Document Type: Original Article
Department of Management, Payam Noor University, Tehran, Iran
Hospital industry being one of the services industries had adopted the total quality management practices to deliver high quality services to the patients long ago. With the emerging challenges being faced by the hospitals these days, various TQM models are being adopted to survive in the market and to gain the patient satisfaction. One such model being followed by the hospitals are MBQNA (Malcolm Baldrige Quality National Award) which is becoming highly popular in the healthcare sector. In the year 1987 the MBQNA model was declared by the United States government for American companies to examine, benchmark their practices and make necessary changes to become more customer oriented. The success of MBQNA in manufacturing sector became so popular that it was started being adopted by the healthcare and education sectors. The present paper endeavors to highlight the importance of MBQNA model for hospitals and the necessity to adopt this TQM model to deliver not just patient satisfaction but also to gain a higher market share, increasing profits and building a high performance organization.