Total Quality Management and Human Resource Functions in the University of Benin Teaching Hospital (UBTH)
Keywords:
Total Quality Management, Human Resource Department, Public Service, UBTH,Abstract
Total Quality Management (TQM), a core strategic management philosophy, is designed for quality of any organization based on the Human Resource and employees’ participation for patients/customers/clients’ satisfaction, and competitiveness. The paper examined the extent to which the Human Resource Department had implemented the TQM philosophy in ensuring that quality services are delivered to the employees and patients/clients and customers of the University of Benin Teaching Hospital (UBTH). The study adopted the GAP model which highlighted the main requirements for delivering high service quality. Data for this study were gathered through secondary sources such as academic books, journals, periodicals, internet as well as other relevant health related policy materials. The study revealed that the UBTH Human Resource Department was faced with a lot of challenges in the implementation of the TQM philosophy. Some of the challenges included poor compensation regime, time constraints, insufficient resources, frequent turnover of staff, and inadequate manpower. The study concluded that though the UBTH practices the TQM philosophy, the implementation of the philosophy in the establishment has not been too effective due to a myriad of challenges. Some policy recommendations were made to the management of the hospital to include matching the achievement of quality goals with appropriate reward and recognition; ensuring that there is proper planning by which sufficient time is allocated to different duties; and adequate budget should be channeled to the implementation of TQM by the HRD.
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Copyright (c) 2026 Adesoye Isiaka Mustapha, Emmanuel Odeyovwi Ovurume, Joseph Oluyemi Oladejo
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