Implementation of quality function deployment to identify priority needs of customers and health providers of child-friendly community health centre

2017 ◽  
pp. 12
Author(s):  
N.N. Ariani ◽  
N.M. Sri Nopiyani ◽  
I.P. Ganda Wijaya
Keyword(s):  
Quality Of Service ◽  
Community Health ◽  
Quality Function Deployment ◽  
Health Centre ◽  
Community Health Centre ◽  
Health Staff ◽  
House Of Quality ◽  
Child Friendly ◽  
Priority Needs

Background and purpose: The efforts to increase quality of service is critical in public services. Service providers should be able to identify customer needs and expectations. As one of health provider, community health centre are required to develop mechanisms for identifying needs of customers and staff. Needs assessment of clients and staff at Blahbatuh II Health Centre is never been conducted. This study aims to identify priority needs of customer and staff to improve the quality of service at Blahbatuh II Health Centre.Methods: A quantitative study was conducted at Blahbatuh II Health Centre. Data was collected through interviews guided by a structured questionnaire. A total of 97 customers were consecutively selected and were interviewed. Eight staff of child-friendly community health centres were purposively recruited. Data was analysed using quality function deployment method and presented in the House of Quality (HoQ) matrix.Results: There were 16 and 13 expectations from customers and staff respectively. The house of quality matrix showed that respondents ranked several expectations as the most important that include friendly staff, quick and on-time services, and effective treatment. Health staff on the other hand expected the centre to implement performance-based reward system, to provide training program and to follow the standard operating procedures.Conclusions: Expectations from customers and health staff are different. In order to meet these expectations, health centre should design and implement a quality improvement program to address these diverse quality issues.

Implementation of quality function deployment to identify priority needs of customers and health providers of child-friendly community health centre

2017 ◽  
Vol 5 (1) ◽  
pp. 9
Author(s):  
Ni Nyoman Ariani ◽  
Ni Made Sri Nopiyani ◽  
I Putu Ganda Wijaya
Keyword(s):  
Quality Of Service ◽  
Community Health ◽  
Quality Function Deployment ◽  
Health Centre ◽  
Health Staff ◽  
House Of Quality ◽  
Health Providers ◽  
Child Friendly ◽  
Priority Needs

Background and purpose: The efforts to increase quality of service is critical in public services. Service providers should be able to identify customer needs and expectations. As one of health providers, community health centre are required to develop mechanisms for identifying needs of customers and staff. Needs assessment of clients and staff at Blahbatuh II Health Centre is never been conducted. This study aims to identify priority needs of customer and staff to improve the quality of service at Blahbatuh II Health Centre.Methods: A quantitative study was conducted at Blahbatuh II Health Centre. Data was collected through interviews guided by a structured questionnaire. A total of 97 customers were consecutively selected and were interviewed. Eight staff of child-friendly community health centres were purposively recruited. Data was analysed using quality function deployment method and presented in the House of Quality (HoQ) matrix.Results: There were 16 and 13 expectations from customers and staff respectively. The house of quality matrix showed that respondents ranked several expectations as the most important that include friendly staff, quick and on-time services, and effective treatment. Health staff on the other hand expected the centre to implement performance-based reward system, to provide training program and to follow the standard operating procedures.Conclusions: Expectations from customers and health staff are different. In order to meet these expectations, health centre should design and implement a quality improvement program to address these diverse quality issues.

scholarly journals Analisis Peningkatan Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Menggunakan Importance Performance Analysis dan Metode Quality Function Deployment

2017 ◽  
Vol 6 (2) ◽  
Author(s):  
Gesit Thabrani ◽  
Firman Firman ◽  
Nia Lailatul Azmi
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Quality Function Deployment ◽  
Employee Empowerment ◽  
Waiting Room ◽  
Quality Function ◽  
Priority Needs ◽  
Analysis Quality ◽  
Service Attribute

Competition increasingly competitive requires every company both manufacturing and services, including RSUD Pariaman to always consider the customer wants and needs and try to meet what they expect. The purpose of this research is to analyze how is the quality of service, a service attribute be the first priority, and recommendations can be given to improve the quality of services RSUD Pariaman. The results showed that 25 of the 26 attributes of service is worth the negative gap with the largest value of -1.21 for the attribute "The hospital has a waiting room, treatment rooms, beds, toilets and adequate sanitation" and “The hospital has enough medicines and adequate medical equipment (such as CT-Scan, MRI, USG, etc)”. Based on analysis of IPA there are 11 attributes included in quadrant A and must be repaired. Recommendations based on the highest priority needs to be done and improved in advance is "Conducting training and employee empowerment" with the highest analytical value 0.1702 or 17.02%. With this recommendation is expected to improve the quality of service in RSUD Pariaman.  Keywords: Service Quality, Importance Performance Analysis, Quality Function Deployment

STUDI ATAS PELAYANAN CLIENT COORDINATOR PADA KANTOR PELAYANAN UTAMA BEA DAN CUKAI TIPE A TANJUNG PRIOK DENGAN MENGGUNAKAN SERVQUAL, MODEL KANO DAN QUALITY FUNCTION DEPLOYMENT

INFO ARTHA ◽  
2017 ◽  
Vol 5 ◽  
pp. 35-54
Author(s):  
Guruh Supenget ◽  
Nur Aisyah Kustiani
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Public Services ◽  
House Of Quality ◽  
Kano Model ◽  
Quality Function ◽  
Customer Expectations

This study aims to determine the quality, the importance of service attributes and the appropriate effort to improve the quality of public services provided by the Client Coordinator at the Direktorat Jenderal Bea dan Cukai. This study uses SERVQUAL questionnaire, Kano Model and Quality Function Deployment. SERVQUAL questionnaire is used to assess customer satisfaction (quality of service) by comparing customer expectations and the actual quality of service received by the customer. KANO model is used to determine which service attributes are important based on the perception of the customer. Moreover, the important service attributes identified by customer is analyzed in the house of quality (Quality Function Deployment method) to determine appropriate effort by government. A blend of these methods can be replicated in other efforts to improve public services so that the improvement will match with the needs of customers (community). 

scholarly journals STRATEGI PENGEMBANGAN KUALITAS PELAYANAN UNTUK MEMENUHI KEINGINAN KONSUMEN PADA BENGKEL WIJAYA TOYOTA

2019 ◽  
Vol 1 (1) ◽  
pp. 39-54
Author(s):  
Anggit Suryopratomo
Keyword(s):  
Qualitative Methods ◽  
Direct Contact ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Spare Parts ◽  
Quality Of Services ◽  
House Of Quality ◽  
Waiting Room ◽  
Care Services

This study addresses the complex problems in taking a decision to achieve corporate objectives, to improve the quality of consumer care services, as well as care services in accordance with the wishes of the customer in Workshop Wijaya Toyota (PT Wijaya Motor Lestari) in partnership with PT Astra International Tbk. This research is descriptive, assigning a sample of 100 customers. Data were processed in the qualitative  methods using Quality Function Deployment and the result was displayed in a matrix House of Quality. The results show that strategies the workshop Wijaya Toyota applies to improving the quality of services are: the waiting room and toilet cleanliness, promoting warranty repair workshop, ensuring the accuracy of completion time of maintenance, speed of completion of the work, maintenance appropriate to their complaints, garage attendant explanation of maintenance, stock availability of original spare parts, direct workshop personnel explanation at the time of submission, garage attendant explanation upon delivery, transparent overall cost to be paid,  reasonableness price of original parts, friendliness and courtesy officer spare parts, and workshop personnel direct contact. 

scholarly journals HUBUNGAN MOTIVASI DAN PEKERJAAN IBU DENGAN PEMBERIAN MAKANAN PENDAMPING AIR SUSU IBU (MP-ASI) DINI PADA BAYI DI BAWAH USIA 6 BULAN

2021 ◽  
Vol 5 (1) ◽  
pp. 263-270
Author(s):  
Pandu Sandika ◽  
Nur Afrinis ◽  
Emdas Yahya
Keyword(s):  
Community Health ◽  
Complementary Feeding ◽  
Health Workers ◽  
Health Centre ◽  
Community Health Centre ◽  
Bivariate Analysis ◽  
P Value ◽  
Chi Square ◽  
Cross Sectional ◽  
Work Area

Complementary feeding of breastmilk to infants aged less than 6 months can cause health problems such as constipation, diarrhea and allergies. It will have an impact on the nutritional status of the infant. The purpose of this study was to determine the relationship between motivation and mother occupation with complementary feeding of breastmilk to infants under the age of 6 months in Naga Beralih village the work area of Community Health centre Kampar Utara in 2020. This type of research was analytic with cross sectional design. The population of this research was mothers who have infants aged 0-6 months in Naga Beralih village, the working area of Community Health centre Kampar Utara, totaling 41 people. Data collection tools in this study used a questionnaire. Data analysis in this study used univariate and bivariate analysis with chi square. The results showed that most of the respondents have high motivation in giving complementary breastfeeding, most of the respondents work, most of the respondents give complementary foods to infant under the age of 6 months. There was a relationship of motivation with complementary feeding with p value of 0.001. There was a work relationship with the provision of complementary feeding under the age of 6 months in Naga Beralih village the work area of Community Health centre Kampar Utara in 2020 with a p value of 0.002. For health workers, in order to increase education about the importance of complementary breastfeeding by forming classes for infants and toddlers to provide information and demonstrations, especially regarding the amount of complementary breastfeeding, types of food and timing of complementary feeding.

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