Volume : III, Issue : I, January - 2014

Total Quality Management through Five "S" In Health Care Organizations

Prof Dr. Adeel Maqbool, Siraj Ahmad

Abstract :

With increasing competition, advances in medical sciences, and rising patient expectations, the health care systems have become complex organizations. They need to obtain an optimum balance between the resources and patient satisfaction. Total quality management (TQM) has a great potential to address quality problems in a wide range of industries and improve the organizational performance .Juran (1995) has defined TQM as the system of activities directed at achieving delighted customers, empowered employees, higher revenues, and reduced costs. It is a philosophy aimed at continuously improving the quality and process to achieve customer satisfaction. Simply stated, it is the building of quality into products and process making quality a concern and responsibility for everyone in the organization. Total quality management (TQM) has a great potential to address quality problems in a wide range of industries and improve the organizational performance. The growing need to take initiatives by hospitals in other countries to improve the service quality and reduce wastage of resources has inspired the researcher to develop a survey instrument to measure health care quality and performance in the hospitals. Five-S, a simple tool was utilized as the initial step towards total quality management activities at a public hospital in Sri Lanka. This paper introduces the system improvement activities at the hospital which won several awards for quality of service at national level. Though there are multiple reasons for the significant improvement of performance at the hospital, the study team observes that Five-S has contributed heavily towards the success.

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Article: Download PDF   DOI : 10.36106/ijsr  

Cite This Article:

Prof (Dr.) Adeel Maqbool, Siraj Ahmad Total Quality Management through Five "S" In Health Care Organizations International Journal of Scientific Research, Vol.III, Issue.I January 2014

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