Managing healthcare quality in project management framework

Prasanta K. Dey*, Seetharaman Hariharan, Deryk Chen

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


Healthcare professionals routinely deploy various quality management tools and techniques in order to improve performance of healthcare delivery. However, they are characterised by fragmented approach i.e., they are not linked with the strategic intent of the organisation. This study introduces a holistic quality improvement method, which integrates all quality improvement projects with the strategic intent of the healthcare organisations. It first identifies a healthcare system and its environment. The Strengths, Weaknesses, Opportunities and Threats (SWOT) of the system are then derived with the involvement of the concerned stakeholders. This leads to developing the strategies in order to satisfy customers in line with the organisation's competitive position. These strategies help identify a few projects, the implementation of which ensures achievement of desired quality. The projects are then prioritised with the involvement of the concerned stakeholders and implemented in order to improve the system performance. The effectiveness of the method has been demonstrated using a case study of an intensive care unit at the Eric Williams Medical Sciences Complex Hospital in Trinidad. Copyright © 2007 Inderscience Enterprises Ltd.

Original languageEnglish
Pages (from-to)261-278
Number of pages18
JournalInternational Journal of Services and Operations Management
Issue number3
Publication statusPublished - 15 May 2007


  • AHP
  • analytic hierarchy process
  • healthcare services
  • opportunities and threats matrix
  • project prioritising
  • quality management
  • strengths
  • SWOT
  • weaknesses


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