Quality Management Journal - October 2019 - ASQ

Quality Management Journal - October 2019

Volume 26 • Number 4



  • The Effectiveness of ISO 9001-Based Healthcare Accreditation Surveyors and Standards on Hospital Performance Outcomes: A Balanced Scorecard Perspective
    By William J. Ritchie, John Ni, Eric M. Stark & Steven A. Melnyk
    The purpose of this study was to explore the effectiveness of a new ISO 9001-based healthcare standard by examining the impact of the surveyor (auditor) on adoption outcomes through the lens of the balanced scorecard framework. Using survey data from 88 hospitals that adopted the new standard, the authors illustrate how the surveyor’s relationship with staff impacts process outcomes and hospital goal attainment. Supporting the sequential nature of the balanced scorecard perspective, their findings suggest that quality management programs must be grounded with knowledgeable surveyors who serve as a resource to the hospital. These conditions are positively associated with improved operations, enhanced relationships with hospital customers, and overall hospital performance. The surveyor-staff relationship emphasized in this study corroborates recent investigations suggesting there must be goal alignment between accrediting bodies and adopting organizations, and quality improvement impacts organizational goals through a sequential process. The authors also found that the surveyor plays a critical role in educating hospital staff regarding linkages between accreditation standards and hospital goals. Overall, hospital managers reported that adopting the ISO 9001-based standard improved relationships with government, insurance companies, and patients and increased overall performance objectives.
  • An Empirical Study of the Application of Lean Tools in U.S. Industry
    By Marvin E. Gonzalez, Gioconda Quesada, Carlo A. Mora-Monge & Maitland E. Barton
    Lean manufacturing involves implementing a variety of tools and practices for the purpose of reducing waste and increasing an organization’s overall productivity. The movement toward lean thinking that has gained incredible popularity in recent decades has changed the way businesses operate, and such tools have become essential for maintaining a competitive edge, both regionally and internationally. This article examines the application of lean tools in various U.S. industries to further clarify the impact lean processes may have on an American business’s production and efficiency. To gather the necessary information and experiences of U.S. organizations, the authors executed a thorough literature review to secure topics and concerns that must be addressed in a survey. The survey derived from their findings from the relevant literature was distributed to U.S. industries spanning the nation, whose feedback provides a holistic view of lean process applications throughout the country. The analysis of the information collected from the survey demonstrates how lean tools have influenced American industries and allows one to see which lean practices contribute the greatest to overall company performance, as well as observe patterns in how company characteristics (that is, ownership, size, industry) may affect the successful implementation of lean processes.
  • Understanding the Quality Management of Private Universities in Bangladesh: A Hierarchical Model
    By Md. Moazzem Hossain & Mohammad Alamgir Hossain
    The purpose of this study is to understand the quality management of private universities. Prior studies argued that “quality management” in higher education is a multi-faced phenomenon; however, little was known about the details of its nature. From extant literature, this current study, therefore, developed a multi-order hierarchical model. The model has been validated with survey data. Data were collected from six private universities in Bangladesh. A survey was conducted of 400 participants, with a 93.25 percent response rate. The analysis was performed using a partial least squares path modeling technique. The results suggest that quality management of the higher education system can be explained as a third-order model, where quality management is reflected by educational, administrative, and societal qualities. The results also show that the quality of a private university is related more to its administrative activities than to its curricula. Moreover, the respondents considered “image” to be a serious issue when evaluating the quality of a private university. In the higher education context, this study is the first reported initiative that explains quality management as a multi-order hierarchical reflective model. The implications of the findings have been discussed.


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