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Comparative Analysis of Private Sector Hospital Performance Before and After Implementation of TQM and 5s
Science Journal of Public Health
Volume 8, Issue 4, July 2020, Pages: 92-98
Received: Apr. 15, 2020; Accepted: May 13, 2020; Published: Jun. 9, 2020
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Balasubramanian Mahadevan, Depterment of Hospital Administration, Raptakos, Brett & Co. LTD, Mumbai, India
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The research paper has been published to develop a brief idea regarding the implementation of TQM&5s and its result on the hospitals performance including patient satisfaction. For the betterment of this study four Leading Tertiary Care hospitals have been considered. Again, the model of SERVQUAL is taken to assess the clinical quality and Patient satisfaction as well. In this project, the role of the SERVQUAL model is well discussed which gives a clear idea on measuring customer satisfaction. As a result of this study, it has been found that quality needs to be measured at several stages such as unit level, organization level, and individual level. Though the positive impact on the implementation of the SERVQUAL model has been discussed in this paper, there are also some barriers that need to be solved by the hospitals to properly implement TQM&5s.
TQM, Total Quality Management, SERVQUAL Model, Healthcare, Measurements
To cite this article
Balasubramanian Mahadevan, Comparative Analysis of Private Sector Hospital Performance Before and After Implementation of TQM and 5s, Science Journal of Public Health. Vol. 8, No. 4, 2020, pp. 92-98. doi: 10.11648/j.sjph.20200804.11
Copyright © 2020 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License ( which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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