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Business improvement and sustainable service quality in healthcare : a review and research agenda

Ramlan, Rohaizan and Ahmad, Kamilah (2014) Business improvement and sustainable service quality in healthcare : a review and research agenda. In: 4th International Conference On Engineering and Operation Management (IOEM) 2014, 7-9 Jan 2014, Bali, Indonesia.


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The Malaysian healthcare system has been expanding due to the increasing demand for the healthcare service in Malaysia. Moreover since the introduction of ‘health tourism’, this sector has become more competitive in attracting the patients as well as promoting the healthcare services in Malaysia. Due to this development, like elsewhere in the world, the healthcare sector in Malaysia is under pressure to deliver high quality service care. Current processes possibly with inherent inefficiencies and lack of integrated and sustainable approaches to improve services appear to be contributing to bottlenecks, waste and rising costs. Typically, these issues are addressed in isolation and healthcare organisations often fail to maintain the momentum to continually improve performance. This research agenda to develop a new and innovative integrated framework which will enable healthcare organisations to re-design their processes in a holistic manner and embed process improvement techniques to ensure sustainable improvement.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: business improvement; healthcare; service quality
Subjects: H Social Sciences > H Social Sciences (General)
R Medicine > RA Public aspects of medicine
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Normajihan Abd. Rahman
Date Deposited: 24 Jul 2016 07:16
Last Modified: 24 Jul 2016 07:16
URI: http://eprints.uthm.edu.my/id/eprint/8194
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