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• W2037499830 abstract "Purpose This article aims to measure quality by applying the European Foundation for Quality Management (EFQM) excellence model at three different participation levels, in a Karachi teaching university dental hospital. Design/methodology/approach The case study assessed the eight EFQM model excellence concepts as benchmarks for providing quality services: results orientation; customer focus; leadership and constancy of purpose; management by processes and facts; people development and involvement; continuous learning, innovation and improvement; partnership development; and corporate social responsibility. This study was conducted at Hamdard University Dental Hospital (HUDH), located in Karachi – part of the largest privately‐owned university in Pakistan. Data were collected through in‐depth interviews with internal stakeholders at three levels (management, faculty and student). Findings Continuous learning, innovation and improvement; partnership development; and corporate social responsibility were satisfactorily represented. Research limitations/implications The EFQM assessment was limited to a single university dental hospital, hence findings cannot be generalized. Originality/value The article highlights that it is envisaged that this exercise will bring about a positive change in attitude and will stimulate institute staff to kick start the self assessment process and implement measures leading to better quality practices, thus establishing a continuous quality improvement cycle." @default.
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• W2037499830 date "2011-10-04" @default.
• W2037499830 modified "2023-09-23" @default.
• W2037499830 title "Three‐level quality assessment of a dental hospital using EFQM" @default.
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• W2037499830 doi "https://doi.org/10.1108/09526861111174152" @default.
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