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A conceptual kano and quality function deployment (Qfd) framework for healthcare service

Link to publisher's homepage at http://ijbt.unimap.edu.my/

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Main Authors: Norshahrizan, Nordin, Razli, Che Razak
Other Authors: norshahrizan@unimap.edu.my
Format: Article
Language:English
Published: School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP) 2015
Subjects:
Complaints
Quality function deployment
Kano's model
Healthcare service
Main voice of customer
Online Access:http://dspace.unimap.edu.my:80/xmlui/handle/123456789/38597
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spelling my.unimap-385972015-01-20T05:09:31Z A conceptual kano and quality function deployment (Qfd) framework for healthcare service Norshahrizan, Nordin Razli, Che Razak norshahrizan@unimap.edu.my razll52@uum.edu.my Complaints Quality function deployment Kano's model Healthcare service Main voice of customer Link to publisher's homepage at http://ijbt.unimap.edu.my/ Healthcare organization is struggling to provide customer driven quality service. The key success of healthcare service is the ability to develop a comprehensive healthcare service and deliver the best service direct to customer as required. Coherently, the measure of customer feedback should definitely show good perception of service fulfillment and satisfaction. As part of quality improvement process, an outstanding healthcare organization should practice an effective complaint management system (CMS) as the main voice of customer (VOC) source, which directly mirror the quality of healthcare service. The CMS will act as an essential decision support tool by providing seamless handling of complaints, introduces systematic improvement process, thus enabling hospitals to turn weakness into opportunities. However, Malaysian top public healthcare organizations are implicitly not really put much efforts to have a kind of proper CMS to treat complaints as critical and need immediate resolution. In other words, the VOC might not be heard in right way and account as the customer demand, expect and desire. This scenario may be the evident and reason why the present states of public Malaysian healthcare service providers are still unable to fully incorporate the customer requirement or complaint in to their strategic agendas, which account all the customer needs and expectations. This paper presents the current scenario of local public health care service with special focus to their implementation of CMS or similar system, in conjunction with healthcare constraints and VOC. Based on recent healthcare literature, an inclusive comparison is made and discussed to justify the gap of improvement in healthcare service. From findings, it is identified that complaint management practice is lacking of systematic procedure to prioritize complaints by customers. To be competitive, an alternative customer prioritizing approach mainly incorporates the Quality Function Deployment (QFD) and Kana's Model is proposed conceptually. The new mechanism concept is hope to effectively address a complaint which not only satisfies the customer but also an opportunity to create positive experience with customers, building a healthier foundation, stronger brand value and avoiding legal penalties. It also provides fair balance information for decision making while facing constraints such as operational, legal, human resource and market pressures. 2015-01-20T05:09:31Z 2015-01-20T05:09:31Z 2011-02 Article International Journal of Business and Technopreneurship, vol.1 (Issue 1), 2011, pages 173-188 2231-7090 http://ijbt.unimap.edu.my/ http://dspace.unimap.edu.my:80/xmlui/handle/123456789/38597 en School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Complaints
Quality function deployment
Kano's model
Healthcare service
Main voice of customer
spellingShingle Complaints
Quality function deployment
Kano's model
Healthcare service
Main voice of customer
Norshahrizan, Nordin
Razli, Che Razak
A conceptual kano and quality function deployment (Qfd) framework for healthcare service
description Link to publisher's homepage at http://ijbt.unimap.edu.my/
author2 norshahrizan@unimap.edu.my
author_facet norshahrizan@unimap.edu.my
Norshahrizan, Nordin
Razli, Che Razak
format Article
author Norshahrizan, Nordin
Razli, Che Razak
author_sort Norshahrizan, Nordin
title A conceptual kano and quality function deployment (Qfd) framework for healthcare service
title_short A conceptual kano and quality function deployment (Qfd) framework for healthcare service
title_full A conceptual kano and quality function deployment (Qfd) framework for healthcare service
title_fullStr A conceptual kano and quality function deployment (Qfd) framework for healthcare service
title_full_unstemmed A conceptual kano and quality function deployment (Qfd) framework for healthcare service
title_sort conceptual kano and quality function deployment (qfd) framework for healthcare service
publisher School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
publishDate 2015
url http://dspace.unimap.edu.my:80/xmlui/handle/123456789/38597
_version_ 1643798817093451776
score 13.214268

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