The influence of total quality management (TQM) on operational flexibility in Jordanian hospitals Medical workers' perspectives

The influence of total quality management (TQM) on operational flexibility in Jordanian hospitals... Purpose – The importance of total quality management (TQM) to organizational achievement and performance has been established by many studies. Nevertheless, studies on the implementation of TQM and its relationship to operational flexibility have been limited, particularly in the developing countries. The purpose of this paper is to address this gap by exploring the extent of the application of TQM and its influence on operational flexibility in Jordanian hospitals. Design/methodology/approach – The study covers both public (King Abdullah University Hospital) and private (Jordan Hospital and Medical Center) health care services. A survey was conducted using a quantitative approach where the researchers distributed 400 questionnaires to selected respondents. The response rate was 57 percent out of the total questionnaires distributed. TQM is an independent variable which consists of eight principles, namely, leadership, employee management, information analysis, training, customer focus, continuous improvement, process management, and supplier management was examined in relation to operational flexibility as a dependent variable which comprises external flexibility and internal robustness. Findings – The findings reveal that there is a significant positive relationship between TQM and operational flexibility. The authors conclude that TQM practices significantly influence the intensity of operational flexibility in Jordanian hospitals. Originality/value – The significant impact of TQM on operational flexibility has been argued to be positive. The value of the paper is that it points out the influence of TQM on operational flexibility in Jordanian hospitals in order to improve hospital performance and efficiency. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asian Journal on Quality Emerald Publishing

The influence of total quality management (TQM) on operational flexibility in Jordanian hospitals Medical workers' perspectives

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Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
1598-2688
DOI
10.1108/15982681111158751
Publisher site
See Article on Publisher Site

Abstract

Purpose – The importance of total quality management (TQM) to organizational achievement and performance has been established by many studies. Nevertheless, studies on the implementation of TQM and its relationship to operational flexibility have been limited, particularly in the developing countries. The purpose of this paper is to address this gap by exploring the extent of the application of TQM and its influence on operational flexibility in Jordanian hospitals. Design/methodology/approach – The study covers both public (King Abdullah University Hospital) and private (Jordan Hospital and Medical Center) health care services. A survey was conducted using a quantitative approach where the researchers distributed 400 questionnaires to selected respondents. The response rate was 57 percent out of the total questionnaires distributed. TQM is an independent variable which consists of eight principles, namely, leadership, employee management, information analysis, training, customer focus, continuous improvement, process management, and supplier management was examined in relation to operational flexibility as a dependent variable which comprises external flexibility and internal robustness. Findings – The findings reveal that there is a significant positive relationship between TQM and operational flexibility. The authors conclude that TQM practices significantly influence the intensity of operational flexibility in Jordanian hospitals. Originality/value – The significant impact of TQM on operational flexibility has been argued to be positive. The value of the paper is that it points out the influence of TQM on operational flexibility in Jordanian hospitals in order to improve hospital performance and efficiency.

Journal

Asian Journal on QualityEmerald Publishing

Published: Aug 29, 2011

Keywords: Total quality management; Operational flexibility; Hospitals; Jordan

References

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