/library/oar/handle/123456789/21876 Sat, 27 Dec 2025 12:50:17 GMT 2025-12-27T12:50:17Z /library/oar/handle/123456789/33900 Title: Learning from experience in a national healthcare system : organisational dynamics that enable or inhibit change processes Abstract: Healthcare organisations are seeking to advance safety and quality in a changing environment. They are also facing growing demands and obligations to identify and spread the use of best practices in the services that they provide. However, it has been shown that the dissemination and adoption of best practices can encounter several difficulties such as resistance to adjust to new clinical, organisational and interpersonal routines and the need to modify procedures to be context sensitive and applicable. On the other hand, numerous examples abound in which individuals and teams in healthcare organisations were shown to exhibit creativity and leadership and consequently the capability to improve quality and engender organisational growth. This study researched the organisational dynamics that either foster or inhibit the system change needed for the ongoing organisational development of the major acute general public hospital in Malta: Mater Dei Hospital (MDH). The researcher sought to elucidate whether and to what extent MDH is adopting and applying appropriate learning practices so that knowledge acquired and generated within the organisation is retained, disseminated, managed and applied. Malta is the main island of a small archipelago in the Mediterranean with a total population of just over 430,000. This study utilized two major research methods: an action research arm and an in-depth interview approach. The former was achieved through the documentation and interpretation of a practitioner-researcher experience working within a multi-disciplinary hospital group. The Patient Safety and Quality Improvement Team (PaSQIT) was set up to promote and implement projects that raise the profile of and increase the standards for patient safety and quality care at MDH. Data collection and analysis were guided by the grounded theory paradigm to ‘ground’ the research process and product in the data. These processes were operated within a constructivist and informed grounded theory approach, wherein the researcher is allowed to be mindful and sensitive to the extant literature and to critically adopt pre-existing knowledge in the analysis judged in terms of relevance, fit, and utility. Another extensive literature review was conducted nearer to the end of the data collection and analysis processes to elicit existent knowledge that can challenge or corroborate the original findings of this research. This research affirmed the high potential and capabilities of the hospital workforce. This potential is nonetheless susceptible to be affected and gradually transformed by identified organisational and external forces into a workforce that is highly territorial, cynical and showing lack of ‘ownership’ of the organisational vision and objectives. The results led to the generation of a theoretical framework that depicts a vicious circle that needs to be broken to allow the desired organisational development and learning. The report presents a number of recommendations to help counteract these forces and break the cycle. The theoretical framework that was generated from the findings of this research is the key outcome of this study. This framework provides a visualization of the identified and interconnected enabling and hindering factors and a practical schematic on which corrective activities can be designed, implemented and monitored. Although this framework has a specific relevance for MDH, this additional knowledge can be used and inspire other organisations operating within comparable conditions. Finally, this research can be a source for stimulation for future studies that compare and follow-up these findings over time at MDH or in organisations working in similar, different or contrasting situations. Description: PH.D. Sun, 01 Jan 2017 00:00:00 GMT /library/oar/handle/123456789/33900 2017-01-01T00:00:00Z /library/oar/handle/123456789/25102 Title: The demand and supply chain management techniques employed by companies servicing the film industry : a local perspective Abstract: This study seeks to establish a comprehensive profile of the local film industry and in the process, highlight the state of all the factors that determine the performance of an organization’s supply chain within the industry. The impact of these factors on the supply chain of an organization is clearly presented, together with the benefits of managing the key supply chain processes to surpass the limitations caused by such factors. Description: B.COM.(HONS)MANGT. Sun, 01 Jan 2017 00:00:00 GMT /library/oar/handle/123456789/25102 2017-01-01T00:00:00Z /library/oar/handle/123456789/22642 Title: An investigation into the challenges faced by a multinational hotel in delivering service excellence Abstract: Purpose: The primary objectives underlying the purpose of this dissertation are concerned with identifying the tools that are predominantly used to measure service quality in a multinational hotel, determining the impact on service delivery caused by each different geographic locations, analysing the affect on customer satisfaction, and lastly exploring the major challenges impacting service excellence. Design and Methodological Approach: The design of the research is focused around a qualitative approach that takes the form of a case study. The researcher conducted four interviews with four managers of different Corinthia hotels in order to gather supplementary data that adds strength to existing knowledge and literature in the field of service quality. Results and Findings: Succeeding the analysis of results, it was concluded that the importance of providing a high quality service cannot be understated. In order to achieve customer satisfaction, and ultimately service excellence, management must enforce the use of service quality tools to overcome the challenges associated with closing the customer gap. Such challenges are primarily concerned with maintaining consistency, recruiting competent staff, and sustaining engagement. Research Limitation: For the purpose of this dissertation, the core limitation related to time and feasibility constraints. The researcher was unable to take a larger population of Corinthia hotels due to time restrictions and additionally, travelling overseas was deemed unfeasible. Recommendations: It is crucial for firms servicing the hospitality industry to pay close attention to the personal service provided to each individual customer. This research therefore highlights the importance of engaging with customers in order to overcome the issues that arise due to discrepancies between customer expectations and their perceptions of the service provided by the organisation. It is not sufficient to meet customer expectations, rather they must be exceeded in order to achieve service excellence, especially in the hospitality industry. Originality/Value: Service quality has been researched by many practitioners since the early 1980’s. Furthermore, the Corinthia Group has also been investigated in past research. However, there is a gap in the research with regards to service quality in the hospitality industry, and the Corinthia Group has not yet been used as a case study in this field of research. Description: B.COM.(HONS)MANGT. Sun, 01 Jan 2017 00:00:00 GMT /library/oar/handle/123456789/22642 2017-01-01T00:00:00Z /library/oar/handle/123456789/22640 Title: A study on project management in the local scenario, case study : Marsaxlokk regeneration project Abstract: The aim of this research is to identify the process on how regenerated projects are carried out in already developed or still developing villages, towns or cities in the local scenario, by taking the Marsaxlokk Regeneration Project as a case study. It will be looking at the technical aspects of the project that is related to the technology used and the physical environment, scope and resources, quality, cost and time. Apart from looking at the technical aspects of the project, the study also goes into detail about the non-technical aspects of the project, also referred to as the cultural aspects, that is related to people (knowledge, skills, values), systems (work methods, procedures), organisational structure (levels of authority, communication), stakeholders, and general public, amongst many others. The research of this study is carried out by conducting an interview with a representative from the Office of the Prime Minister: Energy and Projects, who are responsible for overseeing the completion of the Marsaxlokk Regeneration Project. A survey was also conducted with the largest stakeholder, who will be affected by the implementation of this project: the residents of Marsaxlokk. The findings of these two research methods give a clear picture of how the project is being carried out and how attention is given to stakeholders. The results of the survey give the reader the opportunity to find out how stakeholders such as the residents (in this particular case), think and feel about such a complex and unique project that is under implementation. From the research findings, one can conclude that the Marsaxlokk Regeneration Project is on course of becoming a successful implemented project by reaching the main objectives and scope of the project as set out at the beginning and at the same time getting approval of stakeholders. This implies that other similar projects that might be planned for implementation in the future can use the Marsaxlokk Regeneration Project as a ‘template’ to carry out the its implementation. Description: B.COM.(HONS)MANGT. Sun, 01 Jan 2017 00:00:00 GMT /library/oar/handle/123456789/22640 2017-01-01T00:00:00Z