Abstract:
The research is based on exploring the practice of quality management viz a viz performance of public hospitals in twin’s cities of Islamabad and Rawalpindi. These variables of the study how can impact on operational performance of public hospitals. The study discussed how can be implementation and what are the traits if they are implement them in public hospitals of Islamabad and Rawalpindi. The variable of our research topic is leadership, process management and customer relationship management are independent variable while the operation performance is the dependent variable. The research study shows that how all these independent variables affect the indicators of dependent variable for the public hospitals of twin’s cities. Operation performance is very strong relationship with independent variable. They faced the few challenges that are discussed through a study that there is unawareness and expertise of information technology tools and techniques, lacking in process management they create a hurdle for their customer because they not implement all the practices to enhance their operation performance. For whole study the random questionnaire is distributed to public hospitals employees for analysis of how hospitals are implementing these practices, how they make a performance and what benefits they are getting, how to make better performance for the organization, how to create a value for their customer and which bottlenecks are faced by employees in entire organization, data was gathered to check the relationship and impact of these performances. The result came up by 150 respondents. The collected data is run in SPSS software. Through SPSS Various test are to analyze the data like reliability analysis, correlation, descriptive analysis and regression analysis
