Yes / The current healthcare systems have numerous gaps that need to be filled to reach the best practice. This paper presents a novel approach to design and validate a hybrid knowledge-based system (KBS) to evaluate QM of healthcare environment (QMHE) using a hybrid system that has not been used before. It will be combined with gauge absence perquisite (GAP) method to sustain a successful operation of the large number of key performance indicators (KPIs) that involved in QMHE and to detect the gap between each KPI and the anticipated point. Out of 354 KB rules answered, the system has categorised 225 as GPs and the remaining 128 as BPs. The 128 bad points are categorised into different problem categories (20 PC-1, 34 PC-2, 34 PC-3, 40 PC-4, and 0 PC-5) where they represent the actions that need to be enhanced to reach the desired level of quality management.

Yes / Governance perspective plays a vital role in the success of Quality Management in Healthcare Environment (QMHE). In fact QMHE has adopted and applied different quality tools and models in recent times, with some even developing their own quality‐based initiatives. This paper will present an original and novel approach (KB/ES coupled with GAP analysis) to evaluate the effectiveness of governance body in QMHE. The KB system inserts GAP for benchmarking and evaluating the current practices with the desired ones. The KB system will benchmark the current position of governance perspective as part of QMHE with the ideal benchmark one. The results will help healthcare practitioners to improve the governance boy’s gaps and take the correct decisions. / Sultan Qaboos University, Oman

To improve their services and maintain patients’ satisfaction, healthcare organisations have adopted and applied different quality tools and models in recent times, with some even developing their own quality-based initiatives. For example, the approach of Lean Six Sigma (L6σ) has recently been gradually and slowly implemented in healthcare institutions. However, the nature and complexity of healthcare environment which directly impact on humans require leaders to carefully apply appropriate Quality Management (QM) systems suitable for this critical environment. The aim of this research project is to develop a Knowledge Based System (KBS) to assist healthcare managers and practitioners during decision-making process in the context of achieving excellent benchmark and action plans prioritisation. The system will be built based on a conceptual framework for Quality Management in Healthcare Environment (QMHE) which will be modified into a model. The KBS will be developed from this model with the integration of Gauging Absence of Pre-requisite (GAP) method for benchmarking and Analytical Hierarchy Process (AHP) method for prioritisation. The contribution of this research is the use of KBS with GAP and AHP to develop an integrated Knowledge-Based Lean Six Sigma (KB-L6σ) in QMHE. This will accomplish the necessities of investigating quality problems and recommend suitable solutions according to international best practices. It will use a systematic approach that can be applied multiple times, follow defined steps to secure consistency in the approach and integrate different healthcare management levels to maintain strategic decision-making alignment. It consists of 964 KB rules that have been produced via a knowledge acquisition process from the literature and interviewing experts in the field of QM and L6σ in healthcare environment. Feedback from conferences and system testing were used for the verification of the model, whilst validation was carried out through three case studies implementation at three tertiary hospitals in Oman. The analysis of using the KB system in these hospitals has shown clearly that the developed system is a consistent and reliable methodology for assisting decision-makers in designing, planning, and implementing L6σ for QMHE.