Overcoming Barriers to Effectiveness in a Health Care Operational Environment: Building on the Lessons of American Industry
Document Type
Article
Publication Date
9-1-1999
Description
Several of the manufacturing-based philosophies, techniques and tools, such as Total Quality Management (TQM), Continuous Improvement (CI), Business Process Reengineering (BPR) and Time-based Competition (TBC) have been successfully adapted for use within the service sector. Diverse service industries including airlines, insurance, food services and hospitality have increased customer satisfaction and performance through the use of the quality driven, manufacturing-based philosophies. This article explores the reasons for the limited success of TQM/CI, BPR, TBC and benchmarking within the health care industry. Sixteen barriers to change are identified, possible counter-measures to these barriers are outlined and two conceptual frameworks are offered as possible facilitators of change for the health care industry.
Citation Information
Zimmerer, Linda Williams; Zimmerer, Thomas William; and Yasin, Mahmoud M.. 1999. Overcoming Barriers to Effectiveness in a Health Care Operational Environment: Building on the Lessons of American Industry. Health Marketing Quarterly. Vol.17(1). 59-81. https://doi.org/10.1300/J026v17n01_06 PMID: 11066723 ISSN: 0735-9683