Abd. Manaf, Noor Hazilah
(2009)
Practice follows structure : QM in Malaysian public hospitals.
Mesuring Business Excellence, 13 (1).
ISSN 1368-3047
Abstract
Purpose – The main aim of this study is to provide an empirical analysis on the practice of quality
management among employees of Malaysian public hospitals at the district, state and national level
hospitals. This paper aims to perform a comparative analysis on quality management practices among
the three levels of hospitals.
Design/methodology/approach – The main method of data collection was self-administered
questionnaire, and cluster sampling was used to select the respondent hospitals, while respondent
employees were selected by stratified random sampling. Altogether 23 public hospitals throughout
Peninsular Malaysia participated in the survey.
Findings – Practice of quality management was found to be significantly higher in district hospitals than
in the national referral centre. However, there was no significant difference in perception on
implementation outcome between the three levels of hospitals. Among the factors of quality
management, teamwork was found to be significantly higher in district hospitals than in state hospitals
and the national referral centre. Leadership and management commitment were found to be
significantly higher in district and state hospitals than in the national referral centre. The effect of
organizational structure could have an effect on practice of quality management.
Originality/value – Empirical studies on the effect of organisational structure on practice of quality
management among employees of Malaysian public hospitals have never b
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