Total Relationship Management Research Articles

Development of the Viable System Model of Partner Relationship Management of the Company

This paper considers the main instruments for relationship management between the company and different partners. The purpose of the study is to improve the theoretical foundations of the development of a system of total relationship management of the company with the main groups of interaction actors, taking into account relationships with all groups of partners of the company. The model of the relationship management system of the company on the basis of methodical apparatus of cybernetic modeling of viable systems is proposed. The model of the relationship management system of the company is presented as an entity (a metasystem) and an object of management (operating element), which is proposed in the form of relationship management processes with main groups of partners. The system of inter-company interactions, which reflects the development of individual relationship with a certain partner, is presented. Based on the structural-level and metasystem approaches, key levels and structure of enterprise relationships are identified. Five levels of relationship between the company and its partners – element, component, subsystem, system-wide, and metasystem levels are identified. These levels are presented in the form of recursive structure of the viable model of relationship management system of the enterprise.

Patient satisfaction and brand loyalty in health-care organizations in India

PurposeThis paper aims to examine the major factors affecting patients’ satisfaction and loyalty at a health-care organization in India.Design/methodology/approachA conceptual model has been developed that includes the behavioural dimensions of total quality management (TQM), patient satisfaction and loyalty. This study is exploratory in nature and has used the existing literature to build the conceptual model.FindingsA solution for improving the quality of health-care services can be found in the application of total relationship management and TQM, together with a customer orientation strategy.Practical implicationsThe results can be used creatively by hospitals to re-engineer and redesign their quality management processes and reorient the future directions of their more effective health-care quality strategies.Originality/valueIn this research, a study is described involving a new instrument and a new method which assure a reasonable level of relevance, validity and reliability, while being explicitly change-oriented.

Strategic Alliances, Total Relationship Management (TRM) and 5 QS - Why Most of the Marriages and Strategic Alliances are not Sustainable?

Abstract The paper describes theoretically with some empirical evidences the decision and result of strategic alliance as a relationship between people or as a love affair and a commitment to marriage which is ideally, based on shared interest, love, mutual trustworthiness, and commitment to continue the relationship. The main point is that, just as successful human marriages require clarity of needs, purpose, maturity, preparation, patience, nurturing, flexibility, commitment, trust, and compromise, so too will such prerequisites apply to successful organizational strategic alliance relationships. The main task of this conceptual research is to identify the reasons for failures (non-sustainability) of strategic alliances to answer the question of why do they fail. The problem will be later on (phase 2) analysed taking into consideration different industry sectors located in different countries

Approaches for reducing medical errors and increasing patient safety

Purpose – The purpose of this paper is to identify the shortcoming of a health-care institution to reduce the medical errors (MEs) which lead to the increase of physicians and patients relationship. Design/methodology/approach – Total relationship management (TRM) emphasizes the totality and the holistic nature of a relationship. It includes five generic quality dimensions (5 Qs) and measurements. 5 Qs will be used in the paper to identify the shortcoming of a health-care institution, identify and reduce the MEs which lead to the increase of the patient safety and doctors and patients satisfaction. Findings – The paper shows that there is a need for a health-care system response to error that moves the system toward being as fail-Zero tolerant and failsafe as possible rather than one that blames the clinician who may have erred. Research limitations/implications – The proposed 5 Qs model consists of some generic integrated dimensions. Practical implications – Teamwork practice, holistic view and integration of different competences and recourses will allow the support of information systems, the collection of evidence about care, and efforts for continuous quality improvement. Social implications – This research attempts to contribute to the previous academic studies and knowledge in quality of medical and health care by reducing the MEs and increasing patient safety. Originality/value – The 5 Qs can be used as diagnostic instrument to identify and understanding of how MEs and AEs occur and suggest prevention strategies to reduce patient severity and dissatisfaction. The main goal of such prevention strategies is to reduce the probability of error occurrence and increase the probability that the error would be remedied before an inadvertent injury occurred.

Total Relationship Management (TRM) and 5 Qs Model as New Management Techniques: A Comparative Study for a Knowledge-Intensive Sector

The aim of this research is to develop a new conceptual quality assessment model including behavioural dimensions of student- professor relationship and student satisfaction for knowledge-intensive ...

Innovation in higher education quality assurance: an empirical study of Sweden and Egypt

Purpose – The aim of this research is to innovate a new quality assessment and assurance techniques based on a holistic and multifunctional perspective, to examine the major factors affecting students' perception of cumulative satisfaction and to address the question whether students in Sweden and Egypt evaluate quality of higher education similarly or differently. Design/methodology/approach – From the literature review, a draft questionnaire was constructed and tested to ensure that the instrument solicit information that is appropriate to internal and external quality assurance. The final draft questionnaire containing five quality constructs (5Qs) was distributed among university students in Sweden and Egypt. The collected data was analysed. Findings – In this research, we describe a study involving a new instrument, i.e. the 5Qs model. We modelled the student satisfaction as a function of the 5Q dimensions based on total relationship management (TRM) philosophy. To the extent possible, we draw upon scales which had been used in management, sociological, medical and pedagogical literature. Practical implications – The TRM strategy and 5Qs tool should be implemented to inspire all employees at the university, faculty and department to understand its main philosophy and approach. Originality/value – This study presents an innovative quality evaluation and assurance model. The new 5Qs model, methodology, together with its implementation, has proved beneficial in terms of structure for designing a higher education quality measurement instrument and a framework for prioritising results and findings.

Measuring, evaluating and improving hospital quality parameters/dimensions – an integrated healthcare quality approach

This paper aims to examine the major factors affecting cumulative summation, to empirically examine the major factors affecting satisfaction and to address the question whether patients in Kazakhstan evaluate healthcare similarly or differently from patients in Egypt and Jordan. A questionnaire, adapted from previous research, was distributed to Kazakhstan inpatients. The questionnaire contained 39 attributes about five newly-developed quality dimensions (5Qs), which were identified to be the most relevant attributes for hospitals. The questionnaire was translated into Russian to increase the response rate and improve data quality. Almost 200 usable questionnaires were returned. Frequency distribution, factor analysis and reliability checks were used to analyze the data. The three biggest concerns for Kazakhstan patients are: infrastructure; atmosphere; and interaction. Hospital staffs concern for patients' needs, parking facilities for visitors, waiting time and food temperature were all common specific attributes, which were perceived as concerns. These were shortcomings in all three countries. Improving health service quality by applying total relationship management and the 5Qs model together with a customer-orientation strategy is recommended. Results can be used by hospital staff to reengineer and redesign creatively their quality management processes and help move towards more effective healthcare quality strategies. Patients in three countries have similar concerns and quality perceptions. The paper describes a new instrument and method. The study assures relevance, validity and reliability, while being explicitly change-oriented. The authors argue that patient satisfaction is a cumulative construct, summing satisfaction as five different qualities (5Qs): object; processes; infrastructure; interaction and atmosphere.

The quality of health care and patient satisfaction

To examine the major factors affecting patients' perception of cumulative satisfaction and to address the question whether patients in Egypt and Jordan evaluate quality of health care similarly or differently. A conceptual model including behavioural dimensions of patient-physician relationships and patient satisfaction has been developed. As the empirical research setting, this study concerns three hospitals in Egypt and Jordan. The survey instrument in a questionnaire form was designed to achieve the research objectives. A total of 48 items (attributes) of the newly developed five quality dimensions were identified to be the most relevant. A total of 224 complete and usable questionnaires were received from the in-patients. Hospital C has above-average total and dimensional qualities and patients are the most satisfied in accordance with all dimensions of services. Hospitals A and B have under-average total qualities as the majority of patients are not satisfied with services. Comparing hospitals A and B, in the majority of dimensions (with the exception of Q5), the quality in hospital B is higher than in hospital A. Patients' satisfaction with different service quality dimensions is correlated with their willingness to recommend the hospital to others. A cure to improve the quality for health-care services can be an application of total relationship management and the 5Qs model together with customer orientation strategy. The result can be used by the hospitals to reengineer and redesign creatively their quality management processes and the future direction of their more effective health-care quality strategies. In this research a study is described involving a new instrument and a new method which assure a reasonable level of relevance, validity and reliability, while being explicitly change-oriented. This study argues that a patient's satisfaction is a cumulative construct, summing satisfaction with five different qualities (5Qs) of the hospital: quality of object, processes, infrastructure, interaction, and atmosphere.

Total relationship and logistics management

Proposes that many of business and non‐business disciplines have much to offer logistics. Also reveals that there are many theories from other disciplines that are potentially relevant to the examination and study of logistics. States that becoming a more creative logistics manager is not just a matter of practicing new techniques and methodologies, but it is also about being aware of the fundamental differences between the past and current situations. Proposes that managers have to realize that the most important point is having the right type of atmosphere and environment in which employees are encouraged to create, coordinate, and improve the entire business, including facilitating a reliable network of relationships and market channels. States that total quality management (TQM) and total relationship management (TRM) may make a fruitful contribution to the logistics and supply chain management.

Total relationship management (TRM) and total quality management (TQM)

Companies operate and compete in a highly and aggressive global climate. This climate has led to an increased emphasis on quality. TQM focuses on the integration and co‐ordination, as well as on the continuous improvement of all activities and processes. Total relationship management (TRM) is a very recent marketing strategy and philosophy. It focuses on and is concerned with all integrated internal and external activities within and between organizations. TQM in marketing can have a major impact upon an organization by improving customer relationships and satisfaction, reducing marketing expenses, increasing sales as well as providing a competitive edge. This paper, is a theoretical and conceptual one, provides marketing and management implications on how to integrate TQM and TRM in order to achieve better quality of the relationships, product/service and the process. The aim of this paper is to shed light on how these approaches, i.e. TRM and TQM, can be integrated, and to suggest how the work on TQM can add impetus to successful TRM. First, the definition and the main philosophy behind TRM are discussed. The common grounds of TQM and TRM are identified. Then some TQM tools are suggested to be used by TRM approach to improve its functions.

Exploring the common ground of total relationship management (TRM) and total quality management (TQM)

This paper is a continuation of our research effort to develop a new approach to total relationship management. It is a theoretical and conceptual one, providing marketing and management ideas on how to integrate total quality management (TQM) and total relationship management (TRM) in order to achieve better quality relationships, product/service and process. Aims to shed light on how TRM and TQM can be integrated, and to suggest how the work on TQM can add impetus to successful TRM. First, the role of quality in customer satisfaction and relationships, and the main philosophy behind TRM, are discussed. TRM, quality, loyalty and profitability are examined; some TQM tools are suggested for possible use with the TRM approach to improve its functions. Finally, the common grounds of TQM and TRM, and the common principles for TRM success, are identified.