Total Quality Management [TQM] in Hospitals – Challenges, Barriers and Implementation Developing a Framework for TQM Implementation in Hospitals

Abstract

Quality management has become an important issue in hospitals during the last couple of decades. The increased attention to quality is due to governmental regulations, influence of customers, and hospital management initiatives. Apparently, there are many difficulties in managing hospitals in a competitive marketplace with a little support from official bodies especially in a developing country like India. The management of the Corporate Hospitals being very keen about delivering quality services is maintaining a quality department. The purpose of this paper is to provide a framework for implementing the total quality management concept that is compatible with the local culture of India. The SERVQUAL model and its application can help the hospitals in achieving satisfaction on both ends - employees’ satisfaction and customer satisfaction. In hospitals, the traditional Indian culture, leadership style, and the mentality of the medical professionals are somehow the barriers to the adoption of the TQM. The suggested integrated framework model of the TQM can be of great help to the hospitals to move out of the barriers and successfully implementing TQM concepts and practices.