An integrated method of Kano model and QFD for designing impressive qualities of healthcare service

摘要

Healthcare service industry is one of the fast growing service sectors in Taiwan. Customer satisfaction and patient-oriented service are becoming important issues and playing significant roles on establishing sustainable strategies. Due to lack of a systematically effective method of identifying patients’ needs and voice, in this paper, we present an integrated methodology of Kano model and Quality Function Development (QFD). Firstly, Kano model is applied to identify customer needs, and calculate customer satisfaction coefficient that helps the manager to prioritize the importance of service qualities that can increase customer satisfaction. Then, by following the same procedures for product design the four phases of QFD are used to translate the voice of the patients’ needs into the regular service planning. With this methodology, managers can straightforwardly identify and prioritize what customers need. The steps described here are practical procedures for improving and upgrading healthcare service. Furthermore, the results can facilitate the managers to develop sustainable strategies.