Volume 16, Issue 54 (1-2014)                   jha 2014, 16(54): 82-96 | Back to browse issues page

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Taghizadeh Herat A, Noorossana R. Re - conceptualization of Customer Results Criterion of Organizational Excellence Model for the Health Care Sector in the Iranian National Productivity and Excellence Award . jha. 2014; 16 (54) :82-96
URL: http://jha.iums.ac.ir/article-1-1325-en.html
1- Assistant Professor of Industrial Engineering Department, Faculty of Technology and engineering, Parand branch of Islamic Azad University, Tehran, Iran Islamic Azad University, faculty of technology and engineering, industrial engineering department , taghizadeh@piau.ac.ir
2- Professor of Industrial Production Department, School of Industrial Engineering, Iran University of Science and technology, Tehran, Iran University of Science and technology of Iran
Abstract:   (3641 Views)


  Introduction: The literature and t he experiences of different countries, introduces the implementation of organizational excellence models in health care sector as a way to achie ve a developed health care system. T his study focused on the process of re-conceptualization of Customer Results criterion in organizational excellence model .

  Methods: T he first edition of the criteri on was designed through library studies and synthesizing method. Then, two questionnaire s were designed and Delphi Method was used to collect experts' ideas on the criteri on . Cronbach’s Alpha was used to test t he reliability of the questionnaire s. Content Validity was also used to test its validity . T he second edition of Customer Results criterion was prepare d using Focus Groups and i n the third stage, the second edition was reviewed in National Productivity and Excellence Award committee . For the fourth stage the criterion was uploaded to the website of A ward then the health and treatment committee of award , as well as the managers and experts in the field of organization excellence and award assessors were asked to give their opinions on the criterion which was then revised according to the collected opinions.

  In the final stage , the model was implemented in 23 hospitals to test its validity and then necessary modifications were applied.

  Results: There are more than 200 points f or a better understanding of general organizational excellence model in health and treatment sector . The y are categorized into two groups : 156 guide points for sub criterion of organizational excellence model and 95 complementary points which are supplement guide points.

  Conclusion: The r e-conceptualization process of Customer Results c riterion in the European Foundation for Quality Management Excellence Model for the Health Care Sector covers different aspects of the criterion. Therefore, it can be used by many users and when implemented can help them achieve the most developed health care system.


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Type of Study: Research | Subject: General
Received: 2013/05/22 | Accepted: 2013/09/29 | Published: 2013/11/20

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