Implementation of total quality management (TQM) on customer journey in hospitals: literature review
Authors: Primaditya Intan Nararia , Pabuang Rocky Perdana , Danu M Rizki Fazrian , Wardhana Erdianto Setya , Veranita Mira 
Published: August 2024

ABSTRAK : IMPLEMENTASI TOTAL QUALITY MANAGEMENT (TQM) PADA CUSTOMER JOURNEY DI RUMAH SAKIT: TINJAUAN PUSTAKA Latar Belakang : Total Quality Management (TQM) adalah pendekatan manajemen untuk meningkatkan kualitas organisasi dengan fokus pada kepuasan pelanggan, diperkenalkan oleh tokoh seperti Deming, Juran, dan Ishikawa dalam manufaktur. Di rumah sakit, TQM diterapkan untuk meningkatkan kualitas layanan dan efisiensi operasional melalui partisipasi seluruh staf dalam perbaikan proses dan pengambilan keputusan berbasis data. Keterlibatan pasien sebagai pusat aktivitas juga ditekankan, dengan penggunaan survei kepuasan dan umpan balik untuk memastikan pelayanan yang memenuhi harapan pasien.Tujuan: Menganalisis pengaruh implementasi Total Quality Management (TQM) terhadap customer journey di rumah sakit.Metode : Penelitian ini menggunakan metode literature review untuk mengeksplorasi pengaruh implementasi Total Quality Management (TQM) terhadap customer journey di rumah sakit, dengan fokus pada identifikasi pertanyaan penelitian utama, strategi pencarian literatur, seleksi kriteria inklusi dan eksklusi, serta analisis dan sintesis data untuk mengidentifikasi temuan utama, tren, dan kesenjangan penelitian terkait (Snyder, 2019).Hasil : Hasil dan pembahasan dari literature review ini menyoroti bahwa implementasi Total Quality Management (TQM) di rumah sakit berpotensi signifikan untuk meningkatkan customer journey dengan memperbaiki kualitas layanan dan kepuasan pasien secara keseluruhan.Kesimpulan : Implementasi Total Quality Management (TQM) di rumah sakit dapat secara positif mempengaruhi customer journey dengan fokus pada peningkatan kualitas layanan dan kepuasan pasien.Saran : Menggunakan pendekatan gabungan kualitatif dan kuantitatif untuk mendalami implementasi TQM di rumah sakit, dengan fokus pada pengaruhnya terhadap customer journey dan pengalaman pasien. Kata kunci : Total Quality Management (TQM), customer journey, rumah sakit, kepuasan pasien. ABSTRACT Background . Total Quality Management (TQM) is a management approach aimed at improving organizational quality with a focus on customer satisfaction, introduced by figures such as Deming, Juran, and Ishikawa in manufacturing. In hospitals, TQM is applied to enhance service quality and operational efficiency through the participation of all staff in process improvement and data-driven decision-making. Patient engagement as the center of activities is also emphasized, using satisfaction surveys and feedback to ensure services meet patient expectations.Objective : To analyze the impact of Total Quality Management (TQM) implementation on customer journey in hospitals.Methods : This study employs a literature review method to explore the influence of Total Quality Management(TQM) implementation on customer journey in hospitals, focusing on identifying key research questions, literature search strategies, criteria for inclusion and exclusion, and analyzing and synthesizing data to identify main findings, trends, and research gaps (Snyder, 2019).Results : The results and discussion from this literature review highlight that implementing Total Quality Management (TQM) in hospitals has the potential to significantly enhance the customer journey by improving service quality and overall patient satisfaction. Conclusion: Implementation of Total Quality Management (TQM) in hospitals can positively impact the customer journey by focusing on enhancing service quality and patient satisfaction.Suggestion : Utilize a combined qualitative and quantitative approach to delve deeper into TQM implementation in hospitals, focusing on its influence on customer journey and patient experience. Keywords : Total Quality Management (TQM), customer journey, hospitals, patient satisfaction.