Schroeder, R.G. (1989) 'An instrument for measuring the critical factors of quality management', Decision Sciences, Vol. 20, No. 4, pp.810-829.
59. Sekaran, U. and Roger, B. (2010) Research Methods for Business: A Skill-Building Approach, 5th ed., John Wiley & Son Ltd, UK.
60. Sila, I. and Ebrahimpour, M. (2003) 'Examination and comparison of the critical factors of total quality management (TQM) across countries', International Journal of Production Research, Vol. 41, No. 2, pp.235-268.
61. Smith, A.D. and Offodile, O.F. (2008) 'Data collection automation and total quality management: case studies in the health-service industry', Health Marketing Quarterly, Vol. 25, No. 3, pp.217-240.
62. Stamatis, D. (1996) Total Quality Management in Health Care, McGraw-Hill, United States of America.
63. Susan, G., Migual, A. and Dale, O. (2002) 'From the traditional concept of safety integrated with quality', Journal of Safety Research, Vol. 33, No. 2, pp.1-20.
64. Ta'amneh, M. (2001) 'The TQM in the public sector (the case of ministry of health)', Abhath Al-Yarmouk, Vol. 17, No. 1, pp.85-112.
65. Winter, G. (2000) 'A comparative discussion of the notion of validity in qualitative and quantitative research', The Qualitative Report, Vol. 4, Nos. 3-4 [online] http://www.nova.edu/ssss/QR/QR4-3/winter.html (accessed 16-Dec-.2006).
66. World Health Organization (2004) World Report on Knowledge for Better Health, World Health Organization, Geneva.
67. Yavas, U. and Romanova, N. (2005) 'Assessing performance of multi-hospital organizations: a measurement approach', International journal of health care quality assurance, Vol. 18, No. 3, pp.193-203. (Pubitemid 40754974)
68. Yusuf, Y., Gunasekaran, A. and Dan, G. (2007) 'Implementation of TQM in china and organization performance: an empirical investigation', Total Quality Management, Vol. 18, No. 5, pp.509-530.
69. Zakuan, N.M., Yosof, S.M. and Shaharoun, A.M. (2009) 'The link between total quality management and organizational performance in Malaysian automotive industry', The Mediating Role of ISO\TS 16949 Efforts, Proceeding of the 2009 IEEE IEEEM, 778-1-4244- 4870-8\09\$26.00 2009 IEEE.