Customer Focus Level after Implementing the Quality Improvement Model in Tehran Social Security Hospitals

Focusing on customers is the key factor for the success of total quality management programs in organizations. The main purpose of the present study was to assess customer focus level after implementing the Quality Improvement Model in Tehran Social Security hospitals.

This is a descriptive comparative study. The statistical population consists of the owners of the quality improvement model process in four Tehran Social Security hospitals. Data collection was done using a checklist consisting of two parts on customer knowledge and customer satisfaction. The information was gathered through a team work performance and meetings with the owners of the quality improvement model process. Data analysis was done through descriptive statistics (computation of percentage and average).

The research findings indicated that the average scores on customer knowledge in Shahriar, Alborz, Milad and Shohadaye 15th of Khordad (in Varamin) hospitals were 64.16% 60.83%, 54.16% and 46.66% , the average scores on customer satisfaction in Shahirar, Alborz , Miald and Shohadaye 15th of Khordad hospitals were 67.77% , 65%, 59.44% and 50%, and the average scores on customer focus in Shahriar , Alborz, Milad and Shohadaye 15th of Khordad hospitals were 66.33% , 63.33% , 57.33% and 48.66%, respectively. The total average scores on customer knowledge, satisfaction and customer focus in those hospitals were 56.45% , 60.55% and 58.90% respectively.

Based on the research findings, all hospitals made a continuous progress in customer knowledge and customer satisfaction. It could be concluded that customer focus level, after implementing the Quality Improvement Model has improved considerably in various parts of hospitals.