TQM Framework for Healthcare Sectors: Barriers to Implementation
Abstract
Purpose: A qualitative research was carried out with an aim of understanding and addressing the challenges of integrating TQM in the healthcare industry. It examines the existing inadequacies in the service quality, and barriers in implementation of TQM practices,
Methodology/Approach: A conceptual model is developed to explore the issues arising TQM implementation. There are three major components of TQM: such as barriers to implementation, Critical Success Factors and Benefits of TQM. Interviews with health workers and patients were conducted based on pre-structured questionnaires. Seven hypotheses were developed to investigate how TQM can be achieved irrespective of surmounting barriers.
Findings: Findings suggest TQM can be implemented in the right environment with committed leadership and supportive infrastructure, which would drive SQ, improved customers, and employees’ satisfaction and loyalty, increase profitability and shareholder values. TQM can deliver high quality medical care for overall performance of the healthcare industry.
Research Limitation/Implication: Interviews were conducted with semi-structured research questionnaires. There may be some inevitable biases present in questionnaires and evaluation of review.
Originality/Value of paper: The study benefits from insights from medical personnel and patients’ perspective, in exploring the SQ attributes, i.e., quality circle, continuous improvement, employee empowerment and customer focused approach.
References
Albliwi, S.A., Antony, J., Lim, S.A.H. and Wiele, T.V.D., 2014. Critical failure factors of Lean Six Sigma: a systematic literature review. International Journal of Quality & Reliability Management, 31(9), pp.1012-1030. DOI: 10.1108/IJQRM-09-2013-0147.
Al-Dhaafri, H.S., Zien, R. and Al-Swidi, A.K., 2013. The Effect of Total Quality Management, Enterprise Resource Planning and the Entrepreneurial Orientation on the Organizational Performance: The Mediating Role of the Organizational Excellence --- A Proposed Research Framework. International Journal of Business Administration, 4(1), pp.66-85. DOI:10.5430/ijba.v4n1p66.
Ali, F., Jain, R., Ali, L. and Munir, K., 2017. The Effects of Quality Practices on the Performance Measurement of Business Management. Journal of Advanced Management Science, 5(6), pp.440-444. DOI: 10.18178/joams.5.6.440-444.
Ali, K.A.M. and Alolayyan, M.N., 2013. The impact of total quality management (TQM) on the hospital’s performance: an empirical research. International Journal Services and Operations Management, 15(4), pp.482-506. DOI: 10.1504/IJSOM.2013.054904.
Alzoubi, M.M., Hayati, K.S., Rosliza, A.M., Ahmad, A.A. and Al-Hamdan, Z.M., 2019. Total quality management in the health-care context: integrating the literature and directing future research. Risk Management and Healthcare Policy, 12, pp.167-177. DOI: 10.2147/RMHP.S197038.
Ansari, M.S.A., 2020. Extended Service-Profit Chain for Telecom Service Industry in Oman: An Empirical Validation. Sustainable Futures, 2, 10pp. DOI: 10.1016/j.sftr.2020.100032.
Ansari, M.S.A., Farooquie, J.A. and Gattoufi, S.M., 2018. Emotional Intelligence and Extended Service Profit Chain in Telecom Emotional Intelligence and Extended Service Profit Chain in Telecom. International Business Research, 11(3), pp.133-148. DOI: 10.5539/ibr.v11n3p133.
Antony, J., Palsuk, P., Gupta, S., Mishra, D. and Barach, P., 2018. Six Sigma in healthcare: a systematic review of the literature. International Journal of Quality & Reliability Management, 35(5), pp.1075-1092. DOI: 10.1108/IJQRM-02-2017-0027.
Antony, J., Snee, R. and Hoerl, R., 2017. Lean Six Sigma: yesterday, today and tomorrow. International Journal of Quality & Reliability Management, 34(7), pp.1073-1093. DOI: 10.1108/IJQRM-03-2016-0035.
Balasubramanian, M., 2016. Total Quality Management in the Healthcare Industry, Challenges, Barriers and Implementation Developing a Framework for TQM Implementation in a Healthcare Setup. Science Journal of Public Health, 4(4), pp.271-278.
Bhamu, J. and Sangwan, K.S., 2010. Lean manufacturing: literature review and research issues. International Journal of Operations & Production Management, 34(7), pp.876-940. DOI: 10.1108/IJOPM-08-2012-0315.
Cameron, R. and Azorin, J.F.M., 2011. The acceptance of mixed methods in business and management research. International Journal of Organizational Analysis, 19(3), pp.256-271. DOI: 10.1108/19348831111149204.
Candido, C.J.F. and Santos, S.P., 2011. Is TQM more difficult to implement than other transformational strategies. Total Quality Management journal, 22(11), pp.1139-1164. DOI: 10.1080/14783363.2011.625185.
Carnerud, D. and Bäckström, I., 2019. Four decades of research on quality: summarizing, trendspotting and looking ahead. Total Quality Management & Business Excellence, 32(9-10), pp.1023-1045. DOI: 10.1080/14783363.2019.1655397.
Choomlucksanaa, J., Ongsaranakorna, M. and Suksabaia, P., 2015. Improving the productivity of sheet metal stamping subassembly area using the application of lean manufacturing principles. Procedia Manufacturing, 2, pp.102-107. DOI: 10.1016/j.promfg.2015.07.090.
Creswell, J.W., 1998. Qualitative inquiry and research design: Choosing among five traditions. Thousand Oaks, CA: Sage.
Dahlgaard, J.J., Pettersen, J. and Park, S.M.D., 2011. Quality and lean health care: A system for assessing and improving the health of healthcare organisations. Total Quality Management & Business Excellence, 22(6), pp.673-689. DOI: 10.1080/14783363.2011.580651.
Dale, B.G., Wiele, T.V.D. and Iwaarden, J.V., 2013. Managing quality. 5th ed. Blackwell Publishing.
Deming, E., 1986. Out of the crisis. Cambridge, Mass.: Massachusetts Institute of Technology, Centre for Advanced Engineering Study.
Dénes, R.V., Kecskés, J., Koltai, T. and Dénes, Z., 2017. The Application of Data Envelopment Analysis in Healthcare Performance Evaluation of Rehabilitation Departments in Hungary. Quality Innovation Prosperity, 21(3), pp.127-142. DOI: 10.12776/qip.v21i3.920.
Deros, B.M., Yusof, S.M. and Salleh, A.M., 2006. Perceptions and practices of critical success factors in benchmarking implementation in Malaysian automotive manufacturing companies. Journal of Quality Measurement and Analysis, 2(1), pp.45-61.
Evans, J.R. and Lindsay, W., 2001. The management and control of quality. Mason, Ohio: South-Western Cengage Learning.
Fatima, T., Malik, S.A. and Shabbir, A., 2018. Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), pp.1195-1214. DOI: 10.1108/IJQRM-02-2017-0031.
Guetterman, T.C., 2015. Descriptions of sampling practices within five approaches to qualitative research in education and the health sciences. FORUM: Qualitative Social Research, 16(2), 25p.
Hackman, J. R., and Wageman, R., 1995. Total quality management: Empirical, conceptual, and practical issues. Administrative Science Quarterly, 40,(2), pp.309-342. DOI: 10.2307/2393640.
Hassan, M., Mukhtar, A., Qureshi, S.U. and Sharif, S., 2012. Impact of TQM Practices on Firm’s. Performance of Pakistan’s Manufacturing Organizations, 2(10), pp.232-259.
Ishikawa, K., 1985. What Is Total Quality Control? The Japanese Way. Englewood Cliffs, N.J.: Prentice-Hall.
Izogo, E.E. and Ogba, I.E., 2015. Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), pp.250-269. DOI: 10.1108/IJQRM-05-2013-0075.
Joiner, T.A., 2007. Total quality management and performance. The role of organization support and co-worker support. International Journal of Quality & Reliability Management, 24(6), pp.617-627. DOI: 10.1108/02656710710757808.
Juran, M.J., 1989. Juran's Quality Handbook. McGraw-Hill Companies.
Kajihara, C., Munechika, M., Kaneko, M., Sano, M. and Jin, H., 2016. A Matrix of the Functions and Organizations that Ensure Continued Healthcare Services in a Disaster. Quality Innovation Prosperity, 20(2), pp.145-156. DOI: 10.12776/qip.v20i2.747.
Kassinis, G.I., and Soteriou, A.C., 2003. Greening the service profit chain. The impact of environmental management practices. Production and operation management, 12(3), pp.386-403. DOI: 1059-1478/03/1203/386$1.25.
Khan, M.N., Malik, S.A. and Janjua, S.Y., 2008. Total Quality Management practices and work-related outcomes, A case study of higher education institutions in Pakistan. International Journal of Quality & Reliability Management, 36(6), pp.864-874. DOI: 10.1108/IJQRM-04-2018-0097.
Kim, D.Y., Kumar, V. and Murphy, S.A., 2010. European Foundation for Quality Management Business Excellence Model: An integrative review and research agenda. International Journal of Quality & Reliability Management, 27(6), pp.684-701. DOI: 10.1108/02656711011054551.
Kumar, V., Sharma, R.R.K., Lai, K.K. and Chang, Y.H., 2018. Mapping the TQM, Implementation, An empirical investigation of the cultural dimensions with different strategic orientation in Indian firms. Benchmarking: An International Journal, 25(8), pp.3081-3116. DOI: 10.1108/BIJ-06-2017-0150.
Morse, J.M., 1994. Designing funded qualitative research. In: N.K. Denzin and Y.S. Lincoln, eds. Handbook of qualitative research. Thousand Oaks, CA: Sage. pp.220-235.
Mosadeghrad, A.M., 2013. Obstacles to TQM success in health care systems. International Journal of Health Care Quality Assurance, 26(2), pp.147-173. DOI: 10.1108/09526861311297352.
Muñoz, C.A. and Gutierrez, L.J., 2017. Six Sigma and organizational ambidexterity: a systematic review and conceptual framework. International Journal of Lean Six Sigma, 8(4), pp.436-456. DOI: 10.1108/IJLSS-08-2016-0040.
Muraliraj, J., Zailani, S., Kuppusamy, S. and Santha, C., 2018. Annotated methodological review of Lean Six Sigma. International Journal of Lean Six Sigma, 9(1), pp.2-49. DOI: 10.1108/IJLSS-04-2017-0028.
Nakhai, B. and Neves, J.S., 2009. The challenges of six sigma in improving service quality. International Journal of Quality & Reliability Management, 26(7), pp.663-684. DOI: 10.1108/02656710910975741.
Oakland, J, S., 2003. Total Quality Management text with cases. 3rd ed. Oxford: Burlington, MA: Butterworth-Heinemann.
Ozdal, M.A. and Oyebamiji, B.F., 2018. Implementation of Total Quality Management and its Effect on Employees’ Performance in a Teaching Hospital in Oyo State, Nigeria. Public Health Open Access, 2(3), pp.1-8. DOI: 10.23880/phoa-16000129.
Parasuraman, A., 2010. Service productivity, quality and innovation. International journal of quality and service science, 2(3), pp.277-286. DOI: 10.1108/17566691011090026.
Parasuraman. A. and Grewal, D., 2000. The impact of Technology on the Quality-Value-Loyalty Chain: A research agenda. Journal of the Academy of Marketing Science, 28, pp.168-174. DOI: 10.1177/0092070300281015.
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, 49(3), pp.41-50.
Prajogoa, D.I. and Hong, S.W., 2008. The effect of TQM performance in R&D environments: A perspective from South Korean firms. Technovation, 28(12), pp.855-863. DOI: 10.1016/j.technovation.2008.06.001.
Psomas, E., Vouzas, F. and Kafetzopoulos, D., 2014. Quality management benefits through the “soft” and “hard” aspect of TQM in food companies. The TQM Journal, 26(5), pp.431-444. DOI: 10.1108/TQM-02-2013-0017.
Rahman, M., 2019. A Literature Review Based Analysis of Total Quality Management (TQM) Implementation towards Quality Improvement in Bangladeshi Hospitals. International Journal of Progressive Sciences and Technologies (IJPSAT), 17(2), pp.11-16.
Rust, T.R., Zahorik, A.J. and Keiningham, T.L., 1995. Return on Quality (ROC): Making Service Quality Financially Accountable. Journal of Marketing, 59(2), pp. 58-70. DOI: 10.2307/1252073.
Sadikoglu, E. and Olcay, H., 2014. The Effects of Total Quality Management Practices on Performance and the Reasons of and the Barriers to TQM Practices in Turkey. Advances in Decision Sciences, 2014, 17p. DOI: 10.1155/2014/537605.
Sampaio, P., Saraiva, P. and Domingues, P., 2012. Management systems: integration or addition?. International Journal of Quality & Reliability Management, 29(4), pp.402-424. DOI: 10.1108/02656711211224857.
Sampaio, P., Saraiva, P. and Rodrigues, A.G., 2011. The economic impact of quality management systems in Portuguese certified companies’ Empirical evidence. International Journal of Quality & Reliability Management, 28(9), pp.929-950. DOI: 10.1108/02656711111172522.
Sila, I. and Ebrahimpour, M., 2002. An investigation of the total quality management survey-based research published between 1989 and 2000. International Journal of Quality & Reliability Management, 19(7), pp.902-970. DOI: 10.1108/02656710210434801.
Slimák, I. and Zgodavova, K., 2011. Focus on Succes. Quality Innovation Prosperity, 15(1), pp.1-4. DOI: 10.12776/qip.v15i1.36.
Taddese, F. and Osada, H., 2010. Process Techno - Innovation Using TQM in Developing Countrie, Empirical Study of Deming Prize Winners. Journal of Technology and Management Innovation, 5(2), pp.46-65. DOI: 10.4067/S0718-27242010000200005.
Talib, F., Rahman, Z. and Qureshi, M.N., 2010. Pareto analysis of total quality management factors critical to success for service industries. International Journal for Quality research, 4(2), pp.155-168.
Yee, R.W.Y., Yeung, A.C.L. and Cheng, C.E.C., 2011. An empirical Analysis in high contact service industries. International Journal of Production Economics, 130(2), pp.236-245. DOI: 10.1016/j.ijpe.2011.01.001.
Yusof, S.M. and Aspinwall, E., 2001. Case studies on the implementation of TQM in the UK automotive SMEs. International Journal of Quality & Reliability Management, 18(7), pp.722-743. DOI: 10.1108/02656710110396058.
Zgodavova, K. and Colesca, S.E., 2007. Quality Management Principles – An Approach In Healthcare Institutions. Management and Marketing Journal, 5(1), pp.31-38.
Al-Dhaafri, H.S., Zien, R. and Al-Swidi, A.K., 2013. The Effect of Total Quality Management, Enterprise Resource Planning and the Entrepreneurial Orientation on the Organizational Performance: The Mediating Role of the Organizational Excellence --- A Proposed Research Framework. International Journal of Business Administration, 4(1), pp.66-85. DOI:10.5430/ijba.v4n1p66.
Ali, F., Jain, R., Ali, L. and Munir, K., 2017. The Effects of Quality Practices on the Performance Measurement of Business Management. Journal of Advanced Management Science, 5(6), pp.440-444. DOI: 10.18178/joams.5.6.440-444.
Ali, K.A.M. and Alolayyan, M.N., 2013. The impact of total quality management (TQM) on the hospital’s performance: an empirical research. International Journal Services and Operations Management, 15(4), pp.482-506. DOI: 10.1504/IJSOM.2013.054904.
Alzoubi, M.M., Hayati, K.S., Rosliza, A.M., Ahmad, A.A. and Al-Hamdan, Z.M., 2019. Total quality management in the health-care context: integrating the literature and directing future research. Risk Management and Healthcare Policy, 12, pp.167-177. DOI: 10.2147/RMHP.S197038.
Ansari, M.S.A., 2020. Extended Service-Profit Chain for Telecom Service Industry in Oman: An Empirical Validation. Sustainable Futures, 2, 10pp. DOI: 10.1016/j.sftr.2020.100032.
Ansari, M.S.A., Farooquie, J.A. and Gattoufi, S.M., 2018. Emotional Intelligence and Extended Service Profit Chain in Telecom Emotional Intelligence and Extended Service Profit Chain in Telecom. International Business Research, 11(3), pp.133-148. DOI: 10.5539/ibr.v11n3p133.
Antony, J., Palsuk, P., Gupta, S., Mishra, D. and Barach, P., 2018. Six Sigma in healthcare: a systematic review of the literature. International Journal of Quality & Reliability Management, 35(5), pp.1075-1092. DOI: 10.1108/IJQRM-02-2017-0027.
Antony, J., Snee, R. and Hoerl, R., 2017. Lean Six Sigma: yesterday, today and tomorrow. International Journal of Quality & Reliability Management, 34(7), pp.1073-1093. DOI: 10.1108/IJQRM-03-2016-0035.
Balasubramanian, M., 2016. Total Quality Management in the Healthcare Industry, Challenges, Barriers and Implementation Developing a Framework for TQM Implementation in a Healthcare Setup. Science Journal of Public Health, 4(4), pp.271-278.
Bhamu, J. and Sangwan, K.S., 2010. Lean manufacturing: literature review and research issues. International Journal of Operations & Production Management, 34(7), pp.876-940. DOI: 10.1108/IJOPM-08-2012-0315.
Cameron, R. and Azorin, J.F.M., 2011. The acceptance of mixed methods in business and management research. International Journal of Organizational Analysis, 19(3), pp.256-271. DOI: 10.1108/19348831111149204.
Candido, C.J.F. and Santos, S.P., 2011. Is TQM more difficult to implement than other transformational strategies. Total Quality Management journal, 22(11), pp.1139-1164. DOI: 10.1080/14783363.2011.625185.
Carnerud, D. and Bäckström, I., 2019. Four decades of research on quality: summarizing, trendspotting and looking ahead. Total Quality Management & Business Excellence, 32(9-10), pp.1023-1045. DOI: 10.1080/14783363.2019.1655397.
Choomlucksanaa, J., Ongsaranakorna, M. and Suksabaia, P., 2015. Improving the productivity of sheet metal stamping subassembly area using the application of lean manufacturing principles. Procedia Manufacturing, 2, pp.102-107. DOI: 10.1016/j.promfg.2015.07.090.
Creswell, J.W., 1998. Qualitative inquiry and research design: Choosing among five traditions. Thousand Oaks, CA: Sage.
Dahlgaard, J.J., Pettersen, J. and Park, S.M.D., 2011. Quality and lean health care: A system for assessing and improving the health of healthcare organisations. Total Quality Management & Business Excellence, 22(6), pp.673-689. DOI: 10.1080/14783363.2011.580651.
Dale, B.G., Wiele, T.V.D. and Iwaarden, J.V., 2013. Managing quality. 5th ed. Blackwell Publishing.
Deming, E., 1986. Out of the crisis. Cambridge, Mass.: Massachusetts Institute of Technology, Centre for Advanced Engineering Study.
Dénes, R.V., Kecskés, J., Koltai, T. and Dénes, Z., 2017. The Application of Data Envelopment Analysis in Healthcare Performance Evaluation of Rehabilitation Departments in Hungary. Quality Innovation Prosperity, 21(3), pp.127-142. DOI: 10.12776/qip.v21i3.920.
Deros, B.M., Yusof, S.M. and Salleh, A.M., 2006. Perceptions and practices of critical success factors in benchmarking implementation in Malaysian automotive manufacturing companies. Journal of Quality Measurement and Analysis, 2(1), pp.45-61.
Evans, J.R. and Lindsay, W., 2001. The management and control of quality. Mason, Ohio: South-Western Cengage Learning.
Fatima, T., Malik, S.A. and Shabbir, A., 2018. Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), pp.1195-1214. DOI: 10.1108/IJQRM-02-2017-0031.
Guetterman, T.C., 2015. Descriptions of sampling practices within five approaches to qualitative research in education and the health sciences. FORUM: Qualitative Social Research, 16(2), 25p.
Hackman, J. R., and Wageman, R., 1995. Total quality management: Empirical, conceptual, and practical issues. Administrative Science Quarterly, 40,(2), pp.309-342. DOI: 10.2307/2393640.
Hassan, M., Mukhtar, A., Qureshi, S.U. and Sharif, S., 2012. Impact of TQM Practices on Firm’s. Performance of Pakistan’s Manufacturing Organizations, 2(10), pp.232-259.
Ishikawa, K., 1985. What Is Total Quality Control? The Japanese Way. Englewood Cliffs, N.J.: Prentice-Hall.
Izogo, E.E. and Ogba, I.E., 2015. Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), pp.250-269. DOI: 10.1108/IJQRM-05-2013-0075.
Joiner, T.A., 2007. Total quality management and performance. The role of organization support and co-worker support. International Journal of Quality & Reliability Management, 24(6), pp.617-627. DOI: 10.1108/02656710710757808.
Juran, M.J., 1989. Juran's Quality Handbook. McGraw-Hill Companies.
Kajihara, C., Munechika, M., Kaneko, M., Sano, M. and Jin, H., 2016. A Matrix of the Functions and Organizations that Ensure Continued Healthcare Services in a Disaster. Quality Innovation Prosperity, 20(2), pp.145-156. DOI: 10.12776/qip.v20i2.747.
Kassinis, G.I., and Soteriou, A.C., 2003. Greening the service profit chain. The impact of environmental management practices. Production and operation management, 12(3), pp.386-403. DOI: 1059-1478/03/1203/386$1.25.
Khan, M.N., Malik, S.A. and Janjua, S.Y., 2008. Total Quality Management practices and work-related outcomes, A case study of higher education institutions in Pakistan. International Journal of Quality & Reliability Management, 36(6), pp.864-874. DOI: 10.1108/IJQRM-04-2018-0097.
Kim, D.Y., Kumar, V. and Murphy, S.A., 2010. European Foundation for Quality Management Business Excellence Model: An integrative review and research agenda. International Journal of Quality & Reliability Management, 27(6), pp.684-701. DOI: 10.1108/02656711011054551.
Kumar, V., Sharma, R.R.K., Lai, K.K. and Chang, Y.H., 2018. Mapping the TQM, Implementation, An empirical investigation of the cultural dimensions with different strategic orientation in Indian firms. Benchmarking: An International Journal, 25(8), pp.3081-3116. DOI: 10.1108/BIJ-06-2017-0150.
Morse, J.M., 1994. Designing funded qualitative research. In: N.K. Denzin and Y.S. Lincoln, eds. Handbook of qualitative research. Thousand Oaks, CA: Sage. pp.220-235.
Mosadeghrad, A.M., 2013. Obstacles to TQM success in health care systems. International Journal of Health Care Quality Assurance, 26(2), pp.147-173. DOI: 10.1108/09526861311297352.
Muñoz, C.A. and Gutierrez, L.J., 2017. Six Sigma and organizational ambidexterity: a systematic review and conceptual framework. International Journal of Lean Six Sigma, 8(4), pp.436-456. DOI: 10.1108/IJLSS-08-2016-0040.
Muraliraj, J., Zailani, S., Kuppusamy, S. and Santha, C., 2018. Annotated methodological review of Lean Six Sigma. International Journal of Lean Six Sigma, 9(1), pp.2-49. DOI: 10.1108/IJLSS-04-2017-0028.
Nakhai, B. and Neves, J.S., 2009. The challenges of six sigma in improving service quality. International Journal of Quality & Reliability Management, 26(7), pp.663-684. DOI: 10.1108/02656710910975741.
Oakland, J, S., 2003. Total Quality Management text with cases. 3rd ed. Oxford: Burlington, MA: Butterworth-Heinemann.
Ozdal, M.A. and Oyebamiji, B.F., 2018. Implementation of Total Quality Management and its Effect on Employees’ Performance in a Teaching Hospital in Oyo State, Nigeria. Public Health Open Access, 2(3), pp.1-8. DOI: 10.23880/phoa-16000129.
Parasuraman, A., 2010. Service productivity, quality and innovation. International journal of quality and service science, 2(3), pp.277-286. DOI: 10.1108/17566691011090026.
Parasuraman. A. and Grewal, D., 2000. The impact of Technology on the Quality-Value-Loyalty Chain: A research agenda. Journal of the Academy of Marketing Science, 28, pp.168-174. DOI: 10.1177/0092070300281015.
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, 49(3), pp.41-50.
Prajogoa, D.I. and Hong, S.W., 2008. The effect of TQM performance in R&D environments: A perspective from South Korean firms. Technovation, 28(12), pp.855-863. DOI: 10.1016/j.technovation.2008.06.001.
Psomas, E., Vouzas, F. and Kafetzopoulos, D., 2014. Quality management benefits through the “soft” and “hard” aspect of TQM in food companies. The TQM Journal, 26(5), pp.431-444. DOI: 10.1108/TQM-02-2013-0017.
Rahman, M., 2019. A Literature Review Based Analysis of Total Quality Management (TQM) Implementation towards Quality Improvement in Bangladeshi Hospitals. International Journal of Progressive Sciences and Technologies (IJPSAT), 17(2), pp.11-16.
Rust, T.R., Zahorik, A.J. and Keiningham, T.L., 1995. Return on Quality (ROC): Making Service Quality Financially Accountable. Journal of Marketing, 59(2), pp. 58-70. DOI: 10.2307/1252073.
Sadikoglu, E. and Olcay, H., 2014. The Effects of Total Quality Management Practices on Performance and the Reasons of and the Barriers to TQM Practices in Turkey. Advances in Decision Sciences, 2014, 17p. DOI: 10.1155/2014/537605.
Sampaio, P., Saraiva, P. and Domingues, P., 2012. Management systems: integration or addition?. International Journal of Quality & Reliability Management, 29(4), pp.402-424. DOI: 10.1108/02656711211224857.
Sampaio, P., Saraiva, P. and Rodrigues, A.G., 2011. The economic impact of quality management systems in Portuguese certified companies’ Empirical evidence. International Journal of Quality & Reliability Management, 28(9), pp.929-950. DOI: 10.1108/02656711111172522.
Sila, I. and Ebrahimpour, M., 2002. An investigation of the total quality management survey-based research published between 1989 and 2000. International Journal of Quality & Reliability Management, 19(7), pp.902-970. DOI: 10.1108/02656710210434801.
Slimák, I. and Zgodavova, K., 2011. Focus on Succes. Quality Innovation Prosperity, 15(1), pp.1-4. DOI: 10.12776/qip.v15i1.36.
Taddese, F. and Osada, H., 2010. Process Techno - Innovation Using TQM in Developing Countrie, Empirical Study of Deming Prize Winners. Journal of Technology and Management Innovation, 5(2), pp.46-65. DOI: 10.4067/S0718-27242010000200005.
Talib, F., Rahman, Z. and Qureshi, M.N., 2010. Pareto analysis of total quality management factors critical to success for service industries. International Journal for Quality research, 4(2), pp.155-168.
Yee, R.W.Y., Yeung, A.C.L. and Cheng, C.E.C., 2011. An empirical Analysis in high contact service industries. International Journal of Production Economics, 130(2), pp.236-245. DOI: 10.1016/j.ijpe.2011.01.001.
Yusof, S.M. and Aspinwall, E., 2001. Case studies on the implementation of TQM in the UK automotive SMEs. International Journal of Quality & Reliability Management, 18(7), pp.722-743. DOI: 10.1108/02656710110396058.
Zgodavova, K. and Colesca, S.E., 2007. Quality Management Principles – An Approach In Healthcare Institutions. Management and Marketing Journal, 5(1), pp.31-38.
Authors
Ansari, M. S. A. (2022). TQM Framework for Healthcare Sectors: Barriers to Implementation. Quality Innovation Prosperity, 26(1), 1–23. https://doi.org/10.12776/qip.v26i1.1611
This work is licensed under a Creative Commons Attribution 4.0 International License.