Evaluating organisational performance in healthcare: a mixed-method study using the McKinsey 7S framework

Area of Science:

• Healthcare Management
• Quality Improvement
• Organizational Performance

Background:

• Moroccan healthcare faces quality challenges, prompting strategies like Quality Management Systems (QMS).
• ISO 9001 is a formalised QMS framework increasingly adopted in healthcare.
• Limited research evaluates the impact of ISO 9001 on hospital performance.

Purpose of the Study:

• To explore the impact of an ISO 9001-certified QMS on organisational performance.
• To assess hospital effectiveness in a Moroccan healthcare setting.
• To identify areas for improvement within the QMS framework.

Main Methods:

• Utilised the McKinsey 7S model to evaluate organisational performance across seven dimensions.
• Collected data through structured interviews and staff questionnaires.
• Assessed QMS implementation using ISO 9001:2015 Clause 9 and analysed data with Sphinx V5 and IBM SPSS Statistics V.25.

Main Results:

• Staff perceived the QMS positively, noting improvements in patient satisfaction and hospital effectiveness.
• Positive impact on continuous improvement initiatives was observed.
• Identified gaps in internal communication and staff training as areas for enhancement.

Conclusions:

• A dual-framework approach integrating ISO 9001 and the McKinsey 7S model effectively evaluates hospital performance.
• Combining formal QMS with organisational diagnostic tools drives quality improvements in healthcare.
• Findings highlight the value of ISO 9001 for enhancing healthcare quality in Morocco.