Masters Thesis

Organizational strategy beyond compliance: delighting the dental laser stakeholders

At a critical stage when oral-systemic health studies link gum disease to other serious health problems, dental laser technology offers dentists and patients valuable benefits to help curtail growing health risks. However, adoption of this technology continues to be extremely slow. To increase dental lasers’ awareness and adoption, the author of this thesis proposes an organizational strategy, based on Edward Deming’s System of Profound Knowledge, integrating selected ISO 9001:2015 Standard’s clauses into an existing medical device Quality Management System (QMS), utilizing the Plan-Do-Study-Act (PDSA) methodology. These are explicit quality clauses critically lacking in the current medical device QMS. This integration of organizational context, risk-based thinking, and knowledge management validates Deming’s philosophy as relevant to the adoption of discontinuous innovation such as dental lasers and dental-care quality improvement for practitioners and patients. This value-added organizational strategy seeking to delight stakeholders is recommended through PDSA’s re-iterative process approach.

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