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Integrated Management System in Outpatient Care: Productivity Outcomes

In: Entrepreneurship and Human-Centric Business Strategies for Social and Economic Resilience

Author

Listed:
  • Edmundo Lizarzaburu

    (Universidad ESAN)

  • Luis Chavez-Bedoya

    (Universidad ESAN)

  • Gabriela Cerna

    (Pontificia Universidad Católica del Perú)

  • Willynthom Vargas

    (Universidad ESAN)

  • Macarena Lizarzaburu

    (Monash University)

  • Diego Martinez

    (Universidad ESAN)

Abstract

This study presents the process of designing and implementing an Integrated Management System (IMS) in a private Peruvian outpatient healthcare company. The system was structured according to the international standards ISO 9001:2015 (quality management), ISO 45001:2018 (occupational health and safety), and ISO 14001:2015 (environmental management). The primary objective was to improve organizational productivity through process standardization, efficient resource utilization, accident rate reduction, and the integration of environmentally responsible practices into daily operations. A mixed-methods approach was employed, utilizing continuous improvement tools such as the PDCA cycle (Deming), Balanced Scorecard, SWOT analysis, and Ishikawa and Pareto diagrams. The results demonstrate improvements in operational indicators, employee satisfaction, and financial performance, confirming the hypothesis that implementing a tri-standard IMS enhances the organization's sustainability, efficiency, and competitiveness.

Suggested Citation

  • Edmundo Lizarzaburu & Luis Chavez-Bedoya & Gabriela Cerna & Willynthom Vargas & Macarena Lizarzaburu & Diego Martinez, 2026. "Integrated Management System in Outpatient Care: Productivity Outcomes," Springer Proceedings in Business and Economics, in: Singha Chaveesuk & Seungwoo Shin & Sebastian Kot & Bilal Khalid (ed.), Entrepreneurship and Human-Centric Business Strategies for Social and Economic Resilience, pages 1399-1410, Springer.
    • Handle: RePEc:spr:prbchp:978-981-95-6415-6_86
    DOI: 10.1007/978-981-95-6415-6_86
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