The importance of service design and information and analysis in enhancing organizational performance through a mechanism of organizational excellence in public sector organizations

Al-Dhaafri, Hassan Saleh; Alosani, Mohammed Saleh

doi:10.1108/ijqrm-02-2021-0035

Cited by 2 publications

(3 citation statements)

References 65 publications

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“…The academic literature, including current publications on organizational excellence, is still very rich (e.g. Samanta et al ., 2023; Torre et al ., 2023; Albloushi et al ., 2023; Atia and Olike, 2023; Al-Dhaafri and Alosani, 2023; Omar and Yousif, 2023). This means that the phenomenon of excellence has been permanently integrated into the management paradigm, regardless of the sector or industry.…”

Section: Literature Backgroundmentioning

confidence: 99%

The culture of excellence and its dimensions in higher education

Wiśniewska

Grudowski

2023

TQM

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PurposeTo recognize the existing state of knowledge on a culture of excellence (CoE) in higher education institutions (HEIs) and to define the CoE in HEI and the dimensions that make up that culture. A subsidiary goal is to propose a qualitative tool to measure CoE maturity.Design/methodology/approachThe study was based on the qualitative method, the preferred reporting system of systematic reviews and meta-analysis (PRISMA). Next, the conceptual work method was used.FindingsA research gap in the topic of CoE in HE has been confirmed. The CoE's own definition has been proposed, as well as a set of seven dimensions that comprise it, such as: Clear vision, mission and goals for excellence; Leadership oriented to excellence; Employee engagement; Human resources management; Meeting and exceeding student and staff expectations; Continuous improvement of processes through innovation and excellent practices; and Partnership and teamwork for improvement.Research limitations/implicationsThe study research was limited to open-access articles. Therefore, in the future, the search can be broadened to include monographs or doctoral dissertations, and other peer-reviewed studies. The research implications are related to the originality of our work and the proposals of two concepts – a CoE model and a CoE maturity assessment tool.Practical implicationsLeaders at universities, e.g. rectors and deans, can take into account the identified dimensions and progressively provide them as conditions conducive to achieving above-average levels.Originality/valueThis is the first literature review on CoE in HEIs, which can be considered an original contribution to science and practice. The original contribution of the paper is also the proposal of a CoE conceptual model and a CoE maturity assessment tool.

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Section: Literature Backgroundmentioning

confidence: 99%

The culture of excellence and its dimensions in higher education

Wiśniewska

Grudowski

2023

TQM

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“…It is called sample research if we intend to conclude something that applies to the people. The minimum sample can be determined based on calculations using the following Formula (Al-Dhaafri, 2023;Fakfare, 2023;Ikasari, 2022;Nuraina, 2022;Syah, 2022):…”

Section: Samplesmentioning

confidence: 99%

“…Based on the assessment results of the level of importance and the effects of performance assessment, a calculation will be produced regarding the status of conformity between significance and the level of implementation (Sumrit, 2023). The story of suitability will determine the priority order of increasing factors that affect consumer satisfaction (Ziwei, 2023)(Al-Dhaafri, 2023.…”

Section: Introductionmentioning

confidence: 99%

Quality Analysis of Health Center Service Management for Efforts to Improve Patient Satisfaction

Rismawati,

Odelia Gultom

2023

JEBIN

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Health Centers providing the best quality of service can affect consumer satisfaction in using services. If the quality of service, facilities, and promotions consumers offer is unsatisfactory, consumers no longer use Health Center services. This research focuses on consumer satisfaction with the services provided by the Health Center after using these services and what attributes need to be improved to increase customer satisfaction. This study aims to determine patient satisfaction with the services provided by Health Center X. The method used in this study is IPA (Importance Performance Analysis). This method, also known as quadrants analysis, aims to measure the relationship between consumer perception and the priority of improving the quality of products or services. Twenty-one attributes or statements represent each service dimension: tangibles, empathy, reliability, responsiveness, and assurance. For the quality of services provided by the Health Center to be improved, the Puskesmas must make improvements as soon as possible to statements that fall into the categories that need improvement, namely the words "Large car or motorcycle parking," "Officers carry out administrative processes quickly and precisely," "The ability of the Health Center to respond to complaints, criticisms, and suggestions from patients," and "Guarantee of trust given by officers to services." Puskesmas gets a customer satisfaction level value of 79.03%, which means that the performance given by the Health Center to customers or patients is included in the Satisfied category.

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The importance of service design and information and analysis in enhancing organizational performance through a mechanism of organizational excellence in public sector organizations

Cited by 2 publications

References 65 publications

The culture of excellence and its dimensions in higher education

The culture of excellence and its dimensions in higher education

Quality Analysis of Health Center Service Management for Efforts to Improve Patient Satisfaction

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