Improving Local Hospital Services with Quality Function Deployment

Abstract

Quality as a term is often defined as meeting or exceeding the expectations of customers. This concept can relatively be easier to adopt at typical manufacturing and service companies. However, for healthcare systems in general and hospitals in particular, it is often a more complex and challenging task. Quality Function Deployment (QFD) is a commonly used quality tool for translating customer needs into design and operational measures in both manufacturing and services. Throughout the years, the QFD method has significantly developed and was widely implemented for quality improvement in both industrial and service sectors. Each new QFD application often presents an opportunity for practitioners to think about other areas where QFD concept could be used. QFD application in a hospital context presents further unique challenges due to the nature and criticality of hospital operations.