Total Quality Management: The Socio- Demographic and Operational-Financial Determinants for Users- Perception of the Services Quality
The aim of this paper is to know the sociodemographic
and operational-financial determinants of the services
quality perceived by users of the national health services. Through
the use of an inquiry conducted by the Ministry of Health,
comprehending 16.936 interviews in 2006, we intend to find out if
there is any characteristic that determines the 2006 inquiry results.
With the revision of the literature we also want to know if the
operational-financial results have implications in hospitals users-
perception on the quality of the received services. In order to achieve
our main goals we will make use of the regression analysis to find out
the possible dimensions that determine those results.
[1] Ancari, A.; Capalco, G., 2001. "Management of standardised public
services: a comprehensive approach to quality assessment" in Managing
Service Quality, Vol. 11, No. 5, pp.: 331 - 341.
[2] Araújo, Joaquim Filipe, 2002. Gestão Pública em Portugal: mudança e
persistência institucional. Coimbra: Quarteto Editora.
[3] Bendell, Tony; Boulter, Louise; Kelly, John, 1994. Implementing
Quality in the Public Sector. London: Pitman Publishing.
[4] Bovaird, Tony; Gregory, David, 1996. "Performance Indicators: The
British Experience" in Halachmi, Arie; Bouckaert, Geert (eds.),
Organizational Performance and Measurement in the Public Sector:
Toward Service, Effort and Accomplishment Reporting, London,
Quorum Books, pp.: 239 - 273.
[5] Bullivant, John, 1994. Benchmarking for Continuous Improvement in the
Public Sector. Essex: Longman Information & Reference.
[6] Cohen, Steven; Brand, Ronald, 1993. Total Quality Management in
Government: A Practical Guide for the Real World. San Francisco:
Jossey-Bass Publishers.
[7] Dawson, Sandra; Dargie, Charlotte, 2002. "New Public Management: a
discussion with special reference to UK health" in McLaughlin, Kate;
Osborne, Stephen; Ferlie, Ewan (eds.), New Public Management:
Current trends and future prospects, London, Routledge, pp.: 34 - 56.
[8] Dean Jr, James; Bowen, David, 2000. "Management Theory and Total
Quality: Improving Research and Practice Through Theory
Development" in Cole, Robert; Scott, Richard (eds.), The Quality
Movement & Organization Theory, London, Sage Publications, pp.: 3 -
21.
[9] Delaunay, Bénédicte, 2000. "Quality Commitments in French Public
Enterprise" in Yvonne, Fortin; Hassel, Hugo (eds.), Contracting in the
New Public Management: From Economics to Law and Citizenship,
Amsterdam, IOS Press, pp.: 199 - 213.
[10] Deming, Edwards, 1994. The New Economics: For Industry,
Government, Education - 2nd Edition. Cambridge: The MIT Press.
[11] Epstein, M. J. ; Manzoni, J., 1997. "The balanced scorecard and tableau
de bord: Translating strategy into action" in Management Accounting
(August): 28-36.
[12] Hood, Christopher, 1991. "A Public Management for all Seasons?" in
Public Administration, Vol. 69, pp.: 3 - 19.
[13] Johnston, Van, 1996. "Optimizing productivity Through Privatization
and Entrepreneurial Management" in Policy Study Journal, Vol. 24, No.
3, pp.: 444 - 463.
[14] Jordan, Hughes; Neves, Jo├úo; Rodrigues, José, 1990. O Controlo de
Gest├úo - Ao Servi├ºo da Estratégia e dos Gestores. Lisboa: Rei dos
Livros.
[15] Koehler, Jerry; Pankowski, Joseph, 1996. Quality Government:
Designing, Developing, and Implementing TQM. Florida: St. Lucie
Press.
[16] Lane, Jan-Erik, 2005. Public Administration and Public Management -
the principal-agent perspective. New York: Routledge.
[17] Morgan, Colin; Murgatroyd, Stephen, 1994. Total Quality Management
in the Public Sector: An international Perspective. Buckingham: Open
University Press.
[18] Morgan, Philip; Potter, Christopher, 1995. "Professional cultures and
paradigms of quality in health care" in Kirkpatrick, Ian; Lucio, Miguel
(eds.), The Politics of quality in the Public Sector, London, Routlegde,
pp.: 166 - 189.
[19] Pollitt; Christopher; Bouckaert, Geert, 1995. "Defining Quality" in
Pollitt; Christopher; Bouckaert, Geert (eds.), Quality Improvement in
European Public Services: Concepts, Cases and Commentary, London,
Sage Publications, pp.: 3 - 19.
[20] Pollitt, Christopher; Bouckaert, Geert, 2004. Public Management
Reform: A Comparative Analysis - 2nd Edition. Oxford: Oxford
University Press.
[21] Pollitt, Christopher; Harrison, Stephen, 1992. "Introduction" in Pollitt,
Christopher; Harrison, Stephen (eds.), Handbook of Public Services
Management, Oxford, Blackwell Publishers, pp.: 1 - 22.
[22] Santos, Victor (Executive Coordination), 2003. Estado da Nação - como
está o Portugal de hoje? (www.estadodanacao.net, consulted in
2007/02/10).
[23] Secretary to the Treasury, 1999. Public Services for the Future:
Modernisation, Reform, Accountability. Comprehensive Spending
Review - public service agreements 1999 - 2002, London, The
Stationery Office Limited.
[24] Suleiman, Ezra, 2003. Dismantling Democratic States. New Jersey:
Princeton University Press.
[25] Wegener, Alexander, 2000. "Management Contracts in International
Comparative Perspective: Experiences from Leading-Edge Local
Governments" in Yvonne, Fortin; Hassel, Hugo (eds.), Contracting in
the New Public Management: From Economics to Law and Citizenship,
Amsterdam, IOS Press, pp.: 107 - 126.
[26] www.ministério-sa├║de.pt (consulted in 6 April of 2007.
[27] www.ine.pt (consulted in 3 April of 2007).
[1] Ancari, A.; Capalco, G., 2001. "Management of standardised public
services: a comprehensive approach to quality assessment" in Managing
Service Quality, Vol. 11, No. 5, pp.: 331 - 341.
[2] Araújo, Joaquim Filipe, 2002. Gestão Pública em Portugal: mudança e
persistência institucional. Coimbra: Quarteto Editora.
[3] Bendell, Tony; Boulter, Louise; Kelly, John, 1994. Implementing
Quality in the Public Sector. London: Pitman Publishing.
[4] Bovaird, Tony; Gregory, David, 1996. "Performance Indicators: The
British Experience" in Halachmi, Arie; Bouckaert, Geert (eds.),
Organizational Performance and Measurement in the Public Sector:
Toward Service, Effort and Accomplishment Reporting, London,
Quorum Books, pp.: 239 - 273.
[5] Bullivant, John, 1994. Benchmarking for Continuous Improvement in the
Public Sector. Essex: Longman Information & Reference.
[6] Cohen, Steven; Brand, Ronald, 1993. Total Quality Management in
Government: A Practical Guide for the Real World. San Francisco:
Jossey-Bass Publishers.
[7] Dawson, Sandra; Dargie, Charlotte, 2002. "New Public Management: a
discussion with special reference to UK health" in McLaughlin, Kate;
Osborne, Stephen; Ferlie, Ewan (eds.), New Public Management:
Current trends and future prospects, London, Routledge, pp.: 34 - 56.
[8] Dean Jr, James; Bowen, David, 2000. "Management Theory and Total
Quality: Improving Research and Practice Through Theory
Development" in Cole, Robert; Scott, Richard (eds.), The Quality
Movement & Organization Theory, London, Sage Publications, pp.: 3 -
21.
[9] Delaunay, Bénédicte, 2000. "Quality Commitments in French Public
Enterprise" in Yvonne, Fortin; Hassel, Hugo (eds.), Contracting in the
New Public Management: From Economics to Law and Citizenship,
Amsterdam, IOS Press, pp.: 199 - 213.
[10] Deming, Edwards, 1994. The New Economics: For Industry,
Government, Education - 2nd Edition. Cambridge: The MIT Press.
[11] Epstein, M. J. ; Manzoni, J., 1997. "The balanced scorecard and tableau
de bord: Translating strategy into action" in Management Accounting
(August): 28-36.
[12] Hood, Christopher, 1991. "A Public Management for all Seasons?" in
Public Administration, Vol. 69, pp.: 3 - 19.
[13] Johnston, Van, 1996. "Optimizing productivity Through Privatization
and Entrepreneurial Management" in Policy Study Journal, Vol. 24, No.
3, pp.: 444 - 463.
[14] Jordan, Hughes; Neves, Jo├úo; Rodrigues, José, 1990. O Controlo de
Gest├úo - Ao Servi├ºo da Estratégia e dos Gestores. Lisboa: Rei dos
Livros.
[15] Koehler, Jerry; Pankowski, Joseph, 1996. Quality Government:
Designing, Developing, and Implementing TQM. Florida: St. Lucie
Press.
[16] Lane, Jan-Erik, 2005. Public Administration and Public Management -
the principal-agent perspective. New York: Routledge.
[17] Morgan, Colin; Murgatroyd, Stephen, 1994. Total Quality Management
in the Public Sector: An international Perspective. Buckingham: Open
University Press.
[18] Morgan, Philip; Potter, Christopher, 1995. "Professional cultures and
paradigms of quality in health care" in Kirkpatrick, Ian; Lucio, Miguel
(eds.), The Politics of quality in the Public Sector, London, Routlegde,
pp.: 166 - 189.
[19] Pollitt; Christopher; Bouckaert, Geert, 1995. "Defining Quality" in
Pollitt; Christopher; Bouckaert, Geert (eds.), Quality Improvement in
European Public Services: Concepts, Cases and Commentary, London,
Sage Publications, pp.: 3 - 19.
[20] Pollitt, Christopher; Bouckaert, Geert, 2004. Public Management
Reform: A Comparative Analysis - 2nd Edition. Oxford: Oxford
University Press.
[21] Pollitt, Christopher; Harrison, Stephen, 1992. "Introduction" in Pollitt,
Christopher; Harrison, Stephen (eds.), Handbook of Public Services
Management, Oxford, Blackwell Publishers, pp.: 1 - 22.
[22] Santos, Victor (Executive Coordination), 2003. Estado da Nação - como
está o Portugal de hoje? (www.estadodanacao.net, consulted in
2007/02/10).
[23] Secretary to the Treasury, 1999. Public Services for the Future:
Modernisation, Reform, Accountability. Comprehensive Spending
Review - public service agreements 1999 - 2002, London, The
Stationery Office Limited.
[24] Suleiman, Ezra, 2003. Dismantling Democratic States. New Jersey:
Princeton University Press.
[25] Wegener, Alexander, 2000. "Management Contracts in International
Comparative Perspective: Experiences from Leading-Edge Local
Governments" in Yvonne, Fortin; Hassel, Hugo (eds.), Contracting in
the New Public Management: From Economics to Law and Citizenship,
Amsterdam, IOS Press, pp.: 107 - 126.
[26] www.ministério-sa├║de.pt (consulted in 6 April of 2007.
[27] www.ine.pt (consulted in 3 April of 2007).
@article{"International Journal of Business, Human and Social Sciences:57741", author = "H. Silvestre", title = "Total Quality Management: The Socio- Demographic and Operational-Financial Determinants for Users- Perception of the Services Quality", abstract = "The aim of this paper is to know the sociodemographic
and operational-financial determinants of the services
quality perceived by users of the national health services. Through
the use of an inquiry conducted by the Ministry of Health,
comprehending 16.936 interviews in 2006, we intend to find out if
there is any characteristic that determines the 2006 inquiry results.
With the revision of the literature we also want to know if the
operational-financial results have implications in hospitals users-
perception on the quality of the received services. In order to achieve
our main goals we will make use of the regression analysis to find out
the possible dimensions that determine those results.", keywords = "Management by Results, Quality Approach, Tableau
de Bord, Total Quality Management, Services quality.", volume = "1", number = "6", pages = "216-5", }
