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  1. Using Quality Function Deployment to Capture the Voice of the Customer and Translate It into the Voice of the Provider.

    Article - En anglais

    Background :

    Health care has a number of historical barriers to capturing the voice of the customer and to incorporating customer wants into health care services, whether the customer is a patient, an insurer, or a community.

    Quality function deployment (QFD) is a set of tools and practices that can help overcome these barriers to form a process for the planning and design or redesign of products and services.

    The goal of the project was to increase referral volume and to improve a rehabilitation hospital's capacity to provide comprehensive medical and/or legal evaluations for people with complex and catastrophic injuries or illnesses.

    High-level view of QFD as a process : The steps in QFD are as follows : capture of the voice of the customer, quality deployment, functions deployment, failure mode deployment, new process deployment, and task deployment.

    The output of each step becomes the input to a matrix tool or table of the next step of the process. (...)

    Mots-clés Pascal : Amélioration, Gestion, Hôpital, Clientèle, Satisfaction, Utilisateur, Qualité, Soin

    Mots-clés Pascal anglais : Improvement, Management, Hospital, Clientele, Satisfaction, User, Quality, Care

    Notice produite par :
    ORS Auvergne - Observatoire Régional de la Santé d'Auvergne

    Code Inist : 002B30A11. Création : 06/10/1999.