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Quality management has become an important issue in healthcare organizations (hospitals) during the last couple of decades. The increased attention to quality is due to governmental regulations, influence of customers, and hospital management initiatives. So, the role of government as the main provider of healthcare (HC) services has changed. Additionally, the healthcare market is changing from a producer-oriented to a customer-oriented market due to the increasing influence of customers and public pressures. As a consequence, the patient is becoming a customer for the healthcare organizations, or more likely a direct strategic partner who participates in a decisionmaking process. The changes in environment, society, and political policies have significant impacts on management in hospitals as well. There are many difficulties in managing healthcare organizations in a competitive marketplace with a little support from official bodies especially in a small country like Jordan. The purpose of this paper is to provide a framework for implementing the total quality management concept that is compatible with the local culture of Jordan. [ABSTRACT FROM AUTHOR]

The complexity of the global events and the rapidly changing technology especially in the higher education institutions makes it critical managing universities and other education institutions today to analyze several areas of performance simultaneously. The balanced scorecard can help universities and other higher education institutions to utilize intangible assets they need for future growth. It should be viewed as a complement rather than a replacement for traditional financial assessment measures. The balanced scorecard technique enables university to link long-term strategic planning to short-term, tactical actions. Its implementation provides a critical linkage between financial and operational measures on customer satisfaction, internal processes and the organization's innovation and improvement activities. Therefore, this work aims to introduce a Balanced Scorecard approach for designing of an integrated performance evaluation system applied to university management. The integrated system uses a strategy map from Balanced Scorecard, defining financial targets, customer needs, internal processes and opportunities for improvement the corporate performance. In this work it will be presented a preliminary framework, which was developed on the university basis. [ABSTRACT FROM AUTHOR]