Square pegs and round holes: application of ISO 9000 in healthcare

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dc.contributor.advisor Doctor Kambiz Maani en
dc.contributor.advisor Professor Sir John Scott en
dc.contributor.author Thornber, Michael John en
dc.date.accessioned 2007-12-04T22:00:36Z en
dc.date.available 2007-12-04T22:00:36Z en
dc.date.issued 2002 en
dc.identifier.citation Thesis (PhD--Management Science and Information Systems)--University of Auckland, 2002. en
dc.identifier.uri http://hdl.handle.net/2292/2180 en
dc.description.abstract This research examines the application of the ISO 9000 model for quality management in healthcare. Exploratory case study is made of three healthcare provider organisations: community health service; independent practitioner association; Maori health network. Three research models are developed to examine identified gaps and areas of interest in healthcare quality management literature. The first model relates to differences between generic standards and specification standards. The second model relates to the fit of healthcare service delivery systems and ISO 9000. The third model relates to exploration of the linkages and co-ordination of an integrated care delivery network. One proposition and two hypotheses are developed in relation to the models, and are closely associated with gaps in healthcare service quality knowledge. Strong support is found for the first hypothesis though not the second hypothesis, and there are also some unexpected results. There is strong support that the process of implementing the ISO 9000 model will enhance healthcare management performance, even though the outcomes are unpredictable. There are indications supporting the notion that implementation of the ISO 9000 model will increase effective linkages and co-ordination within integrated care delivery networks. The body of evidence accumulated during the study did not, however, permit a valid conclusion regarding the hypothesis. The findings of the study can be extended to other healthcare service areas and through interpretation and extrapolation they add value to healthcare service quality research in general. In particular, the findings of the three case studies in this research suggest that future models for healthcare service quality should include a comprehensive generic model for quality management of individual and integrated healthcare service organisations. en
dc.format Scanned from print thesis en
dc.language.iso en en
dc.publisher ResearchSpace@Auckland en
dc.relation.ispartof PhD Thesis - University of Auckland en
dc.relation.isreferencedby UoA1048217 en
dc.rights Items in ResearchSpace are protected by copyright, with all rights reserved, unless otherwise indicated. en
dc.rights.uri https://researchspace.auckland.ac.nz/docs/uoa-docs/rights.htm en
dc.title Square pegs and round holes: application of ISO 9000 in healthcare en
dc.type Thesis en
thesis.degree.discipline Management Science and Information Systems en
thesis.degree.grantor The University of Auckland en
thesis.degree.level Doctoral en
thesis.degree.name PhD en
dc.subject.marsden Fields of Research::280000 Information, Computing and Communication Sciences::280100 Information Systems::280102 Information systems management en
dc.rights.holder Copyright: The author en
pubs.local.anzsrc 1503 - Business and Management en
pubs.org-id Faculty of Business & Economic en


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