Proceedings | Strategy and Innovation area | Year 2012 | |
Organizational Innovation in Hospital: A Case Study of Quality Management in Bumrungrad International Hospitalby Kornphassorn Lertampaisakulwong; Laksanara Nanthathaweephol; Uracha Charoensuk; Prattana Punnakitikasem | |
The 4th ThaiTIMA Annual Conference on Technology and Innovation Management in
Bangkok,Thailand July 2012 185-190 |
AbstractTotal quality management plays an important role in today’s business operations of many firms as this helps enable them to become an organization of excellence. TQM is a concept of quality management that focuses on process integration, in which is understood that all parts link together. This way is to prevent any mistake, damage or even waste, and to build-up value for all the whole process to respond to the customer’s needs that eventually leads to business opportunities, competitive advantage as well as sustainable organizational development. Bumrungrad International Hospital, undoubtedly, is one good example. To explain, the quality in hospitality service concept is entirely implemented by the organization. The management has clearly set a clear path of service providing and work procedures, and also firmly and continuously supports quality enhancement and innovation. More importantly, all employees feel involved in it, with this, Bumrungrad International Hospital has successfully become a leading hospital in Asia with guaranteed international quality awards.
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