From Compliance to Excellence: The TQM Story in Indonesian Health Service Providers
DOI:
https://doi.org/10.35145/icobima.v2i1.3518Keywords:
Total Quality Management, Evolution, Health Service ProvidersAbstract
The success in the industry manufacture has encouraged and motivated entity service health to implement TQM. Focus article This is to describe the development of TQM in Indonesia, especially in the healthcare industry. The evolution of TQM reflects a shifting paradigm in management quality from traditional control quality to more holistic, customer-centered, sustainable, and integrated with technology. This is an effort to reach more quality and improve the organization's overall performance. TQM is a sustainable approach in which the organization Keeps going continuously to increase quality and performance over time. This is not only for controlling quality but also about changing culture and practice organization for quality become a priority held close to everyone organization. Lack of support management, lack of involvement in employees, bad leadership, lack of training, culture organizations that do not appropriate, lack of recognition and award for success, and structure organization hierarchical and authoritative is the most obstacles quoted successful TQM implementation in developing countries. The evolution of TQM in The Worldwide Health Organization has become an essential thing for increasing the quality maintenance of health and satisfaction of patients.
Downloads
Download data is not yet available.
References
Aburayya, A., Alshurideh, M., Marzouqi, A.A., Diabat, O.A., Alfarsi, A., Salloum, S.A., Alawadhi, D., & Alzarouni, A. (2020). Critical Success Factors Affecting the Implementation of TQM in Public Hospitals: A Case Study in UAE Hospitals. Systematic Reviews in Pharmacy, 11 (10).
Akhmatova, M.-S., Deniskina, A., Akhmatova, D.-M., & Prykina, L. (2022). Integrating quality management systems (TQM) in the digital age of intelligent transportation systems industry 4.0. Transportation Research Procedia, 63, 1512–1520.
Allur, E., Heras- Saizarbitoria, I., Boiral, O., & Testa, F. (2018). Quality and Environmental Management Linkage: A Review of the Literature. Sustainability, 10 (11), 4311. https://doi.org/10.3390/su10114311
Alshourah, S. (2021). Total quality management practices and their effects on the quality performance of Jordanian private hospitals. Management Science Letters, 67–76. https://doi.org/10.5267/j.msl.2020.8.029
Angelina, R., Kamilah, & Yusralaini. (2012). EFFECT OF TOTAL QUALITY MANAGEMENT, REWARD SYSTEMS AND ORGANIZATION COMMITMENT TO MANAGERIAL PERFORMANCE IN HOSPITAL IN PEKANBARU. Riau University FE Journal, 37–47.
Baidoun, S. D., Salem, M. Z., & Omran, O. A. (2018). Assessment of TQM implementation level in Palestinian healthcare organizations: The case of Gaza Strip hospitals. The TQM Journal, 30 (2), 98–115. https://doi.org/10.1108/TQM-03-2017-0034
Bolboli, SA, & Reiche, M. (2013). A model for sustainable business excellence: Implementation and the roadmap. The TQM Journal, 25 (4), 331–346. https://doi.org/10.1108/17542731311314845
Broday, EE (2022). The evolution of quality: From inspection to quality 4.0. International Journal of Quality and Service Sciences, 14 (3), 368–382.
Calvo-Mora, A., Picón, A., Ruiz, C., & Cauzo, L. (2013). The relationship between soft-hard TQM factors and key business results. International Journal of Operations & Production Management, 34 (1), 115–143. https://doi.org/10.1108/IJOPM-09-2012-0355
Chavez, R., Gimenez, C., Fynes, B., Wiengarten, F., & Yu, W. (2013). Internal lean practices and operational performance: The contingency perspective of industry clock speed. International Journal of Operations & Production Management, 33 (5), 562–588. https://doi.org/10.1108/01443571311322724
Claver -Cortés, E., Pereira-Moliner, J., José TarÃ, J., & Molina- AzorÃn, JF (2008). TQM, managerial factors and performance in the Spanish hotel industry. Industrial Management & Data Systems, 108 (2), 228–244. https://doi.org/10.1108/02635570810847590
Curkovic, S. (2003). Environmentally Responsible Manufacturing: The development and validation of a measurement model. European Journal of Operational Research, 146 (1), 130–155. https://doi.org/10.1016/S0377-2217(02)00182-0
Essel, RE (2020). Assessing Total Quality Management (TQM) Effect on Hospital Performance in Ghana Using a Non-Probabilistic Approach: The Case of Greater Accra Regional Hospital (GARH). Metamorphosis, 19 (1), 29–41. https://doi.org/10.1177/0972622520949091
Faloudah, A. A., Qasim, S., & Bahumayd, M. (2015). Total Quality Management in Healthcare. International Journal of Computer Applications, 120 (12).
Hanoum, FC, Kosasih, FG, & Safariningsih, RTH (2022). Implementation of Total Quality Management (TQM) in Increase Quality Hospital Services. Reslaj: Religion Education Social Laa Roiba Journal, 4 (3), Article 3. https://doi.org/10.47467/reslaj.v4i3.950
Hendrani, DGAH, & Gorda,.AN Eddy Supriyadinata. (2021). IMPLEMENTATION OF THE RATI MODEL TQM IN HOSPITAL HEALTH SERVICES IN THE ERA OF INDUSTRIAL REVOLUTION 4.0. BALI HEALTH JOURNAL, 5 (1). http://ejournal.unbi.ac.id/index.php/BHJ/article/view/248/139
Istiqomah, WF, Listyorini, PI, & Yuliani, N. (2021). ANALYSIS OF INTEGRATED QUALITY MANAGEMENT (TQM) IN HOSPITAL SERVICES. Proceedings of the National Health Information Seminar, 219–225.
Jaca, C., & Psomas, E. (2015). Total quality management practices and performance outcomes in Spanish service companies. Total Quality Management & Business Excellence, 26 (9–10), 958–970. https://doi.org/10.1080/14783363.2015.1068588
Jasti, NVK, Venkateswaran, V., & Kota, S. (2021). Total Quality Management in higher education: A literature review on barriers, customers and accreditation. The TQM Journal, 34 (5), 1250–1272.
Jasti, NVK, Venkateswaran, V., Kota, S., & Sangwan, KS (2022). A literature review on total quality management (models, frameworks, and tools and techniques) in higher education. The TQM Journal, 34 (5), 1298–1319.
Jesús Alvarez, M., Jaca, C., Viles, E., & Colomer, A. (2012). Quality management in hotels in the Basque Country. International Journal of Quality and Service Sciences, 4 (1), 51–60. https://doi.org/10.1108/17566691211219724
Karasa, A., Akinci, F., EsatoÈlu, A.E., Parsons, A.L., & Sarp, N. (2007). An Evaluation of the Opinions of Hospital Employees Regarding the Contribution of Internal Marketing to the Application of Total Quality Management in Turkey. Health Marketing Quarterly, 24 (3–4), 167–187. https://doi.org/10.1080/07359680802125279
Kaur, J., Kochhar, TS, Ganguli, S., & Rajest, SS (2021). Evolution of management system certification: An overview. Innovations in Information and Communication Technology Series, 082–092.
Kemenade, EV, & Hardjono, TW (2019). Twenty-first century Total Quality Management: The Emergence Paradigm. The TQM Journal, 31 (2), 150–166. https://doi.org/10.1108/TQM-04-2018-0045
Lam, S.-Y., Lee, V.-H., Ooi, K.-B., & Lin, B. (2011). The relationship between TQM, learning orientation and market performance in service organizations: An empirical analysis. Total Quality Management & Business Excellence, 22 (12), 1277–1297. https://doi.org/10.1080/14783363.2011.631337
Liu, H. -C., Liu, R., Gu, X., & Yang, M. (2023). From total quality management to Quality 4.0: A systematic literature review and future research agenda. Frontiers of Engineering Management, 10 (2), 191–205.
Miller. (2009). Assessment of Quality Management Practices Within the Healthcare Industry. American Journal of Economics and Business Administration, 1 (2), 105–113. https://doi.org/10.3844/ajebasp.2009.105.113
Molina- AzorÃn, JF, TarÃ, JJ, Pereira-Moliner, J., López-Gamero, MD, & Pertusa -Ortega, EM (2015). The effects of quality and environmental management on competitive advantage: A mixed methods study in the hotel industry. Tourism Management, 50, 41–54. https://doi.org/10.1016/j.tourman.2015.01.008
Mosadeghrad, A. M. (2013). Obstacles to TQM success in health care systems. International Journal of Health Care Quality Assurance, 26 (2), 147–173. https://doi.org/10.1108/09526861311297352
Mosadeghrad, A. M. (2014). Essentials of total quality management: A meta-analysis. International Journal of Health Care Quality Assurance, 27 (6), 544–558. https://doi.org/10.1108/IJHCQA-07-2013-0082
Nightingale, A. (2009). A guide to systematic literature reviews. Surgery (Oxford), 27 (9), 381–384.
Paré, G., & Kitsiou, S. (2017). Methods for literature reviews. In Handbook of eHealth evaluation: An evidence-based approach [Internet]. University of Victoria.
Pereira-Moliner, J., Claver -Cortés, E., Molina- AzorÃn, J.F., & José TarÃ, J. (2012). Quality management, environmental management, and firm performance: Direct and mediating effects in the hotel industry. Journal of Cleaner Production, 37, 82–92. https://doi.org/10.1016/j.jclepro.2012.06.010
Puthanveettil, B. A., Vijayan, S., Raj, A., & Mp, S. (2021a). TQM implementation practices and performance outcomes of Indian hospitals: Exploratory findings. The TQM Journal, 33 (6), 1325–1346. https://doi.org/10.1108/TQM-07-2020-0171
Puthanveettil, B.A., Vijayan, S., Raj, A., & Mp, S. (2021b). TQM implementation practices and performance outcomes of Indian hospitals: Exploratory findings. The TQM Journal, 33 (6), 1325–1346. https://doi.org/10.1108/TQM-07-2020-0171
Sadikoglu, E., & Olcay, H. (2014). The Effects of Total Quality Management Practices on Performance and the Reasons of and the Barriers to TQM Practices in Turkey. Advances in Decision Sciences, 2014, 537605. https://doi.org/10.1155/2014/537605
Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333–339.
Stratton, S. J. (2019). Literature reviews: Methods and applications. Prehospital and Disaster Medicine, 34 (4), 347–349.
Swain, S. (2019). Do patients perceive better quality of service in private hospitals than in public hospitals in India? Benchmarking: An International Journal, 26 (2), 590–613. https://doi.org/10.1108/BIJ-03-2018-0055
Sweis, RJ, Al-Dweik, GA, Alawneh, AR, & Hammad, AA (2016). The relationship between total quality management practices and organizational performance at Jordanian hospitals. int. J. Business Innovation and Research, 10 (4), 519–542.
Talib, F., Asjad, M., Attri, R., Siddiquee, A.N., & Khan, Z.A. (2019). Ranking model of total quality management enablers in healthcare establishments using the best-worst method. The TQM Journal, 31 (5), 790–814. https://doi.org/10.1108/TQM-04-2019-0118
Talib, F., Rahman, Z., & Qureshi, MN (2012). Total quality management in the service sector: A literature review. International Journal of Business Innovation and Research, 6 (3), 259. https://doi.org/10.1504/IJBIR.2012.046628
Zylfijaj, R., & Pira, B. (2017). Assessment of Critical Success Factors of TQM Culture in Hospitality Sector in Kosovo. International Journal of Research in Business and Social Science (2147- 4478), 6 (1), Article 1. https://doi.org/10.20525/ijrbs.v6i1.652
Akhmatova, M.-S., Deniskina, A., Akhmatova, D.-M., & Prykina, L. (2022). Integrating quality management systems (TQM) in the digital age of intelligent transportation systems industry 4.0. Transportation Research Procedia, 63, 1512–1520.
Allur, E., Heras- Saizarbitoria, I., Boiral, O., & Testa, F. (2018). Quality and Environmental Management Linkage: A Review of the Literature. Sustainability, 10 (11), 4311. https://doi.org/10.3390/su10114311
Alshourah, S. (2021). Total quality management practices and their effects on the quality performance of Jordanian private hospitals. Management Science Letters, 67–76. https://doi.org/10.5267/j.msl.2020.8.029
Angelina, R., Kamilah, & Yusralaini. (2012). EFFECT OF TOTAL QUALITY MANAGEMENT, REWARD SYSTEMS AND ORGANIZATION COMMITMENT TO MANAGERIAL PERFORMANCE IN HOSPITAL IN PEKANBARU. Riau University FE Journal, 37–47.
Baidoun, S. D., Salem, M. Z., & Omran, O. A. (2018). Assessment of TQM implementation level in Palestinian healthcare organizations: The case of Gaza Strip hospitals. The TQM Journal, 30 (2), 98–115. https://doi.org/10.1108/TQM-03-2017-0034
Bolboli, SA, & Reiche, M. (2013). A model for sustainable business excellence: Implementation and the roadmap. The TQM Journal, 25 (4), 331–346. https://doi.org/10.1108/17542731311314845
Broday, EE (2022). The evolution of quality: From inspection to quality 4.0. International Journal of Quality and Service Sciences, 14 (3), 368–382.
Calvo-Mora, A., Picón, A., Ruiz, C., & Cauzo, L. (2013). The relationship between soft-hard TQM factors and key business results. International Journal of Operations & Production Management, 34 (1), 115–143. https://doi.org/10.1108/IJOPM-09-2012-0355
Chavez, R., Gimenez, C., Fynes, B., Wiengarten, F., & Yu, W. (2013). Internal lean practices and operational performance: The contingency perspective of industry clock speed. International Journal of Operations & Production Management, 33 (5), 562–588. https://doi.org/10.1108/01443571311322724
Claver -Cortés, E., Pereira-Moliner, J., José TarÃ, J., & Molina- AzorÃn, JF (2008). TQM, managerial factors and performance in the Spanish hotel industry. Industrial Management & Data Systems, 108 (2), 228–244. https://doi.org/10.1108/02635570810847590
Curkovic, S. (2003). Environmentally Responsible Manufacturing: The development and validation of a measurement model. European Journal of Operational Research, 146 (1), 130–155. https://doi.org/10.1016/S0377-2217(02)00182-0
Essel, RE (2020). Assessing Total Quality Management (TQM) Effect on Hospital Performance in Ghana Using a Non-Probabilistic Approach: The Case of Greater Accra Regional Hospital (GARH). Metamorphosis, 19 (1), 29–41. https://doi.org/10.1177/0972622520949091
Faloudah, A. A., Qasim, S., & Bahumayd, M. (2015). Total Quality Management in Healthcare. International Journal of Computer Applications, 120 (12).
Hanoum, FC, Kosasih, FG, & Safariningsih, RTH (2022). Implementation of Total Quality Management (TQM) in Increase Quality Hospital Services. Reslaj: Religion Education Social Laa Roiba Journal, 4 (3), Article 3. https://doi.org/10.47467/reslaj.v4i3.950
Hendrani, DGAH, & Gorda,.AN Eddy Supriyadinata. (2021). IMPLEMENTATION OF THE RATI MODEL TQM IN HOSPITAL HEALTH SERVICES IN THE ERA OF INDUSTRIAL REVOLUTION 4.0. BALI HEALTH JOURNAL, 5 (1). http://ejournal.unbi.ac.id/index.php/BHJ/article/view/248/139
Istiqomah, WF, Listyorini, PI, & Yuliani, N. (2021). ANALYSIS OF INTEGRATED QUALITY MANAGEMENT (TQM) IN HOSPITAL SERVICES. Proceedings of the National Health Information Seminar, 219–225.
Jaca, C., & Psomas, E. (2015). Total quality management practices and performance outcomes in Spanish service companies. Total Quality Management & Business Excellence, 26 (9–10), 958–970. https://doi.org/10.1080/14783363.2015.1068588
Jasti, NVK, Venkateswaran, V., & Kota, S. (2021). Total Quality Management in higher education: A literature review on barriers, customers and accreditation. The TQM Journal, 34 (5), 1250–1272.
Jasti, NVK, Venkateswaran, V., Kota, S., & Sangwan, KS (2022). A literature review on total quality management (models, frameworks, and tools and techniques) in higher education. The TQM Journal, 34 (5), 1298–1319.
Jesús Alvarez, M., Jaca, C., Viles, E., & Colomer, A. (2012). Quality management in hotels in the Basque Country. International Journal of Quality and Service Sciences, 4 (1), 51–60. https://doi.org/10.1108/17566691211219724
Karasa, A., Akinci, F., EsatoÈlu, A.E., Parsons, A.L., & Sarp, N. (2007). An Evaluation of the Opinions of Hospital Employees Regarding the Contribution of Internal Marketing to the Application of Total Quality Management in Turkey. Health Marketing Quarterly, 24 (3–4), 167–187. https://doi.org/10.1080/07359680802125279
Kaur, J., Kochhar, TS, Ganguli, S., & Rajest, SS (2021). Evolution of management system certification: An overview. Innovations in Information and Communication Technology Series, 082–092.
Kemenade, EV, & Hardjono, TW (2019). Twenty-first century Total Quality Management: The Emergence Paradigm. The TQM Journal, 31 (2), 150–166. https://doi.org/10.1108/TQM-04-2018-0045
Lam, S.-Y., Lee, V.-H., Ooi, K.-B., & Lin, B. (2011). The relationship between TQM, learning orientation and market performance in service organizations: An empirical analysis. Total Quality Management & Business Excellence, 22 (12), 1277–1297. https://doi.org/10.1080/14783363.2011.631337
Liu, H. -C., Liu, R., Gu, X., & Yang, M. (2023). From total quality management to Quality 4.0: A systematic literature review and future research agenda. Frontiers of Engineering Management, 10 (2), 191–205.
Miller. (2009). Assessment of Quality Management Practices Within the Healthcare Industry. American Journal of Economics and Business Administration, 1 (2), 105–113. https://doi.org/10.3844/ajebasp.2009.105.113
Molina- AzorÃn, JF, TarÃ, JJ, Pereira-Moliner, J., López-Gamero, MD, & Pertusa -Ortega, EM (2015). The effects of quality and environmental management on competitive advantage: A mixed methods study in the hotel industry. Tourism Management, 50, 41–54. https://doi.org/10.1016/j.tourman.2015.01.008
Mosadeghrad, A. M. (2013). Obstacles to TQM success in health care systems. International Journal of Health Care Quality Assurance, 26 (2), 147–173. https://doi.org/10.1108/09526861311297352
Mosadeghrad, A. M. (2014). Essentials of total quality management: A meta-analysis. International Journal of Health Care Quality Assurance, 27 (6), 544–558. https://doi.org/10.1108/IJHCQA-07-2013-0082
Nightingale, A. (2009). A guide to systematic literature reviews. Surgery (Oxford), 27 (9), 381–384.
Paré, G., & Kitsiou, S. (2017). Methods for literature reviews. In Handbook of eHealth evaluation: An evidence-based approach [Internet]. University of Victoria.
Pereira-Moliner, J., Claver -Cortés, E., Molina- AzorÃn, J.F., & José TarÃ, J. (2012). Quality management, environmental management, and firm performance: Direct and mediating effects in the hotel industry. Journal of Cleaner Production, 37, 82–92. https://doi.org/10.1016/j.jclepro.2012.06.010
Puthanveettil, B. A., Vijayan, S., Raj, A., & Mp, S. (2021a). TQM implementation practices and performance outcomes of Indian hospitals: Exploratory findings. The TQM Journal, 33 (6), 1325–1346. https://doi.org/10.1108/TQM-07-2020-0171
Puthanveettil, B.A., Vijayan, S., Raj, A., & Mp, S. (2021b). TQM implementation practices and performance outcomes of Indian hospitals: Exploratory findings. The TQM Journal, 33 (6), 1325–1346. https://doi.org/10.1108/TQM-07-2020-0171
Sadikoglu, E., & Olcay, H. (2014). The Effects of Total Quality Management Practices on Performance and the Reasons of and the Barriers to TQM Practices in Turkey. Advances in Decision Sciences, 2014, 537605. https://doi.org/10.1155/2014/537605
Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333–339.
Stratton, S. J. (2019). Literature reviews: Methods and applications. Prehospital and Disaster Medicine, 34 (4), 347–349.
Swain, S. (2019). Do patients perceive better quality of service in private hospitals than in public hospitals in India? Benchmarking: An International Journal, 26 (2), 590–613. https://doi.org/10.1108/BIJ-03-2018-0055
Sweis, RJ, Al-Dweik, GA, Alawneh, AR, & Hammad, AA (2016). The relationship between total quality management practices and organizational performance at Jordanian hospitals. int. J. Business Innovation and Research, 10 (4), 519–542.
Talib, F., Asjad, M., Attri, R., Siddiquee, A.N., & Khan, Z.A. (2019). Ranking model of total quality management enablers in healthcare establishments using the best-worst method. The TQM Journal, 31 (5), 790–814. https://doi.org/10.1108/TQM-04-2019-0118
Talib, F., Rahman, Z., & Qureshi, MN (2012). Total quality management in the service sector: A literature review. International Journal of Business Innovation and Research, 6 (3), 259. https://doi.org/10.1504/IJBIR.2012.046628
Zylfijaj, R., & Pira, B. (2017). Assessment of Critical Success Factors of TQM Culture in Hospitality Sector in Kosovo. International Journal of Research in Business and Social Science (2147- 4478), 6 (1), Article 1. https://doi.org/10.20525/ijrbs.v6i1.652
Downloads
Published
2023-11-25
