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quality function deployment and the development of a total quality ...

quality function deployment and the development of a total quality ...

International Journal

International Journal of Applied Strategic Management: Volume 1 Issue 1Management Quality Activities/Processes NeedingImprovement or New Process DevelopmentThe management quality activities/processes that should be improved are:i. Service delivery which includes: appointment system, quickregistration, feedback system, computerised on-line informationsystem and doctor-to-bed ratio.ii. Staffing which includes: degree of attentiveness, knowledge of staffand service response speed.The application of QFD in the hospital demonstrated the wide applicability ofQFD as an organisation tool. The findings revealed that since patientsfocused their expectations on the functional aspects of quality, particularattention should be paid to 'doctor-patient' relationship and 'staff-patient'relationship, staffing and service delivery elements. QFD is found moresuperior then the other TQM and financial measurement tools because QFDnot only enables a hospital to identify and prioritise customers' expectations, itis also capable of assessing the unmet expectations of customers andprovides a map for the hospital to improve its services. Considering thesuperiority of QFD, the authors together with the focus group membersdeveloped a total quality model consisting of seven parts (Figure 2) to helphospitals in their CQI/TQM journey. As QFD's applications in themanufacturing industries are structurally different from its applications in thehealthcare industry, this total quality healthcare model is a modification of themodel developed by Hofmeister (1995).http://www.managementjournals.com Page 10

International Journal of Applied Strategic Management: Volume 1 Issue 1Figure 2: The Total Quality Healthcare ModelSource: Developed by the Authors and the Focus Group Members. Modifiedfrom Hofmeister, 1995.http://www.managementjournals.com Page 11

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