| The administrators perceived the turbulent environment and difficult to operate after the implementation of NHI (National Health Insurance). The president of hospital usually adopted TQM to improve the competence because that there is always many miscommunication, low efficient and waste besides the changing of environment. But there are many barriers when they implement the TQM to their organizations. Health care services is very different from general goods, the providers should be qualified and have professional skill. The gaps of service quality concept between providers and customers will influence the satisfaction of customers. We try to deeply explore the causes that can affect the performance of TQM implementation, and expect to suggest how to modify the way to adjust and plan. We propose three conclusions as follows. The first is that staffs working in medical department face the pressure from their customers directly, so they were more sensitive on customer management than nursing and paramedical departments. We suggest that administrators could reach the unity of service quality via continuously training to communicate the customers¡¦ expectation and attitude of their organization. The second is that although the department size is constrained by law, but it still causes worse communication of customers¡¦ information when the size is too big or too small. The administrators should improve the delivery and rich of information by training course, and it also can increase the realization within different departments. The third is that the result showed us the culture of TQM can significantly positive influence the perception of TQM activities implementation, and the perception of TQM activities implementation can significantly positive affect the TQM performance. Based on the results, the administrators should remind their staffs to pay attention and try their best to reach organizational goal via training and motivation. Thus we not only can improve service quality and public praise, but also can reduce the administrative cost. |
Updated 03/19/2014