TQM and Operational Flexibility impact on Hospital Performance

In recent years, the healthcare industry has been under intense pressure to improve customer satisfaction and the quality of services. A multitude of factors, including enormous market competition in the world region, rising operating costs and high customer expectations, are among the compelling reasons for doing, so this book aims to determine the impact of Total Quality Management (TQM) and Operational Flexibility (OF) on hospital performance. A model is proposed that links Total Quality Management TQM and Operational Flexibility OF constructs to the hospital performance construct, the underlying dimensions of TQM, OF and hospital performance was empirically verified and validated through Confirmatory Factor Analysis (CFA), Reliability Analysis Procedure, and Construct Validity Procedures, Structural Equation Modeling (SEM) was employed to test the model, drawing on a sample of medical leaders from the Joint Commission International (JCI) accredited hospitals, with residency program for doctors, in Jordan. The value of the book is that it points out the influence of TQM and operational flexibility on hospital performance.

Autorentext

A Ph.D holder in quality and productivity improvement from the National University of Malaysia. My primary research interests in Operation Management especially in the Total Quality Management, Operational Flexibility, Performance Measurement, Service Quality and Customer Satisfaction. His research papers have published in the most famous journal.