background and aims: one of the principles of the quality management systems in organizations is attention to customer centered approach and one of the scales for evaluation of the efficacy of provided services is customer satisfaction. this research aimed to compare satisfaction levels of customers attending primary health care centers in bardsir (with iso certificate) and zarand (without iso ...

in the last decades an increasing number of clubs, associations, and partnerships behind professional team sports have become business enterprises as well; as regards their income and number of employees, there are numerous companies managing sports clubs in the medium sized enterprise sector. by nature of being businesses that manage sports, successful performance is usually the number one str...

background and objectives: data on patient complains can be used as a feedback to improve the quality of healthcare services. the aim of this study was to develop an indicator for reliable retrieval of statistical data on patient complaints.   methods: a triangulated study was conducted. a comprehensive literature review was done to identifying the relevant major themes. two-rounds of delphi se...

Objective: This article demonstrates how Duke University Hospital has taken three widely diverse quality management initiatives and melded them into a comprehensive approach to achieve our strategic goals. Methods: The Balanced Scorecard (BSC) is a management system focused on developing a mission, strategic goals, and key metrics and linking these to specific operational initiatives. Six Sigma...

Background and purpose: To determine an appropriate financial model for the health system of Iran, several studies have been conducted. But it seems that these studies were not comprehensive and further investigation is required. So to design a valid and enforceable mechanism, the study of policy interventions will be considered through consensus of all stakeholders. This investigation was done...

Sağlık hizmetleri kavramı kapsamlı bir konudur. hizmetlerini sunan kurumların çokluğu kurumlar arasında rekabetin artmasına, bu rekabet varlığı da kaliteli hizmet sunumunun önemine neden olmaktadır. M.Ö. 2000’li yıllarda hayatımıza giren kalite kavramı, 1980-90’lı yıllarla birlikte Toplam Kalite Yönetimi olgusuyla anlam kazanarak günümüze kadar ulaşmıştır. Bu çalışmayla; yönetim kavramına, yöne...