A technique of the analysis of subjective and objective characteristics of medical services for design of quality of medical services (Voronezh state medical university of N. N. Burdenko, Voronezh, Russia) Annotation.

2020 ◽  
pp. 19-25
Author(s):  
A. V. Danilov ◽  
Keyword(s):  
Control System ◽  
Six Sigma ◽  
Quantitative Methods ◽  
Medical Services ◽  
Quality Of Services ◽  
House Of Quality ◽  
Medical Organization ◽  
Degree Of Satisfaction ◽  
Medical University

In a control system of quality of medical services the important part is assigned to estimates of results of activity of the medical organization, in particular degree of satisfaction of patients with quality of the received services. Now the question of quality of medical services is extremely relevant, a need for development of instruments of improvement of quality of services is had. Methods: The technique of measurement of satisfaction with quality of SERVQUAL provided to medical care based on provisions of GOST “Quality Management …” and a technique of expansion of functions of quality of QFD which elements are defined in GOST “Quantitative methods of improvement of processes “Six sigma are used”. Results: Approach on the basis of integration of techniques of measurement of satisfaction of consumers of medical services of SERVQUAL and expansion of function of quality of QFD which realization allows to build the House of quality is stated and to create data for carrying out design of quality of medical services. Conclusion: The conducted research allowed to create tools for elaboration of the adjusting and warning operating influences directed to demanded change of quality of medical services and, as a result, the recipients of services increasing satisfaction.

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 Analysis of Service Quality Improvement Using the Six Sigma Method in the Hotel Four Seasons Resort at Jimbaran Bay

2020 ◽  
Vol 3 (2) ◽  
pp. 91-96
Author(s):  
P W Y Kencana ◽  
◽  
I P M Astawa ◽  
I M Wijana ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Six Sigma ◽  
Quality Of Services ◽  
Level Of Service ◽  
Customer Expectations ◽  
Four Seasons ◽  
Fishbone Diagram ◽  
Administrative Procedures ◽  
Resort Hotel

The purpose of this research is to determine the level of service quality applied at the Four Seasons Resort Hotel at Jimbaran Bay with the Six Sigma method. This research applies Six Sigma as a method to improve the quality of services of the Four Seasons Resort Hotel at Jimbaran Bay, specifically to meet customer expectations so that customers feel satisfied with the services provided. The results showed that the Four Seasons Resort Hotel at Jimbaran Bay had a DPMO value of 201.944, if converted it showed a Six Sigma value of 2,34 on a satisfaction target of 5 or very satisfied. Based on the Fishbone diagram, the order of problems that dominates must be resolved is the evaluation of services and facilities, standardization of time or improvement of administrative procedures, and allocation of vacant room items.

scholarly journals PENERAPAN METODE QUALITY FUNCTION DEPLOYMENT GUNA MENINGKATKAN KUALITAS PELAYANAN JASA PADA KOPERASI AGRONIAGA INDONESIA SYARI’AH

2014 ◽  
Vol 3 (1) ◽  
Author(s):  
Ahmad Yani
Keyword(s):  
Quality Improvement ◽  
Quality Function Deployment ◽  
Direct Evidence ◽  
Quality Of Services ◽  
House Of Quality ◽  
Quality Function ◽  
Precision And Accuracy ◽  
Voice Of Customer

AhmadYaniPT. Visiland Dharma Sarana Jakarta PusatE-mail: [email protected] research objective was to implement QFD (Quality Function Deployment) to improve the qualityof service on Kanindo Shari’ah. Variables consisted of direct evidence, reliability, responsiveness,assurance, empathy. Phase of the QFD were (1) poll (Voice of Customer), (2) analysis with QFD, (3)the preparation of Quality Houses. Respondents were customers on Kanindo Shari’ah, namely 40customers who were collected by using accidental sampling. The results showed that the improvementin the quality of services performed by observing attributes of interest to the customer. Then, thecustomer satisfaction performance attributes were the most satisfying hospitality and good communication.Competitive satisfaction performance attributes satisfied customer was adequate infrastructure.Goal was the most preferred attribute settle by Kanindo Shari’ah. The highest value on ImprovementRatio was the speed, precision and accuracy of serving customers. Sales point showed a stronglevel of sales. Finally, the analysis of the results obtained planning quality improvement services inthe form of House Of Quality (HOQ)Keywords: Quality function deployment, direct evidence, reliability, responsiveness, assurance, empathy,house of quality

scholarly journals IMPLEMENTASI METODE QUALITY FUNCTION DEPLOYMENT DAN METODE SERVQUAL DIMENSI KEPARIWISATAAN GUNA PERBAIKAN KUALITAS PARIWISATA PANTAI KEBUMEN (Studi Kasus pada Pantai Logending, Pantai Manganti, Pantai Suwuk, Pantai Petahanan, dan Pantai Brencong)

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Kabul Trifiyanto ◽  
Ika Susilowati
Keyword(s):  
Quality Function Deployment ◽  
Quality Of Services ◽  
House Of Quality ◽  
City Center ◽  
Quality Function ◽  
The Government ◽  
Tourism Services ◽  
The City ◽  
Qfd Method

Kebumen tourism is dominated by south coast destination objects with combat routes ranging from half to two hours drive from the city center. Since 2015 tourist visits  have increased, but on average only 14%. This is not comparable with the budget issued by the government to date which focuses on tourism infrastructure and the opening of new objects, especially coastal areas. According to preliminary studies the cause is because of visitor dissatisfaction with the quality of services provided, especially coastal tourism. So as to provide recommendations for improvements in tourism services in this study, the quality function deployment (QFD) method is based on servqual evaluation specifically for tourism dimensions. There are 43 variables used to define the quality of service dimensions of tourism for visitors. By using additional kano models, 12 critical variables were obtained. Then the critical variable produces 16 technical responses through the house of quality method for later as a recommendation for improvement. With the priority of repairs are; making tourist management SOPs, adding cleaners, and adding a viewing post/spot

scholarly journals FRAUD DIAMOND THEORY DAN KUALITAS PENGELOLAAN KEUANGAN DENGAN MODERASI SISTEM PENGENDALIAN INTERNAL

2019 ◽  
Vol 2 (2) ◽  
pp. 207-223
Author(s):  
Evi Yuli Susanti ◽  
Gideon Setyo Budiwitjaksono
Keyword(s):  
Control System ◽  
Internal Control ◽  
Financial Management ◽  
Local Governments ◽  
Quantitative Methods ◽  
Good Governance ◽  
Sampling Technique ◽  
Government Accounting ◽  
Internal Control System

Regional financial management is a key element in good governance. The preparation of financial statements based on government accounting standards is a form of quality financial statement management. It can shows the performance of government that always realizes transparency and accountability of local governments. This study aims to examine the effect of fraud diamond theory on the quality of financial management with an internal control system as a moderating variable. This study uses quantitative methods and data samples of 90 employees in the Regional Apparatus Organization (Organisasi Perangkat Daerah – OPD) Malang City, East Java, with a purposive sampling technique based on criteria. Data analysis using Path Analysis techniques. The results showed that pressure, opportunity, rationalization and ability affect the quality of financial management. While the internal control system is not able to strengthen or weaken the influence of pressure, opportunity, rationalization and ability to the quality of financial management.

scholarly journals On the Agreement between Patients’ Perceptions and Expectations about the Quality of Hospital Services

2021 ◽  
Vol 13 (9) ◽  
pp. 33
Author(s):  
Ashraf A’aqoulah ◽  
Raghib Abu Saris ◽  
Omar B. Da’ar
Keyword(s):  
Service Quality ◽  
Quantitative Methods ◽  
Teaching Hospitals ◽  
Quality Of Services ◽  
Hospital Services ◽  
Cross Sectional ◽  
Highly Educated ◽  
And Gender ◽  
Perceptions And Expectations

Minimizing the gap and ensuring agreement between patients’ perceptions and expectations is an indication of a better quality of hospital services. This study aimed to examine the agreement between patients’ perceptions and expectations of the quality of hospital services. A cross-sectional design was adopted, and quantitative methods were employed for data collection. The SERVAQUAL tool was used. The sample size was 415 participants. This study was conducted in Jordanian teaching hospitals. The study population was patients who used outpatient clinics in these hospitals. The study found that there is very low agreement between patients’ expectation and their perceptions. Overall, the perceived service quality was significantly lower than the expected service quality across all of the dimensions used to measure the service quality gap (reliability, responsiveness, assurance, empathy, and tangibles). The results suggest regional variation, where patients who sought care at hospitals in Amman have a four-fold higher perception of the quality of services than patients who visited Irbid hospitals. Also, patients who are more highly educated (Diploma, Bachelor, or Higher Studies) have a higher perception than patients who have less than secondary education. Age and gender were found to have no significant association with patients’ perceptions. The findings of this study suggest that there is a gap between patients’ perceptions and expectations. Thus, there is a need to close this gap by improving patient satisfaction with the quality of services.

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