The Research Of Medical Service Quality Improvement Based On Quality Function Deployment

Quality problems have been favored by Suppliers and enterprise management personnel. Service quality is increasingly attention by the majority of consumers and service providers with the development of service industry. The improvement of service quality is proven has positive correlation with customer satisfaction. The improvement of service quality will increase the customer satisfaction to a certain degree, which can make the enterprise expand its’ market share and increase its’ profits in the fierce competition. Therefore, as an important research area of hospital management, the research status and improvement methods of the medical service quality management are the main focus of the hospital managers and scholars. This study is on the basis of review 、analysis and statistics about the related literature(model of service quality, he measurement of service quality, the influential factors of medical service quality, the evaluation method of medical service quality, etc), from the perspective of the QFD method, in an attempt to achieve the result of medical service quality improvement.The purpose of this study is introducing the QFD method to the management of the medical service organization, preliminary construction the improvement model of the medical service quality. First, on the basis of Summarizing the domestic and foreign research focus, involved industry, this study put forward the basic principle of QFD and HOQ method. Next, according to the principle of QFD method, this paper build house of quality of key characteristic of medical service process. Finally, combined with a concrete case, this paper analysis and study the concrete operational and practical application effect of QFD method. The findings of this paper have a guiding significance for medical service organization to improve its service quality. As well as provide the basis for medical service organization improve their quality of medical services continuously.This study points out that the QFD method can locate service focus that organization should be improve more accurately and quickly in the field of medical services, and better evaluate and improve the organization’s service quality, pursuit the quality policy of "continuous improvement". This thesis not only identified the possibility of the QFD method applications into the medical service quality management situation, also get new discovery and enlightenment in the practical application in the process of diagnosis and treatment in hospital.