Applying Quality Function Deployment Model in Burn Unit Service Improvement

Abstract

Quality function deployment (QFD) is one of the most effective quality design tools. This study applies QFD technique to improve the quality of the burn unit services in Ghotbedin Hospital in Shiraz, Iran. First, the patients' expectations of burn unit services and their priorities were determined through Delphi method. Thereafter, burn unit service specifications were determined through Delphi method. Further, the relationships between the patients' expectations and service specifications and also the relationships between service specifications were determined through an expert group's opinion. Last, the final importance scores of service specifications were calculated through simple additive weighting method. The findings show that burn unit patients have 40 expectations in six different areas. These expectations are in 16 priority levels. Burn units also have 45 service specifications in six different areas. There are four-level relationships between the patients' expectations and service specifications and four-level relationships between service specifications. The most important burn unit service specifications have been identified in this study. The QFD model developed in the study can be a general guideline for QFD planners and executives.

Design and Development of Daily Morning Surgical Rounds in ICU by Quality Function Deployment

“…Although this process leads to an improvement in satisfaction scores, the difference (pre–post) was not statistically significant. Although QFD has been described earlier, 4–6,17 most of the prior work has been done on new material, equipment, or facilities design. Ours is the first reported process to describe its utilization in a multidisciplinary clinical process like rounds.…”

An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

“…Hashemi et al (2015) used QFD to improve the quality of chemotherapy unit services at Nemazee Hospital in Iran (Hashemi et al, 2015). Ali Keshtkaran et al (2016) applied the QFD technique to enhance the quality of the burn unit services in Ghotbedin Hospital in Shiraz (Keshtkaran et al, 2016). Do gan and Akbal (2021) conducted a study with an AHP-weighted QFD carried out in a pediatric hospital in Turkey to determine pediatric patients' expectations and how to meet their expectations (Do gan and Akbal, 2021).…”

Pengembangan Produk Spring Steel Menggunakan Kerangka Kerja Quality Function Deployment (QFD)

“…Metode yang digunakan pada penelitian ini menggunakan tahapan dari kerangka pemikiran Quality Function Deployment (QFD). Langkah penelitian ini berdasarkan tujuh langkah utama QFD yang diadopsi dari Tsegaw et al (2017) dan Keshtkaran et al (2016), yaitu (1) identifikasi kebutuhan konsumen (customer requirements), (2) penentuan matriks bobot prioritas dari kebutuhan konsumen (customer requirements priority matrix/weight importance), (3) penentuan kebutuhan teknis (technical requirements), (4) penentuan matriks hubungan antara kebutuhan konsumen dengan kebutuhan teknis (customer requirements and technical specifications relationship matrix), (5) penentuan matriks korelasi antar kebutuhan teknis (technical requirements' relationship matrix), (6) penentuan matriks perencanaan dan bobot (planning matrix and customer requirements priority matrix), (7) penentuan target dan bobot dari kebutuhan teknis (technical requirements priority matrix and target spesifications). Tahapan tersebut secara grafis dapat dilihat pada Gambar 1.…”

“…Quality Function Deployment (QFD) adalah metode perencanaan yang digunakan untuk mendiskripsikan keinginan pelanggan dan menerjemahkannya kedalam tahapan strategis sehingga menghasilkan produk dengan karakteristik yang sesuai dengan keinginan konsumen (Ali Akram, Iqbal Mahmud, Riad Bin Ashraf, Awal, & Talapatra, 2018;Keshtkaran, Hashemi, Kharazmi, & Abbasi, 2016). QFD juga dikenal sebagai sebuah sistem yang digunakan untuk mendesaik produk atau jasa yang melibatkan seluruh fungsi organisasi industri dan pemasok dengan menggunakan tahapan-tahapan yang mampu menerjemahkan kebutuhan konsumen ke dalam kebutuhan teknis yang tepat (Oakland & Marosszeky, 2006).…”

“…QFD dikenalkan pada tahun 1970-an di Jepang dan pada perkembangannya mampu memberikan kesuksesan bagi setiap organisasi industri yang menggunakannya, baik di Jepang seperti Toyota beserta pemasoknya maupun di luar Jepang seperti Hawleet-packard, General motor, dan Ford. QFD juga sudah diimplementasikan pada berbagai bidang usaha, seperti pertanian (Djekic et al, 2017), makanan (Aleshkov et al, 2019;Dvoryaninova, Alekhina, Kutsova, Kosenko, & Pegina, 2020), perhotelan (Ali Akram et al, 2018), kesehatan (Keshtkaran et al, 2016), asuransi (Kecek & Akinci, 2016), pendidikan (Karanjekar, Lakhe, & Deshpande, 2019;Matorera & Fraser, 2016), konstruksi (Paul & Seth, 2017), teknologi informasi (Han, Jung, & Tom Dieck, 2019) dan berbagai industri manufaktur (Kato & Katsumata, 2016;A. W. Lee, Lin, Kuo, & Lee, 2017;Tsegaw, Balasundaram, & Kumar, 2017;Ullah & Ali, 2017).…”