管理TQM的软面:社会关怀多服务组织的探索性研究

IF 3.8 Q2 MANAGEMENT TQM Journal Pub Date : 2023-03-28 DOI:10.1108/tqm-01-2022-0037
Nicola Capolupo, Zuzana Virglerová, Paola Adinolfi
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引用次数: 3

摘要

目的探讨社会护理组织的全面质量管理(TQM)软领域效能,以确定一个组织的项目成功在多大程度上可能源于软TQM关键成功因素单位(位于萨莱诺),以探索哪些软因素有助于社会护理多功能组织的成功。FindingsOrganizations对某些项目的处理,例如以软TQM问题为中心,可以将它们配置为多服务组织。因此,提出了一个多服务社会护理组织的概念模型。实际意义从管理的角度来看,这项研究提供了一个有趣的成功案例,一个多服务的社会护理组织每年在假肢援助上的总支出为2000万欧元。初步数据显示,通过翻新项目,萨莱诺当地卫生部门的公共支出减少了13%。原创性/价值该论文有助于软全面质量管理文献的争论:尽管意大利当地卫生专业人员似乎意识到软全面质量控制问题的实施,并有意识地将其应用于他们的组织和项目中,但这种情况更多地发生在文献中出现的特定CSF中。因此,本文为在社会护理组织绩效衡量中采用TQM软问题的进一步定量和理论研究铺平了道路。
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Managing TQM's soft side: an explorative study of social care multiservice organizations
PurposeThis paper explores total quality management (TQM) soft domain efficacy in social care organizations to determine the extent to which an organization's project success may stem from soft TQM critical success factors (CSFs).Design/methodology/approachNon-structured interviews were conducted with 16 managers overseeing the prosthetic device regeneration project of the Italian local health unit (located in Salerno) to explore which soft factors could contribute to the success of a social care multifunctional organization.FindingsOrganizations' handling of certain projects, such as pivoting on soft TQM issues, may allow them to be configured as multiservice organizations. Therefore, a conceptual model of a multiservice social care organization is proposed.Practical implicationsFrom a managerial perspective, this study presents an interesting success case of a multiservice social care organization with a total annual expenditure of €20 million on prosthetic assistance. Preliminary data show a 13% reduction in public expenditure for Salerno's local health unit via a refurbishment project.Originality/valueThe paper contributes to the soft TQM literature debate: although Italian local health professionals appear aware of soft TQM issues' implementation and consciously apply them in their organization and projects, this occurs more with specific CSFs emerging from the literature. Therefore, this article paves the way for further quantitative and theoretical investigations on the adoption of TQM soft issues in social care organizations' performance measurement.
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来源期刊
TQM Journal
TQM Journal Business, Management and Accounting-Business, Management and Accounting (all)
CiteScore
9.10
自引率
0.00%
发文量
114
期刊介绍: Commitment to quality is essential if companies are to succeed in a commercial environment which will be virtually unrecognizable in less than a decade. Changing attitudes, changing perspectives and changing priorities will revolutionise the structure and philosophy of future business practice - and TQM will be at the heart of that metamorphosis. All aspects of preparing for, developing, introducing, managing and evaluating TQM initiatives.
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