Abstract

To maximize the profit of organization and achieving selling target, the industries are in position to satisfy the customer needs and expectation. To stay in global business, it is necessary to indentify customer expectations and fulfil their needs. Achieving customer satisfaction is an essential task for any kind of organization such as manufacturing, service sector and trading. The main aim of this paper was to measure, analyse and improve the performance of the healthcare sector. Parasuraman et al (1985) developed the service quality dimensions model, namely SERVQUAL model. There were five service quality dimensions described in that model such as tangibles, reliability, responsiveness, assurance and empathy. Based on this model, questionnaire based market survey was conducted from patients, employer and employee of the hospital. This study was done at various hospital located at Karur and Coimbatore region of Tamilnadu hospitals. The questionnaire survey was conducted for finding the performance of the healthcare sector, 5 linker scale method used for conducting the survey, and it was evaluated and validated by SPSS software. Totally, 2500 patients, 350 nurses, 125 doctors and 25 top management people responded in this survey. Based on their suggestions, some modifications identified in hospital and implemented through applying TQM tools and Techniques. The following tools were utilized starting from 5S, kaizen, FMEA, Six Sigma, Cause and Effect Diagram, Brain storming method and QFD. These tools applied in the appropriate places to improve the performance of the hospital. The outcome of this work was explained by comparing the improvements before and after implementing the TQM and tools and techniques. The comparative study was also done to exhibit the performance of the hospital. This study helped to understand the patient’s expectation towards quality of service, the scope of improvements in hospital.

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