Abstract
Among public sector services, hospitals are some of the most complex organizations, and have played an important role in the development of management strategies. Quality issues frequently emerge in the health care sector, and remain a challenge to organizations even as they provide their essential services. Total Quality Management can help improve the quality of health care services, and this article presents a novel approach to assist health care organizations in its successful implementation. The model we present provides a general framework that can be implemented in hospitals for conducting different quality-based health care awareness, training, and customer awareness programs in Saudi Arabia. Our research identifies some issues that can impede the implementation of Total Quality Management. The developed model comprises seversal components that provide a framework and act as a road map to address obstacles through a step-by-step series of implementation phases. This study utilizes a constructive research methodology, the primary contribution of which is a conceptual Total Quality Management-based framework.