Improving Patient Needs By House Of Quality Model

Abstract

The quality function deployment (QFD) is a procedure to determine customers’ needs and evaluate, manage, and design a mechanism to enhance the current system (ReVelle, Moran, & Cox, 1998). The research will present a case study of applying the quality function deployment (QFD) model to enhance the healthcare processes and the customers’ satisfaction at a private hospital (Pandian Heart Centre, Madurai, Tamilnadu) in India, compared to other hospitals of the region. The identification of the customers’ needs is towards applying the quality function deployment (QFD) and focuses on defining, clarifying, and identifying the customer’s demands. The customers’ requirements are the drivers of the house of quality (HoQ) model. The study will use an organized method based on hospital customer-surveys to assess their current satisfaction level and will identify detailed actions that can be done to improve the overall quality of hospital services. To introduce and understand the quality function deployment (QFD) application and the tools associated with its use in the real world, to help design and improve a product or a service, to define the strategic and technical requirements through this method usage to help fulfil the customers’ demands and the other steps in product planning and  to show how the quality function deployment (QFD) can be implemented and what are the benefits of using such method in the chosen scenario are the objectives of this research.