Performance Measurement Using MBNQA (Malqolm Baldridge National Quality Award) Criteria at Makassar Islamic Hospital

Main Article Content

Muhammad Ade Rivandy Ridwan
Fridawaty Rivai
Lalu Muhammad Saleh

Abstract

The application of improving the quality of service is very much needed in this era of globalization. Malcolm Baldrige Criteria for Performance Excellence-(MBCfPE) better known as the Baldrige Criteria is one method that can provide a solution to this problem. This study aims to analyze the implementation of Total Quality Management using the MBNQA criteria at the Isalam Faisal Hospital in Makassar. This type of research is a quantitative research using an observational study with a cross sectional study design. Collecting data in the form of a questionnaire. The sample in this study were all staff and leaders at the Faisal Islamic Hospital in Makassar, amounting to 258 respondents. The results showed, based on MNQA calculations, Faisal Islamic Hospital Makassar was at the Igood Performance level with a value of 738. The final conclusion of measuring the performance of Faisal Islamic Hospital Makassar with this score illustrates that the performance of Faisal Makassar Islamic Hospital is still not good. Therefore, proactive planning needs to be made and implemented, not only reactive to problems. It is suggested to the hospital management that it is necessary to conduct an evaluation using the PDCA cycle method, so that the strategic plan that has been made can be carried out effectively.

Downloads

Download data is not yet available.

Article Details

How to Cite
Ridwan, M. A. R., Rivai, F., & Saleh, L. M. (2022). Performance Measurement Using MBNQA (Malqolm Baldridge National Quality Award) Criteria at Makassar Islamic Hospital . Journal of Asian Multicultural Research for Medical and Health Science Study, 3(3), 16-24. https://doi.org/10.47616/jamrmhss.v3i3.301
Section
Articles

References

Aamer, A. M., Al-Awlaqi, M. A., & Alkibsi, S. M. (2017). TQM implementation in a least developed country: an exploratory study of Yemen. The TQM Journal.

Ahmad, M. (2011). Analisis Manajemen Mutu Terpadu (TQM) dalam Pelayanan Rumah Sakit. Accessed on https://www. google. com/url.

Aladwan, S. A. T. (2017). The impact of TQM and service employee satisfaction on government service quality: an empirical study in the Jordanian public sector (Doctoral dissertation, University of Birmingham).

Ayuningtyas, D., Tambunan, S., Bachtiar, A. 2005. Penilaian Mutu Rumah Sakit Tugu Ibu Dengan The Malcolm Baldrige National Quality Award Tahun 2005. Penilaian Mutu Rumah Sakit, JMPK Vol. 08/No.04/Desember/2005. Jakarta.

Baird, K., Hu, K. J., & Reeve, R. (2011). The relationships between organizational culture, total quality management practices and operational performance. International Journal of Operations & Production Management.

Barclay, C. A. (1993). Quality strategy and TQM policies: empirical evidence. MIR: Management International Review, 87-98.

Dayton, N. A. (2001). Total quality management critical success factors, a comparison: the UK versus the USA. Total Quality Management, 12 (3). 293-8.

Deming, W.E. (1986), Out of the Crisis, Center for Advanced Engineering Study. Massachusetts Institute of Technology, Cambridge, MA.

François, P., Peyrin, J. C., Touboul, M., Labarère, J., Reverdy, T., & Vinck, D. (2003). Evaluating implementation of quality management systems in a teaching hospital’s clinical departments. International Journal for Quality in Health Care, 15(1), 47-055.

Fu, S. L., Chou, S. Y., Chen, C. K., & Wang, C. W. (2015). Assessment and cultivation of total quality management organisational culture–an empirical investigation. Total Quality Management & Business Excellence, 26(1-2), 123-139.

Giaccio, M., Canfora, M., & Del Signore, A. (2013). The first theorisation of quality: Deutscher Werkbund. Total Quality Management & Business Excellence, 24(3-4), 225-242.

Gimenez-Espin, J. A., Jiménez-Jiménez, D., & Martínez-Costa, M. (2013). Organizational culture for total quality management. Total Quality Management & Business Excellence, 24(5-6), 678-692.

Griffin, R., & Van Fleet, D. (2013). Management skills: Assessment and development. Cengage Learning.

Jarrett, J. E. (2015). Total quality management (TQM) movement in public health. International journal of quality & reliability management.

Juran, J. (1989), Juran on Leadership for Quality. New York, NY: Free Press

Kasali, R. (1994). Manajemen Public Relations: konsep dan aplikasinya di Indonesia. Jakarta: Pustaka Utama Grafiti. 1994.

Kotler, P., Shalowitz, J. I., & Stevens, R. J. (2008). Strategic marketing for health care organizations: building a customer-driven health system. John Wiley & Sons.

Laksono, 2008. Analisis Kepuasan dan Hubungannya dengan Loyalitas Pasien di Rawat Inap di RumahSakit Dedi Jaya Kabupaten Brebes. Program Studi Magister Ilmu Kesehatan Masyarakat. Thesis. Universitas Diponegoro

Manurung, J. M. (2018). Kajian Implementasi Mutu dengan Pendekatan Integrasi Six Sigma dan TQM Melalui Penilaian Malcolm Baldridge di Rumah Sakit Charitas Palembang. Jurnal Administrasi Rumah Sakit Indonesia, 3(2).

Purwaningrum, S.N., Kuntjoro, T. 2007. Evaluasi Kinerja RSUD Kabupaten Brebes dengan Pendekatan The Malcolm Baldrige National Quality Award Tahun 2006. Program Magister Kebijakan dan Manajemen Pelayanan Kesehatan Universitas Gadjah Mada. Yogyakarta.

Soeroso, S. H. (2003). Analisis Kepuasan Konsumen dalam Mengkonsumsi Produk Rumah Makan Arwana di Yogyakarta. dspace.uii.ac.id

Taylor, W.A., and Wright, G.H. (2003). A Longitudinal Study of Tqm Implementation: Factors Influencing Success and Failure. The International Journal of Management Science (31). 97-111.

Vanichchinchai, A., & Igel, B. (2011). The impact of total quality management on supply chain management and firm's supply performance. International Journal of Production Research, 49(11), 3405-3424.

Weckenmann, A., Akkasoglu, G., & Werner, T. (2015). Quality management–history and trends. The TQM Journal.

Yang, C. C. (2003). The establishment of a TQM system for the health care industry. The TQM Magazine.

Yusuf, M. (2017). Pengukuran Kinerja dengan Menggunakan Baldrige Excellence Framework (BEF) di Rumah Sakit Umum Daerah Kudungga Sangatta Kabupaten Kutai Timur. Universitas Hasanuddin.