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Title:	The impact of operational flexibility in the relationship between total quality management and hospital performance
Authors:	Main Naser Fady Alolayyan (P42606)
Supervisor:	Khairul Anuar Mohd Ali, Prof. Madya Dr.
Keywords:	Dissertations, Academic -- Malaysia Total quality management Medical care -- Quality control Health services administration Hospitals -- Administration
Issue Date:	8-Sep-2012
Description:	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 Arab region, rising operating costs and high customer expectations, are among the compelling reasons for doing so. To this end, Total Quality Management (TQM) has been extensively studied in its two-way relationship with hospital performance. However, it has not been studied specifically with regards to both hospital performance and operational flexibility, the latter being an emerging and significant construct of operations management. This cross-sectional, quantitative study aimed to investigate the effects of TQM and operational flexibility on hospital performance. The study was based on a stratified random sample of 231 medical leaders from two of the largest hospitals in Jordan. The proposed conceptual model involved four factors of TQM, two factors of operational flexibility, and three factors of hospital performance, in their respective constructs. This model links the constructs of TQM and operational flexibility to those of hospital performance. The underlying dimensions of TQM, operational flexibility and hospital performance were empirically verified and validated through exploratory factor analysis, reliability analysis procedure, and construct validity procedures. Subsequently, the convergent and discriminant validity of the constructs were estimated through average variance extraction and shared variance. Data analysis using Structural Equation Modeling (SEM) revealed that: (i) TQM has a significant impact on both operational flexibility and hospital performance, (ii) higher levels of operational flexibility produce a correspondingly stronger enhancement of hospital performance, and (iii) TQM's significant impact on hospital performance is realized through operational flexibility as the mediating construct. The goodness of fit measures produced acceptable indices (CFI= 0.987; TLI = 0.979; Normed-Chi-Square = 2.14; RMSEA = 0.070). The results of this study suggest that this conceptual model may be used as a hospital performance assessment tool by management, particularly in hospitals that wish to attain Joint Commission International accreditation standards. The most significant contribution of this study was successfully implemented throughout the final fitting of the proposed model. This model managed to achieve the objectives by finding the relationships between the constructs of the study. Also these finding can be used as a tool to estimate the effectiveness of performance assessment by any hospital management, particularly those in Jordan, which seeking JCI accreditation [standards].,'Certification of Masters/Doctorial Thesis' is not available,Ph.D
Pages:	270
Call Number:	HD62.15.A435 2012 tesis
Publisher:	UKM, Bangi
Appears in Collections:	Faculty of Science and Technology / Fakulti Sains dan Teknologi

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