Measurement of total quality management critical success factors implementation level in the Palestinian healthcare sector

Other Title(s)

قياس مدى تطبيق عوامل نجاح نظام الجودة الشامل في القطاع الصحي الفلسطيني

Dissertant

Nasr Allah, Rafiq Tawfiq

Thesis advisor

Baydun, Samir

Comitee Members

Najm, Mundhir
Shalabi, Fahum

University

Birzeit University

Faculty

Faculty of Business and Economics

Department

Department of Business Administration

University Country

Palestine (West Bank)

Degree

Master

Degree Date

2009

English Abstract

Background Among all the philosophies being implemented by the organizations recently, TQM has gained much attention.

During the 1980s and 1990s, TQM began to influence national business systems and was widely seen as a “revolution” in management.

In recent years, one of the fastest growing industries in the service sector is the healthcare industry.

The rapid growth of the healthcare sector has been accompanied by other dramatic changes.

These forces of change have begun to exert significant pressures on healthcare providers to reassess their strategies.

Therefore, many health care organizations have decided to implement TQM in order to solve most of the problems they are currently facing.

Definitely, the Palestinian healthcare system is still far away behind its counterparts in other countries.

Thus, striving to establish a framework for implementing TQM in this system would contribute to start the recovering process.

Purpose The purpose of this paper is to measure the implementation level of the TQM critical success factors in the Palestinian healthcare sector.

Results the results obtained from this study revealed that all the TQM critical success factors are being implemented very well in the ISO Palestinian hospitals.

Analyzing the results more deeply showed the closeness of the responses provided by the four persons surveyed within the same hospital (except for Al-Makassed Hospital).

This finding generated a kind of authenticity and reliability of the results being acquired.

A comparison based on the measured quality practices among the hospitals resulted in ranking Saint John Eye hospital as the best performing hospital and the Arab Specialized Hospital at the end of the scale.

Another comparison of hospitals dimensions’ scores against benchmarks would help the hospitals to focus more on certain quality dimensions that they are defaulting in.

Conclusions the main conclusion drawn from this study states that all the quality dimensions measured were found to be highly implemented in the Palestinian ISO hospitals.

Among the seven hospitals, Saint John Eye hospital was considered to be the best in implementing TQM critical success factors and the Arab Specialized Hospital was ranked to be the last.

Also, some recommendations were provided to certain hospitals in order to improve their weaknesses in respect to the implementation of TQM dimensions.

Finally, a comparison of our study results against other similar studies in developing countries showed that we are implementing the TQM critical success factors at the same level and we are not so far from adopting this management system in our healthcare sector.

Main Subjects

Business Administration

Topics

• Public health
• Palestine
• Quality assurance
• Total quality management

No. of Pages

108

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-301976