Total Quality Management Boosters and Blockers in a Humanitarian Setting: An Exploratory Investigation

Mahmoud, Ali B.; Alatrash, Mayssa; Fuxman, Leonora; Meero, Abdelrhman; Yafi, Eiad

doi:10.1177/2158244019841919

Cited by 5 publications

(5 citation statements)

References 26 publications

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“…In addition, there is a need to constantly review the expectations of patients through regular customer surveys, and where expectations fail short, improvement can be achieved through total quality management programs. For example, sharing information and communicating effectively with staff (Mahmoud, Del Rosario, Reisel, Pantsios, & Hack-Polay, 2018) have been found to boost total quality management (TQM) application in organizations (e.g., Mahmoud, Alatrash, Fuxman, Hack-Polay, & Grigoriou, 2019;Mahmoud, Alatrash, Fuxman, Meero, & Yafi, 2019). Because patients' satisfaction can be improved by an excellent patient-staff interpersonal relationship (Padma et al, 2009), the Chevron Hospital management should ensure that the medical staff are well motivated to interact nicely with patients.…”

Section: Discussionmentioning

confidence: 99%

Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria

et al. 2019

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Service quality in health care institutions is an emerging phenomenon, and many hospitals are concerned about providing quality service to their patients based on information obtained by the patient's perceptions of service quality. First, we aimed to determine patients' perception of service quality offered at Council for Health Service Accreditation of Southern Africa (COHSASA)-accredited private hospitals in Nigeria. And that included reexamining the dimensionality of SERVQUAL (the test tool) based on our sample data. Second, we aimed to find out whether there are any existing gaps between patients' expectation and perception of the service quality. Third, this research is an attempt to test the perceived quality effects on patients' satisfaction and repurchase intentions toward health services. Quantitative research was conducted via selfadministered questionnaires to patients who attended a randomly selected COHSASA-accredited private hospital in Nigeria and analyze their data using a variety of quantitative procedures including structural equation modeling, factor analyses, and paired-samples t tests. A systematic sampling method was used, and a total of 228 questionnaires were used for the final analyses. SERVQUAL was found to be a three-factor variate comprising the following: tangibility, reliability, and sensitivity. Our results concluded that perceived quality was significantly lower than expected quality despite being accompanied with positive levels of satisfaction and repurchase intentions. Finally, patient's satisfaction was found to fully transmit the indirect effects of two of the three factors, quality sensitivity and reliability, onto repurchase intentions, whereas tangibility does not exert indirect significant influences over repurchase intentions via patient satisfaction.

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Section: Discussionmentioning

confidence: 99%

Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria

et al. 2019

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“…Such relationships with Taskforce leadership may make participation easier but can conversely make it challenging for newer actors. Staff turnover, a significant issue in humanitarian organisations [ 45 , 46 ], also poses challenges to efforts to influence and engage in bodies such as the MHPSS Taskforce. When staff holding strategic relationships move to other organisations or postings, the loss of institutional memory contained within these relationships may stall momentum.…”

Section: Discussionmentioning

confidence: 99%

Power dynamics and participation within humanitarian coordination groups: A case study of the MHPSS Taskforce in Lebanon

Lokot,

Zreik,

El Masri

et al. 2024

PLOS Glob Public Health

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The humanitarian sector has often been criticised for its hierarchical power dynamics. Such dynamics often centre the priorities of ‘international’ actors, thereby marginalising the knowledge and expertise of those closest to the setting and play out in various fora, including coordination mechanisms. While guidance emphasises the importance of supporting local systems and government structures rather than creating parallel humanitarian structures, this approach is not consistently applied, creating challenges. We used a case study approach to explore how power relations influence the practice of the Mental Health and Psychosocial Support Taskforce in Lebanon, a nationally-led coordination mechanism chaired by the Ministry of Public Health with UN agencies as co-chairs. We conducted 34 semi-structured interviews with Taskforce members and other stakeholders coordinating with the Taskforce, including local non-governmental organisations (NGOs), international NGOs, United Nations agencies and government ministries. Interview transcripts were collaboratively analysed using Dedoose. We conducted feedback workshops with participants and integrated their feedback into analysis. We found that UN agencies and international NGOs are perceived as holding more decision-making power due to their access to funding and credibility—both shaped by the humanitarian system. Our findings also suggest that power dynamics arising mainly from differences in seniority, relations between ‘local’ and ‘expat’ staff, and language used in meetings may affect, to varying degrees, decision-making power and members’ voices. We also show how the agenda/focus of meetings, meeting format, language, and existing relationships with Taskforce leaders can influence levels of participation and decision-making in Taskforce meetings, ranging from lack of participation through being informed or consulted about decisions to decisions made in partnership. Our findings have broader implications for coordinating service delivery within the humanitarian sector, emphasising the need to reflect upon power imbalances critically and continually and to ensure a shared understanding of decision-making processes.

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“…As such, NGOs who have superior social goals and where excellence is measured by the extent of achievement of these goals of fighting poverty and injustice. Whereas the staff is the cornerstone in this sector to achieve a lasting impact on the target people and communities (Mahmoud et al, 2019b;Saleh and Noorliza, 2020a). Not to mention, that the failures in continuous improvement initiatives are highly related to the attitudes of staff (Jurburg et al, 2019).…”

Section: Adaptations Of the Original Measurementmentioning

confidence: 99%

“…It is acknowledged within the nonprofit sector as a relevant approach to deal with this industry's broader organisational and social aspects, and in turn, improving the performance and sustaining the humanitarian and development interventions (Saleh and Noorliza, 2020b). However, the successful adoption of TQM is influenced by the extent of in-country development and the contextual socio-economic and cultural aspects (Talapatra and Uddin, 2019) that ultimately depends on the employee performance (Mahmoud et al, 2019b). Therefore, the difference in culture and socio-economic aspects in the countries where INGOs originated and their contexts bring specific importance to investigate the relationship between the TQM and work-related attitudes within the INGOs.…”

Section: Introductionmentioning

confidence: 99%

The effect of TQM practices on INGOs' staff work-related attitudes

Karia

Saleh

2021

BIJ

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PurposeThis paper aims to investigate the impact of total quality management (TQM) practices on the work-related attitudes of International Non-Governmental Organisations (INGOs) staff, including job involvement, job satisfaction, career satisfaction and organisational commitment.Design/methodology/approachThe paper developed and tested 16 hypotheses on the relationship between TQM practices and work-related attitudes. Out of 295 targeted staff working for 59 INGOs operating in Jordan, 126 staff have responded to the research questionnaire. The collected dataset has been analysed using the structural equation modelling-partial least square (SEM-PLS) technique.FindingsAnalysis of the data revealed the significant positive effect of TQM practices. Beneficiary focus, empowerment-teamwork and continuous improvement impact 35% of job involvement. Meanwhile, beneficiary focus and empowerment-teamwork affect 34 and 47% of career satisfaction and organisational commitment, respectively. Significantly, empowerment-teamwork and continuous improvement determine 62% of job satisfaction. However, the low extent of training and education is challenging to enhance employees' positive emotions.Practical implicationsThis research provides further evidence on the importance of TQM practices to the leaders of INGOs. Therefore, to orient their resources towards TQM implementation to enhance work-related attitudes, and in turn, the performance of interventions in this challenging sector.Originality/valueThis research extends the knowledge regarding certain TQM practices that naturally and variably empower job and career satisfaction, job involvement, and organisational commitment within the INGOs. Therefore, to confirm the validity of this research direction in a new uncovered sector, which has its own specificities.

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Total Quality Management Boosters and Blockers in a Humanitarian Setting: An Exploratory Investigation

Cited by 5 publications

References 26 publications

Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria

Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria

Power dynamics and participation within humanitarian coordination groups: A case study of the MHPSS Taskforce in Lebanon

The effect of TQM practices on INGOs' staff work-related attitudes

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