Evaluating the Deming management model of total quality in services

Evaluating the Deming management model of total quality in services

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Article ID: iaor2009218
Country: United States
Volume: 35
Issue: 3
Start Page Number: 393
End Page Number: 422
Publication Date: Jul 2005
Journal: Decision Sciences
Authors: ,
Keywords: decision theory, service, health services
Abstract:

This article uses the Deming management model developed by Anderson et al. as an initial template to analyze total quality in services. While the literatures addressing quality management have developed separately for products and services, the founders of total quality portrayed this management philosophy as universally oriented. Our study first replicates two earlier studies that tested the Deming management model in manufacturing industries. Using hospitals as our unit of analysis, we realized findings similar to the earlier manufacturing studies. Next, we used contributions from the MBNQA literature to test an enhanced model.

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