Quality Function Deployment in Healthcare: Systematic Literature Review
DOI:
https://doi.org/10.32734/jsti.v24i1.7297Keywords:
Healthcare, House of Quality, Quality Function Deployment, Literature ReviewAbstract
More specific knowledge about Quality Function Deployment (QFD) has grown rapidly. There is a lot of research on the application of QFD in various industrial sectors including manufacturing, construction and services. However, it is still found at least the implementation of QFD in health services. This paper aims to provide a broad understanding and knowledge of the application of QFD in the healthcare industry. This paper also informs that QFD is a method that is not yet popular to be applied in the service industry, including health services. The approach used is Systematic Literature Review. This paper involves a review study of various papers from well-known databases related to the implementation of QFD in the healthcare industry. The results showed that QFD can improve service and create customer satisfaction. QFD is a tool that can be used to assist companies in improving services by translating consumer desires into the company's technical characteristics. QFD applications are also often integrated with other approaches so that QFD can be said as a complementary method that is able to provide maximum results. This paper provides benefits for practitioners to increase knowledge and references to improve company performance related to QFD applications in health services.
Downloads
References
Narto, “Integrasi Metode Swot dan QFD Untuk Meningkatan Daya Saing Usaha Melalui Pengembangan Produk Otak-Otak Bandeng Gresik,” Spektrum Ind., vol. 18, no. 1, pp. 65–74, 2020, doi: http://dx.doi.org/10.12928/si.v18i1.13990.
A. Z. Yamani and A. Munang, “Rancang Bangun Alat Panjat Untuk Penderes Nira Kelapa Di Kabupaten Banyumas,” Spektrum Ind., vol. 17, no. 1, p. 87, 2019, doi: 10.12928/si.v17i1.12727.
Cohen, Quality Fuction Deployment: How to Make QFD Work for You. Massachusetts: Addison Wesley Publishing Co., 1995.
P. Gupta and R. K. Srivastava, “Customer Satisfaction for Designing Attractive Qualities of Healthcare Service in India using Kano,” MIT Int. J. Mech. Eng., vol. 1, no. 2, pp. 101–107, 2011.
A. Al-Bashir, M. Al-Rawashdeh, R. Al-Hadithi, A. Al-Ghandoor, and M. Barghash, “Building medical devices maintenance system through quality function deployment,” Jordan J. Mech. Ind. Eng., vol. 6, no. 1, pp. 25–36, 2012.
C. Venkateswarlu and A. K. Birru, “Integrated Quality Function Deployment as a Tool for Quality Achievement in Healthcare,” Int. J. Appl. Ind. Eng., vol. 1, no. 2, pp. 80–92, 2012, doi: 10.4018/ijaie.2012070106.
J. Sharma, “Optimised design and development of a bio-medical healthcare device through quality function deployment (QFD).,” Int. J. Electron. Healthc., vol. 7, no. 1, pp. 68–87, 2012, doi: 10.1504/IJEH.2012.048670.
M. Sinha, H. CamgözAkdağ, M. Tarım, S. Lonial, and A. Yatkın, “QFD application using SERVQUAL for private hospitals: a case study,” Leadersh. Heal. Serv., vol. 26, no. 3, pp. 175–183, Jul. 2013, doi: 10.1108/LHS-02-2013-0007.
M. Azadi and R. Farzipoor Saen, “A combination of QFD and imprecise DEA with enhanced Russell graph measure: A case study in healthcare,” Socioecon. Plann. Sci., vol. 47, no. 4, pp. 281–291, 2013, doi: 10.1016/j.seps.2013.05.001.
H.-S. Shih and S.-H. Chen, “A Conceptual Design of a Mobile Healthcare Device – An Application of Three-Stage QFD with ANP and TRIZ,” Int. J. Oper. Res., vol. 10, no. 2, pp. 80–91, 2013, doi: 10.13033/isahp.y2013.001.
I. Gremyr and H. Raharjo, “Quality function deployment in healthcare: A literature review and case study,” Int. J. Health Care Qual. Assur., vol. 26, no. 2, pp. 135–146, 2013, doi: 10.1108/09526861311297343.
T. Yeh and H. . Lai, “Evaluating the effectiveness of implementing quality management practices in the medical industry,” Springer, vol. 19, no. October, pp. 102–112, 2015, doi: https://doi.org/10.1007/s12603-014-0486-4.
M. M. H. Chowdhury and M. A. Quaddus, “A multi-phased QFD based optimization approach to sustainable service design,” Int. J. Prod. Econ., vol. 171, pp. 165–178, 2014, doi: 10.1016/j.ijpe.2015.09.023.
C. K. M. Lee, C. T. Y. Ru, C. L. Yeung, K. L. Choy, and W. H. Ip, “Analyze the healthcare service requirement using fuzzy QFD,” Comput. Ind., vol. 74, pp. 1–15, 2015, doi: 10.1016/j.compind.2015.08.005.
A. C. Ionica and M. Leba, “QFD Integrated in New Product Development - Biometric Identification System Case Study,” Procedia Econ. Financ., vol. 23, no. October 2014, pp. 986–991, 2015, doi: 10.1016/s2212-5671(15)00454-2.
N. Hashemi, M. Marzban, and S. Delavari, “Quality function deployment: Application to chemotherapy unit services,” Middle East J. Cancer, vol. 6, no. 4, pp. 219–228, 2015.
N. Nordin, “A Conceptual Kano and Quality Function Deployment ( QFD ) Framework For Healthcare,” Conf. 2nd Int. Conf. Roles Humanit. Soc. Sci. Eng. 2010 (ICoHSE 2), no. November, 2015.
E. Sandelands, “Combined quality function deployment and the logical framework approach to improve quality of emergency care in Malta,” Int. J. Health Care Qual. Assur., vol. 7, no. 4, pp. 1–40, 2015, doi: 10.1108/09526862199400001.
J. Wibawa, Meyliana, H. A. E. Widjaja, and A. N. Hidayanto, “Integrating IS Success Model, SERVQUAL and Kano Model into QFD to improve Hospital Information System quality,” Proc. 2016 Int. Conf. Inf. Manag. Technol. ICIMTech 2016, no. November, pp. 29–34, 2016, doi: 10.1109/ICIMTech.2016.7930297.
L. C. Wood, C. Wang, H. Abdul-Rahman, and N. S. Jamal Abdul-Nasir, “Green hospital design: Integrating quality function deployment and end-user demands,” J. Clean. Prod., vol. 112, pp. 903–913, 2016, doi: 10.1016/j.jclepro.2015.08.101.
M. Pourmadadkar, M. A. Beheshtinia, and K. Ghods, “An integrated approach for healthcare services risk assessment and quality enhancement,” Int. J. Qual. Reliab. Manag., vol. 37, no. 9–10, pp. 1183–1208, 2017, doi: 10.1108/IJQRM-11-2018-0314.
B. Dehe and D. Bamford, “Quality Function Deployment and operational design decisions–a healthcare infrastructure development case study,” Prod. Plan. Control, vol. 28, no. 14, pp. 1177–1192, 2017, doi: 10.1080/09537287.2017.1350767.
K. Kassela, M. Papalexi, and D. Bamford, “Applying quality function deployment to social housing?,” TQM J., vol. 29, no. 3, pp. 422–436, 2017, doi: 10.1108/TQM-03-2016-0030.
C. H. Hsu, A. Y. Chang, and W. Luo, “Identifying key performance factors for sustainability development of SMEs – integrating QFD and fuzzy MADM methods,” J. Clean. Prod., vol. 161, pp. 629–645, 2017, doi: 10.1016/j.jclepro.2017.05.063.
A. Priyono and A. Yulita, “Integrating Kano Model and Quality Function Deployment for designing service in hospital front office,” Intang. Cap., vol. 13, no. 5, pp. 923–945, 2017, doi: 10.3926/ic.1001.
R. S. Schillo, D. A. Isabelle, and A. Shakiba, “Linking advanced biofuels policies with stakeholder interests: A method building on Quality Function Deployment,” Energy Policy J., vol. 100, no. October 2016, pp. 126–137, 2017, doi: http://dx.doi.org/10.1016/j.enpol.2016.09.056.
M. Moğol Sever, “Improving check-in (C/I) process: an application of the quality function deployment,” Int. J. Qual. Reliab. Manag., vol. 35, no. 9, pp. 1907–1919, Oct. 2018, doi: 10.1108/IJQRM-03-2017-0043.
Z. Raziei, S. A. Torabi, S. Tabrizian, and B. Zahiri, “A Hybrid GDM-SERVQUAL-QFD Approach for Service Quality Assessment in Hospitals,” EMJ - Eng. Manag. J., vol. 30, no. 3, pp. 179–190, 2018, doi: 10.1080/10429247.2018.1443670.
K. J. Kim et al., “Development of service concepts that utilize health-related data: A case study with the National Health Insurance Service of South Korea,” IISE Trans. Healthc. Syst. Eng., vol. 8, no. 4, pp. 237–249, 2018, doi: 10.1080/24725579.2018.1502221.
M. Ali Akram, M. Iqbal Mahmud, S. Riad Bin Ashraf, S. Awal, and S. Talapatra, “Enhancing the Healthcare Service Using Quality Function Deployment and Database Management System in the Outpatient Department of a Government Hospital of Bangladesh,” Int. Res. J. Eng. Technol., vol. 5, no. 4, pp. 2022–2029, 2018.
I. Siregar, “Application Quality Function Deployment to Improve Quality of Patient Service in Hemodialysis Installation,” IOP Conf. Ser. Mater. Sci. Eng., vol. 598, no. 1, pp. 0–4, 2019, doi: 10.1088/1757-899X/598/1/012038.
S. Joshi and P. Bhargava, “Waste Management Integration with Green Quality Function Deployment (G-QFD) for Healthcare Centre,” Prod. Eng. Arch., vol. 22, no. 22, pp. 45–49, 2019, doi: 10.30657/pea.2019.22.09.
M. Barad, “Linking cyber security improvement actions in healthcare systems to their strategic improvement needs,” Procedia Manuf., vol. 39, pp. 279–286, 2019, doi: 10.1016/j.promfg.2020.01.335.
A. Hasibuan et al., “Service Quality Improvement by Using the Quality Function Deployment (QFD) Method at the Government General Hospital,” J. Phys. Conf. Ser., vol. 1363, no. 1, 2019, doi: 10.1088/1742-6596/1363/1/012095.
M. E. Gonzalez, “Improving customer satisfaction of a healthcare facility: reading the customers’ needs,” Benchmarking, vol. 26, no. 3, pp. 854–870, 2019, doi: 10.1108/BIJ-01-2017-0007.
S. Barutçu, “mHealth apps design using quality function deployment,” Int. J. Health Care Qual. Assur., vol. 32, no. 4, pp. 698–708, 2019, doi: 10.1108/IJHCQA-08-2018-0195.
S. Kayapinar Kaya and N. Erginel, “Futuristic airport: A sustainable airport design by integrating hesitant fuzzy SWARA and hesitant fuzzy sustainable quality function deployment,” J. Clean. Prod., vol. 275, 2020, doi: 10.1016/j.jclepro.2020.123880.
N. U. Putra and F. K. Wang, “Integrating quality function deployment and failure mode and effect analysis in subcontractor selection,” Total Qual. Manag. Bus. Excell., vol. 31, no. 7–8, pp. 697–716, 2020, doi: 10.1080/14783363.2018.1444473.
D. H. Cropley, “Applying quality function deployment to the design of engineering programmes: approaches, insights and benefits,” Australas. J. Eng. Educ., vol. 00, no. 00, pp. 1–14, 2020, doi: 10.1080/22054952.2020.1776532.
R. xin Nie, Z. peng Tian, C. Kwai Sang, and J. qiang Wang, “Implementing healthcare service quality enhancement using a cloud-support QFD model integrated with TODIM method and linguistic distribution assessments,” J. Oper. Res. Soc., vol. 0, no. 0, pp. 1–23, 2020, doi: 10.1080/01605682.2020.1824554.
S. C. Mathews et al., “Prioritizing Health Care Solutions for Pressure Ulcers Using the Quality Function Deployment Process,” Am. J. Med. Qual., vol. 35, no. 3, pp. 197–204, 2020, doi: 10.1177/1062860619869990.
P. Duan, Z. He, Y. He, F. Liu, A. Zhang, and D. Zhou, “Root cause analysis approach based on reverse cascading decomposition in QFD and fuzzy weight ARM for quality accidents,” Comput. Ind. Eng., vol. 147, 2020, doi: 10.1016/j.cie.2020.106643.
K. Yeganegi, “The integration of QFD Technique and Value Engineering and its Applying in a Healthcare Center,” SSRN Electron. J., pp. 650–659, 2020, doi: 10.2139/ssrn.3601792.
Published
How to Cite
Issue
Section
Copyright (c) 2022 Jurnal Sistem Teknik Industri
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
The Authors submitting a manuscript do so on the understanding that if accepted for publication, the copyright of the article shall be assigned to TALENTA Publisher Universitas Sumatera Utara as the publisher of the journal.
Copyright encompasses the rights to reproduce and deliver the article in all forms and media. The reproduction of any part of this journal, its storage in databases, and its transmission by any form or medium will be allowed.
