Title: TQM implementation at public hospitals: a study in Turkey

Authors: Metin Kozak, Tuncer Asunakutlu, Baris Safran

Addresses: School of Tourism and Hospitality Management, Mugla University, 48170 Kotekli, Mugla, Turkey. ' Department of Business Administration, Mugla University, 48170 Kotekli, Mugla, Turkey. ' School of Tourism and Hospitality Management, Mugla University, 48170 Kotekli, Mugla, Turkey

Abstract: This study aims to identify employees| perceptions of the extent to which TQM programs are implemented into their hospital organisations; and to explore whether or not they perceive any problems with a successful implementation of TQM programs. According to the research findings, it appears that TQM perceptions are associated in the minds of hospital employees with the importance of their own responsibility and participation, patients| satisfaction, responsibility of upper-level management, measurement and reward system, and support of upper-level management. In addition, the responsibility of both upper-level management and employees has been raised as the most significant effect on employees| perceptions about the necessity of TQM programs at hospital settings.

Keywords: hospital management; organisational culture; Turkey; TQM implementation; total quality management; public hospitals; employee perception.

DOI: 10.1504/IJPQM.2007.012410

International Journal of Productivity and Quality Management, 2007 Vol.2 No.2, pp.193 - 207

Available online: 11 Feb 2007

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