Enhancing Public Sector Quality Performance Using Total Quality Management in Developing Economies

Twum, Kojo Kakra; Agyapong, Gloria K.Q.; Sulemana, Zakaria; Amaniampong, Martin Kwadwo; Nyarko, Nicholas Asiedu

doi:10.1007/978-3-030-77181-2_9

Cited by 5 publications

(16 citation statements)

References 45 publications

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“…QP is a method that develops an understanding of the organization's vision and enhances the organization's employees, and its ability to develop high-quality products and services (Bathaei et al, 2021;Kurniawan et al, 2020;Ahmed et al, 2018). Quality performance in the public sector depends on improving the quality of services and products that are delivered to the public, reducing cost and waste, and improving efficiency (Twum et al, 2022). In this study, QP refers to the level at which the organization's performance is at the highest stage of proficiency in all its components and phases of work, to achieve the best tangible results, in order to meet the expectations, and needs of customers and their current and future requirements.…”

Section: Quality Performance (Qp)mentioning

confidence: 99%

“…This has an important role to play that leads to significant results at the organizational level (Yas et al, 2021;Carmeli et al, 2017). The process of engaging employees to participate in quality improvement procedures affects the quality of products and services, which promotes quality performance (Twum et al, 2022). TQM demands that the management ensure that employees are fully involved in quality improvement by providing a high-quality service to its customers (Daqar & Constantinovits, 2020).…”

Section: Employee Involvementmentioning

confidence: 99%

See 1 more Smart Citation

Assessing quality performance through seven total quality management practices

Hussain¹,

Alsmairat²,

Al-Ma’aitah³

et al. 2023

10.5267/j.uscm

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With growing concerns about healthcare services especially during and after the Covid-19 pandemic, hospitals are compelled to provide non-traditional forms of quality services. Total quality management (TQM) practices are gaining attention and becoming a driving force to improve quality performance. This research aims to investigate the impact of TQM practices and quality performance in Jordanian public hospitals. The research used an online survey to collect data from 222 respondents from several public hospitals in Jordan. The results of structural equation modeling (SEM) confirms a positive relationship between supplier quality management, customer focus, and quality performance.

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Section: Quality Performance (Qp)mentioning

confidence: 99%

Section: Employee Involvementmentioning

confidence: 99%

Assessing quality performance through seven total quality management practices

Hussain¹,

Alsmairat²,

Al-Ma’aitah³

et al. 2023

10.5267/j.uscm

View full text Add to dashboard Cite

show abstract

“…In this regard, management is an essential element in the implementation of QMP, as reported by quality gurus (Domingues et al, 2016;Harvey & Green, 1993;Kaynak, 2003;Talib et al, 2019), as it increases efficiency by affecting other QMP activities, such as quality standards, quality targets, SOP formulation, process management, service design, training, project membership relationships (Alkhaldi & Abdallah, 2022;Zimon & Dellana, 2020). Efficient implementation of QMP involves an effective change in an organization (Twum et al, 2022). It is almost difficult to change an organization without a concerted effort by management to develop continuously, reduce disagreements, interact efficiently, and cooperate in the value chain (T. Chen et al, 2019;Kaynak, 2003).…”

Section: Quality Management Practices (Qmp)mentioning

confidence: 99%

“…It is almost difficult to change an organization without a concerted effort by management to develop continuously, reduce disagreements, interact efficiently, and cooperate in the value chain (T. Chen et al, 2019;Kaynak, 2003). According to Twum et al (2022), the QMP concept is prevalent in developed economies but is not widely used in the public sector of developing economies. Prior quality academics argued that public organizations should adopt practices that will make them more productive, competitive, and ultimately capable of providing high-quality services to the public (Almeida et al, 2014;Talib et al, 2013;Twum et al, 2022;Zimon & Dellana, 2020).…”

Section: Quality Management Practices (Qmp)mentioning

confidence: 99%

“…Prior literature on contingency theory shows that typical contingency factors include strategy and culture (Sousa & Voss, 2008). Organizations seek to improve their performance in this context by improving fit and alignment with organizational defined contingencies factors and, as a result, the changing external environment (Twum et al, 2022). The fit process is viewed as a dynamic and ongoing process, particularly in a fast-paced business environment.…”

Section: Contingency Theorymentioning

confidence: 99%

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Quality Management Practices and Inter-Organizational Project Performance: Moderating Effects of Inter-Organizational Communication, Relationship, and Process Conflicts in Healthcare

et al. 2022

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The purpose of this study is to empirically examine the relationship between quality management practices (QMP) and inter-organizational project performance (IPP), as well as the moderating effects of inter-organizational communication (ICOM), relationship, and process conflicts in Pakistan’s-government healthcare organizations (NGOs) and public healthcare organizations. We developed a hypothetical model based on contingency theory. Using a self-administered questionnaire, the empirical data was collected from 296 respondents from NGOs and public healthcare in Pakistan between March and November 2019. SmartPLS 3.3.9 was used to apply structural equation modeling (SEM). The findings show that QMP significantly impacts IPP in healthcare inter-organizational collaborative projects. ICOM and process conflict significantly moderate the impact of QMP on IPP. In contrast, relationship conflict does not affect IPP. This study has practical implications for healthcare NGOs and public healthcare organizations that want to improve the performance of their projects by implementing QMP in their projects. This study added to the total quality management literature by clearly understanding QMP and its relationship to IPP.

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Investigating the performance of quality management practices induced by top management commitment and Kaizen initiatives: evidence from Jordanian public hospitals in the aftermath of COVID-19

Alsmairat

Baz

Al-Ma’aitah

2023

IJQRM

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PurposeThis study investigates the effects of top management commitment (TMC) and Kaizen on quality management practices (QMP) and how the latter influence the performance of Jordanian public hospitals in the aftermath of COVID-19.Design/methodology/approachA survey-based questionnaire was employed to collect data from 222 practitioners and professionals working in public hospitals in Jordan. Partial least squares structural equation modeling (PLS-SEM) was undertaken to analyze data.FindingsSignificant and positive effects of TMC and Kaizen (continuous improvement) on QMP are highlighted by the results. The findings also show that QMP has a positive and significant impact on public hospitals' performance. Furthermore, the effects of TMC and Kaizen on performance were also found to be significant.Research limitations/implicationsPractitioners and researchers will gain a greater understanding of how implementing QMP can enhance the performance of public hospitals in the context of the COVID-19 outbreak. The results underline the important role of Kaizen and TMC in the success of QMP and their effect on performance. This research is a cross-sectional study, and there is a need to conduct further empirical investigation based on secondary data or objective measurement of performance.Originality/valueThis research is one of the first studies to investigate the effects of QMP on public hospitals' performance following the COVID-19 outbreak. This study is one of the empirical examinations of QMP and Kaizen in developing countries by investigating Jordanian public hospitals.

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Enhancing Public Sector Quality Performance Using Total Quality Management in Developing Economies

Cited by 5 publications

References 45 publications

Assessing quality performance through seven total quality management practices

Assessing quality performance through seven total quality management practices

Quality Management Practices and Inter-Organizational Project Performance: Moderating Effects of Inter-Organizational Communication, Relationship, and Process Conflicts in Healthcare

Investigating the performance of quality management practices induced by top management commitment and Kaizen initiatives: evidence from Jordanian public hospitals in the aftermath of COVID-19

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