TOTAL QUALITY MANAGEMENT IN HEALTHCARE: ASSESSING ITS INFLUENCE ON CLINICAL LABORATORY WORK PERFORMANCE IN SINDH

Abstract

This study investigates the influence of Total Quality Management (TQM) on clinical laboratory work performance in healthcare facilities across Sindh, Pakistan. Using a mixed-methods approach, the research examines five key TQM dimensions: leadership commitment, employee involvement, continuous improvement, customer focus, and process management. Data was collected from 300 participants across 15 healthcare facilities through questionnaires, interviews, and direct observations. Quantitative analysis revealed high overall TQM implementation (M=3.56, SD=0.74), with process management emerging as the most consistent predictor of laboratory performance across all metrics. Customer focus strongly predicted customer satisfaction (β=0.51, p<0.001), while employee involvement significantly influenced staff productivity (β=0.42, p<0.001). Qualitative findings highlighted leadership support, staff training, technology integration, and external quality assessment as key facilitators of successful TQM implementation. Major barriers included insufficient resources, staff retention challenges in rural facilities, documentation burdens, and financial constraints. The study provides valuable insights for laboratory managers, healthcare administrators, and policymakers seeking to enhance laboratory quality through TQM practices while addressing contextual challenges specific to Sindh's healthcare system.