Synopsis:

The case selected for this volume looks at how to improve the quality of health care service of the An-Nur Specialist Hospital located in Selangor, Malaysia. The hospital is a private health-care provider and has been in operation for almost a decade. Case-users are to assume the hospital’s top management role and recommend strategies to improve the provision and delivery of quality health care service especially those pertaining to the private health-care sector. Case-users need to apply the principles of quality management and organizational behavior management in developing strategies for the hospital to achieve good levels of patients’ satisfaction and customer retention. Case-users are able to apply tools and techniques to measure, control, and improve health-care provision quality for the hospital, along with ways to evaluate quality implementation plans.