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.