Publication: Kurumsal performans yöneti̇mi̇nde kali̇te yöneti̇mi̇ni̇n önemi̇ ve bi̇r uygulama
Abstract
Küreselleşme çağında artan rekabet baskısı, üniversite diş hastanelerini hem kaliteli sağlık hizmeti hem de eğitim hizmetini eş zamanlı ve sürdürülebilir biçimde yürütme konusunda çift yönlü baskı altına almaktadır. Bu bağlamda Kurumsal Performans Yönetimi, sadece verimliliği değil; hasta memnuniyeti, çalışan memnuniyeti, klinik başarı ve eğitim kalitesini şekillendirmede stratejik bir araç haline gelmiştir. Kalite yönetimi uygulamaları, akreditasyon standartları ve performans ölçüm sistemleri bu yapının temel bileşenlerini oluşturmaktadır. Bu araştırmanın özgün yönü, Türkiye’deki bir vakıf üniversitesi diş hastanesinde, 2014-2024 yılları arasındaki JCI akreditasyonunun üç farklı dönemine (hazırlık, akreditasyon, akreditasyondan çekilme) Dengeli Puan Kartı boyutlarında odaklanarak kurumsal performans ve kalite yönetimi ilişkisini bütüncül biçimde ele almasıdır. Söz konusu dönemsel karşılaştırma çok boyutlu hizmet süreçlerinin yönetimsel dönüşümünü anlamak adına literatürdeki ilk kapsamlı örneklerden biridir. Araştırma karma yöntem yaklaşımıyla yürütülmüştür. Nicel aşamada, üniversite diş hastanesinin kayıtlarından elde edilen 79 performans kriteri Yapay Sinir Ağı (YSA) tabanlı tahmine dayalı analiz yöntemi kullanılarak performans belirleyicileri modellenmiştir. Nitel aşamada ise 16 yöneticiyle yarı yapılandırılmış derinlemesine mülakatlar gerçekleştirilmiştir. Araştırma sonuçları, akreditasyon sürecinde hasta güvenliği, hasta takibi ve çalışan performansı gibi alanlarda olumlu gelişmelerin yaşandığını göstermektedir. Ancak, akreditasyondan çekilme sonrası bu kazanımların sürdürülemediği görülmektedir. Bu durum, akreditasyonun yalnızca belgelendirme süreci değil; kurumsal yapı ve hizmet kültürü üzerinde dönüştürücü bir etkisi olduğunu ortaya koymaktadır. Sonuç olarak, kurumsal performans yönetimi ile kalite yönetimi uygulamaları arasında anlamlı ve güçlendirici bir ilişki bulunduğu, kalite yönetiminin kurumsal performans yönetimindeki dönüştürücü gücünün varlığı sağlık-eğitim kesişiminde kanıtlamaktadır.
In this era of globalisation, increasing competitive pressure is putting university dental hospitals under dual pressure to provide both high-quality healthcare and education services in a simultaneous and sustainable manner. In this context, Corporate Performance Management has become a strategic tool not only for shaping efficiency but also for shaping patient satisfaction, employee satisfaction, clinical success and education quality. Quality management practices, accreditation standards, and performance measurement systems form the core components of this structure. The original aspect of this research is that it comprehensively addresses the relationship between corporate performance and quality management by focusing on the Balanced Scorecard dimensions of three different periods (preparation, accreditation, withdrawal from accreditation) of JCI accreditation between 2014 and 2024 at a foundation university dental hospital in Turkey. This periodical comparison is one of the first comprehensive examples in the literature to understand the managerial transformation of multidimensional service processes. The research was conducted using a mixed-methods approach. In the quantitative phase, 79 performance criteria obtained from the university dental hospital's records were modelled using an Artificial Neural Network (ANN)-based predictive analysis method to identify performance determinants. In the qualitative phase, semi-structured in-depth interviews were conducted with 16 managers. The research results show that positive developments have taken place in areas such as patient safety, patient follow-up and employee performance during the accreditation process. However, it is seen that these gains could not be sustained after withdrawal from accreditation. This situation reveals that accreditation is not merely a certification process but has a transformative effect on institutional structure and service culture. In conclusion, the existence of a meaningful and reinforcing relationship between corporate performance management and quality management practices, as well as the transformative power of quality management in corporate performance management, is proven at the intersection of health and education.
In this era of globalisation, increasing competitive pressure is putting university dental hospitals under dual pressure to provide both high-quality healthcare and education services in a simultaneous and sustainable manner. In this context, Corporate Performance Management has become a strategic tool not only for shaping efficiency but also for shaping patient satisfaction, employee satisfaction, clinical success and education quality. Quality management practices, accreditation standards, and performance measurement systems form the core components of this structure. The original aspect of this research is that it comprehensively addresses the relationship between corporate performance and quality management by focusing on the Balanced Scorecard dimensions of three different periods (preparation, accreditation, withdrawal from accreditation) of JCI accreditation between 2014 and 2024 at a foundation university dental hospital in Turkey. This periodical comparison is one of the first comprehensive examples in the literature to understand the managerial transformation of multidimensional service processes. The research was conducted using a mixed-methods approach. In the quantitative phase, 79 performance criteria obtained from the university dental hospital's records were modelled using an Artificial Neural Network (ANN)-based predictive analysis method to identify performance determinants. In the qualitative phase, semi-structured in-depth interviews were conducted with 16 managers. The research results show that positive developments have taken place in areas such as patient safety, patient follow-up and employee performance during the accreditation process. However, it is seen that these gains could not be sustained after withdrawal from accreditation. This situation reveals that accreditation is not merely a certification process but has a transformative effect on institutional structure and service culture. In conclusion, the existence of a meaningful and reinforcing relationship between corporate performance management and quality management practices, as well as the transformative power of quality management in corporate performance management, is proven at the intersection of health and education.
Description
Keywords
Accreditation, Akreditasyon, Artificial Neural Network, Balanced Scorecard, Business administration, Değerlendirme, Dengeli Puan Kartı (Balanced Score Card), Evaluation, Hasta Memnuniyeti, Institutional Performance Management, İşletme yönetimi, JCI, Kalite Yönetimi, Kurumsal Performans Yönetimi, Patient Satisfaction, Performance, Performans, Quality Management, Toplam kalite yönetimi, Total quality management, University Dental Hospital, Üniversite Diş Hastanesi, Yapay Sinir Ağı