scholarly journals Improving service quality of hospital front office using an integrated Kano model and quality function deployment

2017 ◽  
Vol 13 (5) ◽  
pp. 924 ◽  
Author(s):  
Anjar Priyono ◽  
Andina Yulita
Keyword(s):  
Quality Function Deployment ◽  
Service Providers ◽  
Kano Model ◽  
Quality Function ◽  
Integrated Method ◽  
Comprehensive Method ◽  
Technical Requirements ◽  
Starting Point ◽  
Front Office

Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes.Design/methodology/approach: This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 ‘must-be’ attributes, were analysed using the Kano Model.Findings: Using the integrated QFD and Kano Model, the service attributes needed for improvement were identified. The results are different from those when the company used either SERVQUAL or QFD alone. This study also reveals that benchmarking with competitor might produce misleading results. The results are different when the analysis combined a comprehensive method of QFD and Kano Model.Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.

scholarly journals Enhancing the Quality of a Higher Education Course: Quality Function Deployment and Kano Model Integration

2021 ◽  
Vol 10 (3) ◽  
pp. 312-327
Author(s):  
Mine Ömürgönülşen ◽  
Canan Eryiğit ◽  
Öznur Özkan Tektaş ◽  
Mehmet Soysal
Keyword(s):  
Higher Education ◽  
Quality Function Deployment ◽  
Total Quality ◽  
Kano Model ◽  
Course Quality ◽  
Quality Function ◽  
Technical Requirements ◽  
Important Relationship ◽  
Technical Specifications

There is an important relationship between the quality of undergraduate education and competitiveness in the global economy, especially for emerging economies. Quality Function Deployment (QFD) is one of the important methodologies in Total Quality Management (TQM) to translate customer requirements into technical specifications. The purpose of this study is to apply Third Generation Western QFD methodology together with Kano model to categorize and prioritize the needs of customers to increase a graduate-level course quality in higher education. To this end, the Voice of the Customer was identified through the Kano technique that enables categorization and prioritization of student requirements. To the best of our knowledge, this is the first empirical study in the literature that integrates the aforementioned methodologies in the field of higher education. With this integration, a focused quality house was generated which includes only prominent student and technical requirements. Accordingly, the prominent student requirements, which are classified as one-dimensional needs, are found to be the ones that are mostly lecturer-oriented attributes, such as the lecturer's theoretical and industrial knowledge. The interaction of the course with the industry, such as technical trips and invited speakers, which are called as attractive needs, are found to increase student satisfaction by creating delight. The prominent technical requirements are found to be budget/funds, number of students enrolled, lecturer workload, industry trip, good communication/empathy, lecturer qualifications, and competency in teaching. The combined framework may help educational decision-makers to identify and satisfy the main student requirements to enhance the quality of educational service processes.

scholarly journals IMPLEMENTATION OF THE FIRST QFD MATRIX IN A FIXING DEVICE FOR WEAR MASKS

2021 ◽  
Vol 9 (1) ◽  
pp. [12 P.]-[12 P.]
Author(s):  
ADRIAN JOSE BENITEZ LOZANO ◽  
MILDRED JULIANA GIRALDO HERNANDEZ
Keyword(s):  
Computer Aided Design ◽  
Quality Function Deployment ◽  
Scale Production ◽  
House Of Quality ◽  
Kano Model ◽  
Technical Aspects ◽  
Quality Function ◽  
Fused Deposition ◽  
Starting Point ◽  
Final Design

ABSTRACT: This paper presents the implementation of the first matrix known as house of quality (HOQ) in the framework of ´quality function deployment´ (QFD) methodology in a fixing device for wear masks. As a starting point, the customer´s voice is interpreted through the Kano model, which achieves the unique classification of customer requirements and technical aspects, in response to this by the manufacturer, are essential inputs to build the HOQ. In this house, the importance level scale of the requirements is shown, the correlation between them and the technical aspects, in order to achieve right decisions-making. Subsequently, the initial device design is presented, where the objectives that are expected to be obtained and its functionality are specified. For this, a commercial software in computer aided design (CAD) was used. An initial device prototype was obtained, with additive manufacturing technology or 3D printing by fused deposition melting. With the previously mentioned results, close scenarios would be achieved for the device´s final design, his validation and the scale production viability. Key Words: Quality Function Deployment (QFD), KANO Model, House Of Quality (HOQ), Design Methodology.

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 Integrasi Model Kano ke Dalam QFD untuk Mengoptimalkan Kualitas Perguruan Tinggi di Provinsi Riau

2019 ◽  
Vol 3 (1) ◽  
pp. 136-144
Author(s):  
Hafidzah Nurjannah
Keyword(s):  
Quality Function Deployment ◽  
Formal Education ◽  
Private Universities ◽  
Total Sample ◽  
House Of Quality ◽  
Kano Model ◽  
Competitive Situation ◽  
Quality Function ◽  
A Priority

Higher Education has become a need for formal education as a strategic sector which is expected to produce quality intellectual graduates who are competitive. The competitive situation among universities requires educational institutions to pay attention to the quality of their education so that they are able to excel in the competition. To be able to compete, universities must improve their quality by providing attributes that are a priority for student needs. The purpose of this study is to optimize the quality of Private Universities in Riau Province by providing several technical responses. The population in this study were all active students of Private Universities in Riau Province and the total sample of 397 respondents using probability sampling techniques. This study uses the Kano Model and the Quality Function Deployment (QFD) approach as an integration tool that can help collect student voices as customers (VoC) and produce a priority matrix of needs and technical responses in the form of House of Quality (HoQ). The results of this study found 7 (seven) priority priorities for students, including the online KRS filling process that is very easy for students, academic information easily obtained, fast, and accurate, academic administration staff are reliable / responsive in providing services, adequate health facilities, Adequate library facilities (books, proceeding journals, and articles), Easy internet access, and adequate computer labor. From this research, Private Universities can take several steps to optimize quality such as improving internet facilities, monitoring academic rules, and monitoring the learning process. Keywords : Kano Model, House of Quality (HoQ), Quality Function Deployment (QFD), Quality

scholarly journals Pengembangan Kualitas Pelayanan Produk Telekomunikasi Selular Diatas Kapal Menggunakan Metode Service Quality & Quality Function Deployment

2016 ◽  
Vol 12 (1) ◽  
pp. 293
Author(s):  
Maya Arlini Puspasari ◽  
Nia Kurniasih
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Providers ◽  
Quality Function ◽  
Five Dimensions ◽  
Customer Expectations ◽  
The People ◽  
Telecommunications Company

The need for telecommunications, including the category of primary need for the people of Indonesia, one of the important aspects that need to be considered by the telecommunications company is a technological innovation that can cover all of Indonesia to outlying places, not only telecommunications on land even when in the middle of the ocean though. With Cellular Telecommunications Company cooperation to support the availability of telemetry, then develop into the greatest benefit is the availability of the Mobile phone network for the passengers on board, to continue to innovate and deliver the best to customers, the service providers must continue to improve quality. Research conducted using the SERVQUAL method to measure the quality of service based on the five dimensions of service quality by analyzing gaps that occurs due to a mismatch between customer expectations and perceptions of the quality of service received. In this study wants and expectations of consumers translated into House of Quality in Quality Function Deployment. Results of research propose using strategy value to get priority repairs according to the company's abilityKeywords: Product Telecommunication, SERVQUAL, Quality Function Deployment, Quality Improvement

scholarly journals Integrating E-SERVQUAL and Kano Model into Quality Function Deployment to Improve Website Service Quality: An Application to University's Website

2016 ◽  
pp. 52-86 ◽  
Author(s):  
Dorie Pandora Kesuma ◽  
Achmad Nizar Hidayanto ◽  
Meyliana ◽  
Kongkiti Phusavat ◽  
Dina Chahyati
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Service Design ◽  
Internet Technology ◽  
Design Framework ◽  
Kano Model ◽  
Quality Function ◽  
The University

Today's internet technology has been utilized in various fields, one of which is to provide services in the field of education. Internet technology in the form of website enables organizations to provide anywhere anytime services to their customers, thus it is expected increasing customers' satisfaction. This research aims to develop a service design framework that can be used to evaluate the quality of website service at the university and formulate solutions for its improvement, by combining E-SERVQUAL, Kano Model, and Quality Function Deployment (QFD). To demonstrate the use of the proposed framework, we conducted a case study in one of the private universities in Palembang, Indonesia. Step by step of the framework usage is discussed, to provide a better understanding of the framework we are proposing.

Analisis Kualitas Pelayanan Dengan Penerapan Metode Quality Function Deployment Pada Pasien Unit Rawat Jalan Poliklinik Penyakit Dalam Badan Rumah Sakit Umum Daerah �45� Kuningan

2008 ◽  
Vol 4 (08) ◽  
pp. 36
Author(s):  
Lili Karmela Fitriani Karmela Fitriani
Keyword(s):  
Quality Function Deployment ◽  
Technical Characteristic ◽  
Importance Value ◽  
Quality Function ◽  
The Public ◽  
Water Closet ◽  
Degree Of Satisfaction ◽  
Voice Of Customer ◽  
Level Of Importance

AbstrakThe data of year 2006 show that amount of polyclinic patients care unit of BRSUD�45� Kuningan is the most among other polyclinics. The result of observation and interviews tell that the degree of satisfaction got by the patients is in the level(category) of middle (enough) and the degree of importance is in the level of high (important). The purpose of doing this research is to analyze the quality of service to improve the patients satisfaction using Quality Function Deployment method involving 96 respondents. The data were taken from the result of applying quality Function Deployment method in BRSUD�45� Kuningan tells that the attribute owning the highest level of importance is the competence or the skill of the doctors in handling their works while the attribute owning the lowest level is the availability of the public service facilities such as public phones, televisions, and ATM. The attribute that owns the most satisfaction value is the dressy of the officials while the attribute that owns the least satisfaction value is the comfortable, hygiene water closet. The technical characteristic owning relatively the highest importance value is the standard officers� performance; therefore, such attribute gets the highest attentive priority of technical characteristic (technical response)Keywords : QFD, House of Quality, Voice of Customer, Technical Characteristic, Technical Response

scholarly journals Improving Service of Quality using Quality Function Deployment

2019 ◽  
Vol 4 (2) ◽  
pp. 68
Author(s):  
Ratna Ekasari ◽  
Nurul Aziza ◽  
M Adhi Prasnowo ◽  
Khoirul Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Employee Performance ◽  
Point Of View ◽  
Title Page ◽  
Quality Function ◽  
Services Industry ◽  
Number Of Customers

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>AdiTeknik </span><span>is one of the garages in Sidoarjo, East Java, Indonesia, engaged in repairing services industry tools. This garage recently has problems in attracting customers. Prior studies suggest that one of the things that affect the number of customers is customer satisfaction. After listening to complaints from several consumers, consumers said that they are less satisfied with the quality of the garage. This phenomenon become the trigger for us to investigate the customer satisfaction especially on the </span><span>AdiTeknik </span><span>garage. One method that can be used to help companies to improve the quality according to customer point of view is Quality Function Deployment (QFD). We find that there are twelve attributes of the desires and needs of consumers to improve the quality of garage service of </span><span>AdiTeknik. </span><span>Those are the quality of repair, cleanliness and neatness of the garage, complete facilities for customer, employee performance, repair results in accordance with demand, timeliness of completion, the ability to analyze problems, clarity fees and the completion time, warranty repair results, employee friendliness, ease of contacting a workshop, and a willingness to give feedback. </span></p></div></div></div>

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