Abstract
Problem statement: Today, organizations are willing to achieve quality as a source of competitive advantage. Therefore, their performance evaluation and quality improvement is essential. One of the international models in this field is Baldrige health care model. Approach: The study aimed to evaluate Performance Evaluation a teaching Hospital Affiliated to Tehran University of Medical Sciences Based on Baldrige Excellence Model. Performance was evaluated by two types Baldrige questionnaire (i.e., process and result criteria). Six process criteria (Leadership; Strategic Planning; Focus on Patients, Other Customers and Markets; Measurement, Analysis and Knowledge Management; Workforce Focus; and Process Management) with 12 sub-criteria, were evaluated based on four factors of Approach, Deployment, Learning and Integration. Results criteria with six sub- criteria were evaluated based on four factors of performance level, rate and breath of performance improvement, comparative and benchmark data and relevance of evaluation result scales. Results: The teaching hospital obtained 145/21 scores (26/40 percent) out of a total of 550 points in process criteria and 90/37 scores (20/08 percent) out of a total of 450 points in result criteria. Studied hospital obtained the highest score in Measurement, Analysis and Knowledge Management 28/1 scores (31/22 percent). In Sum, the hospital obtained 235/58 scores (23/55 percent) out of 1000 points. Conclusion: Scores obtained by hospital showed the first level of excellence. The outcome of this study clearly indicates that Baldrige model criteria act as a powerful tool to analyze the quality performance of the hospitals. The researchers attempted to create a common language and a roadmap in order to follow the path of excellence in health care organizations in Iran.
Highlights
IntroductionPerformance evaluation system which uses a quantified indicator system to measure and evaluate the performance in every organization in order to aware that rate of quality and utility ,especially in complicated and dynamic environment
Performance evaluation system which uses a quantified indicator system to measure and evaluate the performance in every organization in order to aware that rate of quality and utility,especially in complicated and dynamic environment.Performance evaluation in health care industry is essential in order to determine the situation and to improve and promote the organization (Miller et al, 2009)
The most frequently used international model in the world is MalcolmBaldrige Model (Baldrige National Quality Program, 2011).US organizations competing for the Malcolm Baldrige National Quality
Summary
Performance evaluation system which uses a quantified indicator system to measure and evaluate the performance in every organization in order to aware that rate of quality and utility ,especially in complicated and dynamic environment. Performance evaluation in health care industry is essential in order to determine the situation and to improve and promote the organization (Miller et al, 2009). The most frequently used international model in the world is MalcolmBaldrige Model (Baldrige National Quality Program, 2011).US organizations competing for the Malcolm Baldrige National Quality. Award are evaluated on seven criteria:leadership;strategic planning; customer focus; process management; and results(Chase,R.B,R.F.Jacobs and N.J.Aquilano,2008). ISO 9000 certification must meet eight broad quality management principles: customer focus, leadership, involvement of people, process approach and system approach to management.
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