Hsiang Ru Chen and Bor‐Wen Cheng
The purpose of this paper is to integrate the ISO 9001:2008 and blueprints by using a process approach, to have systematic regulation in hospital quality management.
Abstract
Purpose
The purpose of this paper is to integrate the ISO 9001:2008 and blueprints by using a process approach, to have systematic regulation in hospital quality management.
Design/methodology/approach
This study promotes a process approach when developing, implementing, and improving the effectiveness of hospital service quality to enhance patients’ satisfaction by meeting their requirements. This study completes the hospital’s blueprints with the process approach by using case study research methods such as in‐depth interviews with relevant personnel, on‐site observations, and experts’ advice.
Findings
The results of hospital blueprints described in this study comprise five‐plane lines to have systematic regulations. The ISO 9001:2008 process approach and service blueprint are not merely a technological application for medical healthcare services, but rather a fully patient‐driven, technologically integrated, and diligently implemented programme.
Practical limitations
Because of organisational financial confidentiality, this study does not consider the financial performance of the case hospital, and the results of blueprints may be revised afterward.
Originality/value
This paper promotes the adoption of a process approach when developing, implementing, and improving the effectiveness of a hospital outpatient service management system, to enhance outpatients’ satisfaction by meeting their requirements.
Details
Keywords
The quality of information sharing is of the utmost importance for supply chains (SCs). The purpose of this paper is to improve understanding of the human attitude: willingness to…
Abstract
Purpose
The quality of information sharing is of the utmost importance for supply chains (SCs). The purpose of this paper is to improve understanding of the human attitude: willingness to share, its antecedents and its role in improving information sharing quality.
Design/methodology/approach
Based on information sharing theory, a theoretical model and research hypotheses are developed. Data from 387 respondents were collected to test the hypotheses and model fit using structural equation modelling and mediation analysis. The impact of social-psychological factors and information technology (IT) infrastructure capability on willingness to share information and, consequently, its effect on information sharing quality were analysed using IBM SPSS Statistics, PROCESS and AMOS.
Findings
The statistical analysis showed a good model fit. Trust is the most important antecedent for willingness to share, while the impacts of commitment and reciprocity are also significant. Interestingly, power is not a significant antecedent of willingness. Life satisfaction is a significant precursor to willingness to share information, whereas surprisingly overall job satisfaction does not play a significant role.
Research limitations/implications
Cross-sectional data were used and the scope was limited to SCs.
Practical implications
Managers should be aware that trust, commitment and reciprocity with their SC partners influence the willingness to share information with varying effects. Access to proper IT capabilities increases willingness as does the life satisfaction. SC individuals who are happy with life are more willing. Interestingly, high power might get the sharer to share information albeit unwillingly.
Originality/value
The model provides a social-psychological understanding of the antecedents of human willingness to share information, which is crucial to sharing quality information. Overall, the social-psychological and IT factors model based on information sharing theory is statistically valid for the SC context.