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Integration Of Quality Function Deployment And Kano Model Launches To Enhancing Nursing Home Service Quality Of Nursing Home A In BAYUQUAN

Posted on:2017-02-20Degree:MasterType:Thesis
Country:ChinaCandidate:S Y YanFull Text:PDF
GTID:2284330482488797Subject:Industrial engineering
Abstract/Summary:PDF Full Text Request
With the development of our country’s economy as well as the aging phenomenon aggravating, the society develops enormous demand for nursing homes. But due to factors such as the congenital deficiency of development, most domestic nursing homes concentrate on providing service for elderly or health care service that based on grand landscape and environment with the traditional rehabilitation care service shrinking to a great extent. At this point, nursing homes are badly in need of optimization on management system, service pattern and service quality to establish a sound and professional service system, thus meeting market demand more sufficiently.Based on quality function deployment technique which concerns on customer demand, this paper proposed a application framework of extract the key technique attributes in a case of nursing home A in BaYuQuan. Firstly, based on literature review and questionnaire survey, the nursing home service quality was deployed into 28 requirement items which passed reliability test. Then, fuzzy analytic hierarchy process(FAHP) based on triangle fuzzy number was adapted to acquire the fundamental importance of the 28 requirement items. After that, the kano’s model was adapted to adjust the importance. At last, based on quality function deployment(QFD) and importance-satisfaction(I-S) model, 10 critical service standards were extracted respectively. And 7 key technique attributes were determined eventually which provided a crucial guidance for developing optimum proposal for nursing home A.The application framework has been validated as effective in application. And it provides reliable methods for service quality optimization of companies in service.This developed a reference for the service improvement of domestic nursing homes.
Keywords/Search Tags:Quality function deployment, Kano model, Nursing home, Service quality optimization
PDF Full Text Request
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