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TQM in Hospital Service Process

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TQM in Hospital Service Process (MBA Hospital/Healthcare)


Healthcare systems are of fundamental interests to all level of Hospitals in our societies. Eventually, increasing importance and reliance are placed on total quality management in healthcare systems. Due to this rising importance that is also reflected in the increasing percentage of national and international resources for both private and public sector to allocated in hospital management systems. Hospitals and other healthcare organization across the globe have been progressively implementing TQM to reduce costs, improve efficiency and provide high quality patient care.

In spite of billions of dollars of money spent worldwide, most of the healthcare is seen to be ineffective, inefficient and inadequate. Therefore there is a crying need to bring about a paradigm shift in the quality of health care delivery and to monitor and sustain it. It is obvious that those institutions, which are quality conscious and are committed to continuous quality improvement, will gain the highest consumer acceptance and will flourish at the expense of others.

The 'Quality Revolution', as it is sometimes referred to, is nothing but putting the patient at the heart of health care and wrapping the care around it, rather than the other way around. Quality Measuring and assessing service is important, particularly when multiple sources of variation are present. Analyzing all medical processes to remove rework and waste could build healthcare quality and lead to significant reductions in patient cost.

The use of quality-assurance programs and statistical tools can be directly applied to healthcare organizations with improved quality of patient's objectives and the results of care from the patient's viewpoint. In India, till now, very few research studies have been undertaken to study the effectiveness of TQM in hospitals. In the hospital environment, TQM is not just a programme with a finite beginning and end, but is a process, which evolves dynamic changes in the hospital. TQM can be an important part of hospitals competitive strategy in quality of healthcare system. Hospitals in competitive markets are more likely to attempt to differentiate themselves from their competitors on the basic of greater service quality. Thus, TQM which places a heavy emphasis on improvement in Customer satisfaction index that offers the prospect of grater combines internal quality measures with value analysis and conformance to specifications. Acceptable quality services not only include direct medical services such as diagnoses, medicines, surgery and treatment but indirect operations such as administration and purchasing whose costs are reflected in what the buyer pays. It may also include Total Quality of performance that is directly related to healthcare safety, security, attitude of nursing and word boy, role of doctors in terms of ‘time’ includes appointment, delay time, service time, timing with regards to medical treatment and surgery.

This study has been undertaken to fill this research gap. The aim of this study is to examine the extent of implementation of TQM and its effect on hospital performance and services in hospitals.

Objective of study

  • To understand Indian healthcare industry and hospital systems
  • To understand overview of Total Quality Management, its process and Tools
  • To investigate the extent of implementation of total quality management in healthcare services.
  • To propose TQM implementation process in the hospital for improve quality and services
  • To examine the impact of total quality management practices on hospital performance results.
  • To identify the barriers to the successful implementation of total quality management in health care services.
  • To identify the measures that can strengthen the total quality management practices in health care services.

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This MBA project can be used for following universities

  • Sikkim Manipal University, SMU - Gangtok, Sikkim
  • ICFAI University - Tripura
  • IGNOU- New Delhi, Delhi Symbiosis Centre for Distance Learning,
  • SCDL - Pune, Maharashtra Welingkar - Mumbai, Maharashtra
  • Annamalai University - Annamalainagar, Tamil Nadu
  • Osmania University- Hyderabad, Aandhra Pradesh Anna University Chennai - Tamil Nadu
  • Yashwantrao Chawan Maharashtra Open University, YCMOU - Nasik, Maharashtra
  • University of Mumbai - Mumbai, Maharashtra
  • Dr. B.R.Ambedkar Open University - Hyderabad, Aandhra Pradesh
  • Maulana Azad National Urdu University - Hyderabad, Aandhra Pradesh
  • Netaji Subhas Open University - Kolkata, West Bengal
  • Delhi University - New Delhi, Delhi
  • Shivaji University - Kolhapur, Maharashtra
  • Maharishi Dayanand University - Rohtak, Haryana
  • Andhra University - Visakhapatnam, Aandhra Pradesh
  • Dr. Babasaheb Ambedkar Open University - Ahmedabad, Gujarat
  • SNDT – Women’s University - Mumbai, Maharashtra
  • Alagappa University - Karaikudi, Tamil Nadu M.P.
  • Bhoj(Open) University - Bhopal, Madhya Pradesh

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