Title: The impact of total quality management practices on employee empowerment in the healthcare sector in Saudi Arabia: a study of King Khalid Hospital

Authors: Rateb J. Sweis; Ali Al-Mansour; Mohammad Tarawneh; Ghadeer Al-Dweik

Addresses: Department of Business Administration, University of Jordan, 11942, Amman, Jordan ' Department of Business Administration, University of Jordan, Al-Jubaiha 11941, Amman, Jordan ' International Sciences Center, Al-Jubaiha 11941, Amman, Jordan ' Department of Nursing, Applied Science University, 11931-166, Amman, Jordan

Abstract: The impact of TQM practices on employee empowerment has not been investigated in the literature. Therefore, the purpose of this unique study is to examine the impact of TQM predictors (i.e., training, teamwork, top management commitment, continuous improvement, and customer satisfaction) on employee empowerment in Saudi healthcare. A proposed research model and hypotheses are developed based on a comprehensive literature review and tested by using a questionnaire-based survey, distributed to collect data from employees working at King Khalid Hospital in Saudi Arabia. Results indicate that TQM practices when implemented have a favourable impact on employee empowerment. The study concluded that empowerment levels look healthy and stronger under existence of effective training programmes, cooperation and teamwork, committed top management, continuously improved process, and satisfied customers. The main limitation of this study is that it is conducted with one hospital. The academic and managerial implications of the findings for managers, decision-makers and researchers are discussed and further research directions are offered.

Keywords: total quality management; TQM; employee empowerment; healthcare management; Saudi Arabia; hospitals; training; teamwork; top management commitment; continuous improvement; customer satisfaction.

DOI: 10.1504/IJPQM.2013.056149

International Journal of Productivity and Quality Management, 2013 Vol.12 No.3, pp.271 - 286

Available online: 11 Aug 2013 *

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