Health care criteria for performance excellence: a case study of Klinik Rawatan Keluarga (KRK) / Roslida Abdul Razak ... [et al.]

Klinik Rawatan Keluarga (KRK), is a private hospital which offer an Obstetrics and Gynecology (O&G) service beside normal treatment. KRK managed by Dr Wan Razani Wan Mohamad, a former government servant. It has 8 full time staffs with three part time professional doctors. Surrounding by three ma...

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Main Authors:	Abdul Razak, Roslida, Aziz, Rahimah, Mamat, Alias, Mat Yusof, Mohd Husnin
Format:	Thesis
Language:	English
Published:	2007
Subjects:	Medical education Medical schools Research
Online Access:	https://ir.uitm.edu.my/id/eprint/90006/1/90006.pdf
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id	my-uitm-ir.90006
record_format	uketd_dc
spelling	my-uitm-ir.900062024-02-02T08:13:33Z Health care criteria for performance excellence: a case study of Klinik Rawatan Keluarga (KRK) / Roslida Abdul Razak ... [et al.] 2007 Abdul Razak, Roslida Aziz, Rahimah Mamat, Alias Mat Yusof, Mohd Husnin Medical education. Medical schools. Research Klinik Rawatan Keluarga (KRK), is a private hospital which offer an Obstetrics and Gynecology (O&G) service beside normal treatment. KRK managed by Dr Wan Razani Wan Mohamad, a former government servant. It has 8 full time staffs with three part time professional doctors. Surrounding by three major competitors, KRK is still able to sustain its business. However, the owner never studies how far her business had performed and never had a complete study to analyze her health care business. This has caught our intention to perform a study on KRK performance particularly in service delivery. The vital problem which taken into accounts in our study are studying the service variables in order to ensure high quality service being rendered and the financial performance did not show a tremendous upward achieving but only at similarity level. Benchmarking is one of the tools to measure quality. Malcom Baldrige criteria have been implemented to measure KRK performance against world recognized standard. Since KRK is a profit oriented organization, financial performance is inevitable to ignore. For the past 6 years KRK financial performance does not present much improvement. We believed our case study will improve the quality consequently picking-up its financial performance. Malcom Baldrige has seven criteria to converge namely, i. Leadership, ii. Strategic planning, iii. Focus on patient, iv. Measurement analysis, v. workforce focus, vi. Process Management, and vii. Result disclosed. 2 approaches have been implemented specifically through questionnaire distribution through both staff and out-patient and its owner personal interview. Both methods are analyzing through Statistical Package for Social Science and Malcom Baldrige weighted points respectively. From our study, leadership score 62 out of 120 or 51.67%. Strategic planning score 53 or 62.35%, process management score 85 or 48.24% and measurement analysis carried 45 or 50%. The focus on patient and workforce focus show (SPSS results are significant). From Malcom Baldrige and our observation, it is reveal that KRK be in the position of hold and maintain of its operation. Beside that, the key growth rate, for the most part in sales and net income for the past 5 years show an average of 2.56 percent and negative 9.01 percent respectively. Due to that, we have suggested several recommendations as mention in the study. 2007 Thesis https://ir.uitm.edu.my/id/eprint/90006/ https://ir.uitm.edu.my/id/eprint/90006/1/90006.pdf text en public masters Universiti Teknologi MARA, Terengganu Faculty Of Business Management Wan Endut, Wan Jaafar
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Wan Endut, Wan Jaafar
topic	Medical education Medical schools Research
spellingShingle	Medical education Medical schools Research Abdul Razak, Roslida Aziz, Rahimah Mamat, Alias Mat Yusof, Mohd Husnin Health care criteria for performance excellence: a case study of Klinik Rawatan Keluarga (KRK) / Roslida Abdul Razak ... [et al.]
description	Klinik Rawatan Keluarga (KRK), is a private hospital which offer an Obstetrics and Gynecology (O&G) service beside normal treatment. KRK managed by Dr Wan Razani Wan Mohamad, a former government servant. It has 8 full time staffs with three part time professional doctors. Surrounding by three major competitors, KRK is still able to sustain its business. However, the owner never studies how far her business had performed and never had a complete study to analyze her health care business. This has caught our intention to perform a study on KRK performance particularly in service delivery. The vital problem which taken into accounts in our study are studying the service variables in order to ensure high quality service being rendered and the financial performance did not show a tremendous upward achieving but only at similarity level. Benchmarking is one of the tools to measure quality. Malcom Baldrige criteria have been implemented to measure KRK performance against world recognized standard. Since KRK is a profit oriented organization, financial performance is inevitable to ignore. For the past 6 years KRK financial performance does not present much improvement. We believed our case study will improve the quality consequently picking-up its financial performance. Malcom Baldrige has seven criteria to converge namely, i. Leadership, ii. Strategic planning, iii. Focus on patient, iv. Measurement analysis, v. workforce focus, vi. Process Management, and vii. Result disclosed. 2 approaches have been implemented specifically through questionnaire distribution through both staff and out-patient and its owner personal interview. Both methods are analyzing through Statistical Package for Social Science and Malcom Baldrige weighted points respectively. From our study, leadership score 62 out of 120 or 51.67%. Strategic planning score 53 or 62.35%, process management score 85 or 48.24% and measurement analysis carried 45 or 50%. The focus on patient and workforce focus show (SPSS results are significant). From Malcom Baldrige and our observation, it is reveal that KRK be in the position of hold and maintain of its operation. Beside that, the key growth rate, for the most part in sales and net income for the past 5 years show an average of 2.56 percent and negative 9.01 percent respectively. Due to that, we have suggested several recommendations as mention in the study.
format	Thesis
qualification_level	Master's degree
author	Abdul Razak, Roslida Aziz, Rahimah Mamat, Alias Mat Yusof, Mohd Husnin
author_facet	Abdul Razak, Roslida Aziz, Rahimah Mamat, Alias Mat Yusof, Mohd Husnin
author_sort	Abdul Razak, Roslida
title	Health care criteria for performance excellence: a case study of Klinik Rawatan Keluarga (KRK) / Roslida Abdul Razak ... [et al.]
title_short	Health care criteria for performance excellence: a case study of Klinik Rawatan Keluarga (KRK) / Roslida Abdul Razak ... [et al.]
title_full	Health care criteria for performance excellence: a case study of Klinik Rawatan Keluarga (KRK) / Roslida Abdul Razak ... [et al.]
title_fullStr	Health care criteria for performance excellence: a case study of Klinik Rawatan Keluarga (KRK) / Roslida Abdul Razak ... [et al.]
title_full_unstemmed	Health care criteria for performance excellence: a case study of Klinik Rawatan Keluarga (KRK) / Roslida Abdul Razak ... [et al.]
title_sort	health care criteria for performance excellence: a case study of klinik rawatan keluarga (krk) / roslida abdul razak ... [et al.]
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Business Management
publishDate	2007
url	https://ir.uitm.edu.my/id/eprint/90006/1/90006.pdf
_version_	1794192228745216000

Health care criteria for performance excellence: a case study of Klinik Rawatan Keluarga (KRK) / Roslida Abdul Razak ... [et al.]

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