Title: A multi-level examination of leadership practices in quality management: implications for organisational performance in healthcare

Authors: Mesut Akdere

Addresses: Administrative Leadership, University of Wisconsin-Milwaukee, PO Box 413, Milwaukee, WI 53201-0413, USA

Abstract: Organisations are continuously challenged to become more strategic, productive and cost-effective. As a result, quality management has become increasingly important to achieve desired organisational performance outcomes. Quality management considers leadership an important component to implement and sustain quality products and services to increase organisational performance outcomes. Using a large sample of healthcare professionals, this paper investigates the relationship between leadership practices and organisational performance outcomes from a quality management framework. The findings suggest that leadership practices in quality management are positively related to employee satisfaction, customer satisfaction and financial performance outcomes. Implications for leadership and quality management practice are also discussed.

Keywords: customer satisfaction; employee satisfaction; healthcare; leadership practices; performance improvement; quality management; financial performance.

DOI: 10.1504/IJLC.2007.017117

International Journal of Learning and Change, 2007 Vol.2 No.3, pp.325 - 341

Published online: 13 Feb 2008 *

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