The development of a model for total quality healthcare

Managing Service Quality: An International Journal

Volumn 10, Issue 2, 2000, Pages 103-111

  Cheng Lim, Puay ^a   Tang, Nelson K h ^b  

^a Healthcare Practice Manager ^*  (Singapore)

^b UNIVERSITY OF LEICESTER   (United Kingdom)

Author keywords

Health care; Quality; Quality function deployment; TQM

Indexed keywords

EID: 84986104523     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520010318290     Document Type: Article

References (37)

1. Adam, E.E. Jr, Hershauer, J.C. and Ruth, W.A. (1981), Productivity and Quality Measurement as a Basis for Improvement, Prentice-Hall, Englewood Cliffs, NJ.
2. Anderson, C.A. (1992), “Curing what ails US health care”, Quality Progress, Vol. 25 No. 4, pp. 35-8.
3. Bergman, B. and Klefsjo, B. (1994), Quality: from Customer Needs to Customer Satisfaction, McGraw-Hill, New York, NY, p. 274.
4. Bergman, R. (1994), “Not-for-profits may get a shot at prestigious quality award”, Hospitals & Health Networks, Vol. 68 No. 7, p. 82.
5. Boerstler, H., Foster, R.W., O'Connor, E.J., O'Brien, J.L., Shortell, S.M., Carman, J.M. and Hughes, E.F.X. (1996), “Implementation of total quality management conventional wisdom versus reality”, Hospital & Health Services Administration, Vol. 41, pp. 143-59.
6. Chattergee, S. and Yilmaz (1993), “Quality confusion: too many gurus, not enough disciples”, Business Horizons, May-June.
7. Chaufournier, R.L. and St Andre, C. (1993), “Total quality management in an academic health center”, Quality Progress, Vol. 26 No. 4, pp. 63-6.
8. Clements, M. (1993), “The growing crisis in health care”, Parade, 28 February, pp. 4-6.
9. Crosby, P.B. (1979), Quality is Free: The Art of Making Quality Certain, New American Library, New York, NY.
10. Evans, J.R. and Lindsay, W.M. (1996), The Management and Control of Quality, West Publishing Company, St Paul, MN.
11. Fried, R.A. (1992), “A crisis in health care”, Quality Progress, Vol. 25 No. 4, pp. 67-9.
12. Gaucher. E.J. and Coffey, R.J. (1993), Total Quality in Healthcare: From Theory to Practice, Jossey-Bass, San Francisco, CA.
13. Geber, B. (1992), “Can TQM cure health care?”, Training, Vol. 29 No. 8, pp. 25-34.
14. GOAL/QPC (1989), “Quality function deployment: a process for continuous improvement”, GOAL/QFD Research Committee Research Report, Transactions of the Second Symposium on Quality Deployment, Novi, Michigan, June, pp. 316-36.
15. Goldberg, M.C. (1995), “If we're lucky, the patient will complain”, American Journal of Nursing, Vol. 95 No. 2, pp. 52-3.
16. Hofmeister, K.R. (1995), “QFD in the service environment”, in Quality Up, Cost Down: A Manager's Guide to Taguchi Methods and Quality Function Deployment, ASI Press, New York, NY.
17. Jackson, S. (1990), “Calling in the gurus”, Director, October, pp. 95-110.
18. Jayanti, R. (1993), “Affective responses towards service providers: implications for service encounter satisfaction”, Health Marketing Quarterly, Vol. 14 No. 1, pp. 46-65.
19. Kaplan, R.S. and Norton, D.P. (1992), “The balanced scorecard – measures that drive performance”, Harvard Business Review, January-February.
20. Koch, H.C.H. (1991), Total Quality Management in Health Care, Longmans, London.
21. Kogan, M., Henkel, M. and Spink, M. (1991), “Evaluation of total quality management projects in the NHS”, first interim report to the Department of Health, Centre for the Evaluation of Public Policy and Practice, Brunel University, London.
22. Lawrence, E.M. and Early, J.F. (1992), “Strategic leadership for quality in healthcare care”, Quarterly Progress, Vol. 25 No. 4, pp. 45-8.
23. Legnick-Hall, C.A. (1995), “The patient as the pivot point for quality in health care delivery”, Hospital & Health Services Administration, Vol. 40 No. 1, pp. 25-39.
24. Lim, P.C., Tang, N.K.H. and Jackson, P.M. (1999), “An innovative framework for health care performance measurement”, Managing Service Quality, Vol. 9 No. 6, pp. 423-33.
25. Mazur, G.H. (1996), “Doubling sales with quality function deployment”, Proceedings of the 5th Annual Service Quality Conference, Las Vegas, September 16-17.
26. Morrison, P.E. and Heineke, H. (1992), “Why do health care practitioners resist quality management?”, Quality Progress, Vol. 25 No. 4, pp. 51-5.
27. Nance, J.L. (1995), Managed Care: The New Paradigm, America On-Line.
28. Oliver, R.L. (1993), “A conceptual model of service quality and service satisfaction: compatible goals, different concepts”, in Swartz, T.A., Bowen, D. A. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 2, JAI Press, New York, NY, pp. 65-85.
29. Pearson, G.J. (1990), Strategic Thinking, Prentice-Hall, Hemel Hempstead.
30. Reeves, C.A. and Bedner, D.A. (1993), “What prevents TQM implementation in healthcare organisations”, Quality Progress, April.
31. Scholtes, P.R. and Hacquebord, H. (1987), Joiner – the Practical Approach to Quality, Joiner & Associates, Maddison, WI.
32. Somers, M. (1994), “Enhancing customer service in the admitting process”, Healthcare Financial Management, Vol. 48 No. 9, pp. 68-70.
33. Takeuchi, H. and Quelch, J.A. (1983), “Quality is more than making a good product”, Harvard Business Review, Vol. 61, July-August, pp. 139-45.
34. Ware, J.E., Synder, M.K., Wright, M.R. and Davies, A.R. (1983), “Defining and measuring patient satisfaction with medical care”, Evaluation and Programme Planning, Vol. 6, pp. 247-63.
35. Weisbrich, A.L. and Eneco (1992), “QFD: a TQM cornerstone for quality business operations and consolidation factoring: a QFD enhancement for quality business decisions”, The Fourth Symposium on Quality Function Deployment, Novi, Michigan, June 15-16, pp. 140-55.
36. Wilkinson, A. and Witcher, B. (1993), “Holistic total quality management must take account of political processes”, Total Quality Management, Vol. 4 No. 1.
37. Yi, Y.J. (1990), “A critical review of consumer satisfaction”, in Zeithaml, V. (Ed.), Review of Marketing, American Marketing Association, Chicago, IL, pp. 68-123.