TY - JOUR

AB - Purpose– The purpose of this paper is to integrate the ISO high

hugh
high management.Design/methodology/approach– This study promotes a process approach when
developing, implementing, and improving the effectiveness of hospital service quality to enhance patients’
satisfaction by meeting their requirements. This study completes the hospital’s blueprints with the process
approach by using case study research methods such as in‐depth interviews with relevant personnel, on ‐site
observations, and experts’ advice.Findings– The results of hospital blueprints described in this study
comprise five‐plane lines to have systematic regulations. The ISO 9001:2008 process approach and service
blueprint are not merely a technological application for medical healthcare services, but rather a fully
patient‐driven, technologically integrated, and diligently implemented programme.Practical limitations–
Because of organisational financial confidentiality, this study does not consider the financial performance
of the case hospital, and the results of blueprints may be revised afterward.Originality/value– This paper
promotes the adoption of a process approach when developing, implementing, and improving the
effectiveness of a hospital outpatient service management system, to enhance outpatients’ satisfaction by
meeting their requirements.
VL - 24
IS - 5
SN - 1754-2731
DO - 10.1108/17542731211261575
UR - https://doi.org/10.1108/17542731211261575
AU - Ru Chen Hsiang
AU - Cheng Bor‐Wen
PY - 2012
Y1 - 2012/01/01
TI - Applying the ISO 9001 process approach and service blueprint to hospital management systems
T2 - The TQM Journal
PB - Emerald Group Publishing Limited
SP - 418
EP - 432
Y2 - 2020/07/23
ER -