Total Quality Management Practices and Organizational Performance-An MBNQA Model Based Study of Two Hospitals

Abstract

Delivering services with quality and to be customer oriented is a major concern for the hospital industry today. The new buzz word for the hospitals today is ‘customer centric ’. When it comes to quality management for the hospitals, what comes to mind is the total quality management. Almost all the corporate hospitals today maintain the quality department. Although TQM has been adopted by the hospitals in the western countries in the late twentieth century, its adoption in India is quite late. Practicing TQM not only improves the quality of services delivered, but also increases the profits. In view of the above the present paper tries to present a study of two hospitals in Hyderabad where TQM practices are being followed. MBNQA (Malcolm Baldrige National Quality Award) model has been adopted to identify the major TQM practices. The paper shows a relationship between the TQM practices and organizational performance of the two corporate hospitals in the city of Hyderabad where TQM practices are being followed and a quality control department is maintained to look after such practices.