1. Case 13 Application ofCase 13 Application of
QFD Launches toQFD Launches to
Enhancing Nursing HomeEnhancing Nursing Home
Service QualityService Quality
Date 12/08Date 12/08
Group IIIGroup III
P97843012 Wayne WeiP97843012 Wayne Wei
97 QMI case report
3. Main objectivesMain objectives
Improve service quality of subject nursing homeImprove service quality of subject nursing home
Help the subject nursing home to realize theHelp the subject nursing home to realize the
voice of the customervoice of the customer
Given resource limitations, help the nursingGiven resource limitations, help the nursing
institute to improve its managementinstitute to improve its management
Provide the preference for other nursing instituteProvide the preference for other nursing institute
Promote a general emphasis on quality in carePromote a general emphasis on quality in care
organizations in Yunlin area.organizations in Yunlin area.
6. 品質屋各個面向品質屋各個面向
客戶需求(客戶需求( WhatsWhats ):傾聽顧客聲音建立客戶需求內容):傾聽顧客聲音建立客戶需求內容
,或稱為廣義的問題解決標的。,或稱為廣義的問題解決標的。
需求評估(需求評估( WhysWhys ):顧客需求中哪些是重要與真實聲音):顧客需求中哪些是重要與真實聲音
,可藉由不同調查與多面向評估準則其需求內容。,可藉由不同調查與多面向評估準則其需求內容。
技術需求(技術需求( HowsHows ):技術需求,亦即根據客戶需求所提):技術需求,亦即根據客戶需求所提
出的技術供給議題。或稱為廣義的解決方案。出的技術供給議題。或稱為廣義的解決方案。
關係矩陣(關係矩陣( Whats vs. HowsWhats vs. Hows ):建立客戶需求與技術需):建立客戶需求與技術需
求關係。求關係。
技術需求關連矩陣(技術需求關連矩陣( Hows vs. HowsHows vs. Hows ):技術需求與技):技術需求與技
術需求關係,以建立技術取捨關係。術需求關係,以建立技術取捨關係。
技術目標(技術目標( How MuchesHow Muches ):技術需求目標與重要性排序):技術需求目標與重要性排序
。。
7. Process of QFD(1)Process of QFD(1)
VOC
=What
What
Priority
Correlation
matrix
關係矩陣
HOW
TARGET
VOE=HOW
Relative matrix
技術需求關聯矩陣
HOW
PRIORITY
需求評估
8. Process of QFD(2)Process of QFD(2)
VOC
=What
What
Priority
Correlation
matrix
關係矩陣
HOW
TARGET
VOE=HOW
Relative matrix
技術需求關聯矩陣
HOW
PRIORITY
有哪些
解決方
案
9. Process of QFD(3)Process of QFD(3)
VOC
=What
What
Priority
Correlation
matrix
關係矩陣
HOW
TARGET
VOE=HOW
Relative matrix
技術需求關聯矩陣
HOW
PRIORITY
What Vs
How
10. Process of QFD(4)Process of QFD(4)
VOC
=What
What
Priority
Correlation
matrix
關係矩陣
HOW
TARGET
VOE=HOW
Relative matrix
技術需求關聯矩陣
HOW
PRIORITY
How Vs
How
取捨
決定
順序
14. Process of this researchProcess of this research
VOC
=What
What
Priority
Correlation
matrix
關係矩陣
HOW
TARGET
VOE=HOW
Relative matrix
技術需求關聯矩陣
HOW
PRIORITY
STEP1 Analysis of client demandSTEP1 Analysis of client demand
qualityquality
STEP2 Client demand qualitySTEP2 Client demand quality
itemsitems
STEP3 Correlation matrixSTEP3 Correlation matrix
constructionconstruction
STEP4 Establish rooftopSTEP4 Establish rooftop
correlation matrixcorrelation matrix
STEP5 The fuzzy utility valueSTEP5 The fuzzy utility value
computation methodcomputation method
STEP6 Fuzzy technicalSTEP6 Fuzzy technical
characteristicscharacteristics
STEP7 Result analysis of VOESTEP7 Result analysis of VOE
16. Priority ranking and weight for clientPriority ranking and weight for client
demand dimensions and itemsdemand dimensions and items
Client demand
#2 Taking care of
patient livehood
18,12,2,8,10,6,7
#4 Nursing personnel
Attitude
30,16,22,16,24,32,26
#3 Food and
Environmant
14,27,21,28,13,19,19
#5 The hardware of
the institution
33,33,29,23,31,35,25
#1 Medical treatment
Services
9,15,1,3,11,5,4
17. STEP3 & STEP4STEP3 & STEP4
STEP3 Correlation matrixSTEP3 Correlation matrix
VOC vs VOEVOC vs VOE
A extremely contributiveA extremely contributive
1.01.0
B very contributive 0.8B very contributive 0.8
………….E slightly contributive.E slightly contributive
0.20.2
STEP4 RooftopSTEP4 Rooftop
correlation matrixcorrelation matrix
Correlation between VOECorrelation between VOE
Highly correlation 0.9Highly correlation 0.9
Slightly correlation 0.3Slightly correlation 0.3
VOC
=What
What
Priority
Correlation
matrix
關係矩陣
HOW
TARGET
VOE=HOW
Relative matrix
技術需求關聯矩陣
HOW
PRIORITY
18. Why Fuzzy?Why Fuzzy?
Disadvantage of traditional QFD:Disadvantage of traditional QFD:
Too subjectiveToo subjective
Does not consider correlation among qualityDoes not consider correlation among quality
factorsfactors
Therefore, fuzzy theory is used toTherefore, fuzzy theory is used to
calculate the utility value of the qualitycalculate the utility value of the quality
characteristic (For compensate the fuzzycharacteristic (For compensate the fuzzy
problem, like human nature, etc.)problem, like human nature, etc.)
19. Step5 & Step6Step5 & Step6
The fuzzy utility value computation methodThe fuzzy utility value computation method
1.1. Combine the data of correlation matrix betweenCombine the data of correlation matrix between
STEP3 and STEP4STEP3 and STEP4
2.2. Calculates the utility value of each VOE itemCalculates the utility value of each VOE item
Fuzzy technical characteristicsFuzzy technical characteristics
1.1. Fuzzy the correlation matrixFuzzy the correlation matrix
2.2. Standardizing the correlationsStandardizing the correlations
3.3. Calculation and sorting of the degree of importanceCalculation and sorting of the degree of importance
20. ResultResult :: Ranking of VOERanking of VOE
28VOEs(the items which have the highest utility28VOEs(the items which have the highest utility
value)value)
1.1. Emergency processing speedEmergency processing speed
2.2. Professional medical personnelProfessional medical personnel
3.3. Correct and complete resident informationCorrect and complete resident information
4.4. Separation of infectious diseaseSeparation of infectious disease
5.5. Equipment quality maintenanceEquipment quality maintenance
6.6. Truly measurement and examTruly measurement and exam
7.7. Professional abilityProfessional ability
絕對權重:對顧客重要性絕對權重:對顧客重要性
相對權重:所佔的百分比相對權重:所佔的百分比
21. Conclusion and suggestionConclusion and suggestion
PDCA for short-term and long-termPDCA for short-term and long-term
improvementimprovement
High utility items should be implemented first!High utility items should be implemented first!
Constitute a QITConstitute a QIT
The QFD can only clarify engenderedThe QFD can only clarify engendered
questions and possible solutions toquestions and possible solutions to
problem faced by organization.problem faced by organization.
Maximizing satisfaction requires theMaximizing satisfaction requires the
corporation and support of all colleagues.corporation and support of all colleagues.