Integrated Management System in Outpatient Care: Productivity Outcomes

Edmundo Lizarzaburu (), Luis Chavez-Bedoya, Gabriela Cerna, Willynthom Vargas, Macarena Lizarzaburu and Diego Martinez
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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

A chapter in Entrepreneurship and Human-Centric Business Strategies for Social and Economic Resilience, 2026, pp 1399-1410 from Springer

Abstract: 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.

Keywords: Integrated management system; ISO; Productivity; Healthcare; Continuous improvement (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-981-95-6415-6_86

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DOI: 10.1007/978-981-95-6415-6_86

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