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Sağlık Kurumlarında Kalite Fonksiyon Göçerimi: Bir Literatür Tarama Çalışması

Year 2021, Volume: 4 Issue: 1, 10 - 24, 29.04.2021

Abstract

Kalite fonksiyon göçerimi (KFG), kurumların müşteri memnuniyeti ve hizmet kalitesini sağlamak için hizmet sunuculara yol gösterici bir hizmet iyileştirme ve geliştirme metodu olarak tanımlanmaktadır. Bu çalışmada sağlık kurumlarında KFG uygulamalarının literatür taraması yoluyla kapsamlı incelenmesi amaçlanmıştır. Bu amaçla yapılan taramalar sonucu 113 yayına ulaşılmış, bu 113 yayının başlıkları ve özetleri incelenerek araştırma konusunu kapsadığı düşünülen 32 yayın tam metin olarak incelenmiştir. Tam metni incelenen yayınlardan sağlık kurumlarında uygulaması bulunan 15 yayın belirlenerek çalış-maya alınmıştır. İnceleme sonucu, sağlık kurumlarında KFG uygulamasının en fazla hizmet kalitesini iyileştirme amaçlı kullanıldığı, müşteri ihtiyaçlarını belirlemek için en çok başvurulan aracın ise anket olduğu görülmüştür. Müşteri kapsamında çoğunlukla hastalar ele alınmakla birlikte çalışanların da iç müşteri olarak beklentilerinin belirlendiği çalışmalar mevcuttur. KFG ekiplerinde multidisipliner çalışma ortamı dikkat çekmektedir. KFG uygulamasının farklı aşamalarında yararlanılan ek yöntemler, uygulama sürecinde yapılan değerlendirmelerin ve alınan kararların objektifliğini arttırmaya katkı sağlamaktadır.

References

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  • Azadi, M., & Saen, R. F. (2013). A combination of QFD and imprecise DEA with enhanced Russell graph measure: A case study in healthcare. So-cio-Economic Planning Sciences, 47(4):281-291.
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  • Biddiss, E., McPherson, A., Shea, G., & McKeever, P. (2013). The design and testing of interactive hospital spaces to meet the needs of waiting children. HERD: Health Environments Research & Design Journal, 6(3):49-68.
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  • Chan, L. K., & Wu, M. L. (2002). Quality function deployment: a comprehensive review of its con-cepts and methods. Quality Engineering, 15(1):23-35.
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  • Das, D., & K. Mukherjee. (2008). A QFD approach to addressing the impacts of tourism develop-ment. Journal of Quality Assurance in Hospitality & Tourism 8(3):1–38.
  • Dehe, B., & Bamford, D. (2017). Quality Function Deployment and operational design decisions–a healthcare infrastructure development case study. Production Planning & Control, 28(14):1177-1192.
  • Dey, P. K., Hariharan, S., & Ho, W. (2009), Innova-tion in healthcare services: A customer- focused approach, International Journal of Innovation and Learning, Vol. 6 No. 4, pp. 387
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  • Gremyr, I. & Raharjo, H. (2013), Quality Function Deployment in healthcare: A literature review and case study” International Journal of Health Care Quality Assurance, Vol. 26 No. 2, pp 135 – 146.
  • Hashemi, N., Marzban, M., & Delavari, S. (2015). Quality function deployment: application to che-motherapy unit services. Middle East Journal of Cancer, 6(4):219-228.
  • Karsak, E. E., & Dursun, M. (2015). An integrated fuzzy MCDM approach for supplier evaluation and selection. Computers & Industrial Enginee-ring, 82:82-93.
  • Keshtkaran, A., Hashemi, N., Kharazmi, E., & Ab-basi, M. (2016). Applying Quality Function Dep-loyment Model in burn unit service improve-ment. Journal of Burn Care & Research, 37(5):e440-e452.
  • Kıdak, L. B., Arslan, E. T., & Burmaoğlu, S. (2016). Hastanın sesi duyuluyor mu? Bir devlet hastane-sinde Bulanık AHP ile Ağırlıklandırılmış Kalite Fonksiyon Göçerimi Uygulaması. Journal of Alan-ya Faculty of Business/Alanya Iİşletme Fakültesi Dergisi, 8(2):93-107.
  • Koksal, G., & A. Egitman. (1998). Planning and design of industrial engineering education qua-lity. Computers and Industrial Engineering 35(3-4):639–642.
  • Kuo, R. J., Wu, Y. H., Hsu, T. S., & Chen, L. K. (2011). Improving outpatient services for elderly patients in Taiwan: A qualitative study. Archives of Gerontology and Geriatrics, 53(2):e209-e217.
  • Li, X., & He, Z. (2017). Determining importance ratings of patients’ requirements with multi-granular linguistic evaluation information. Inter-national Journal of Production Research, 55(14):4110-4122. Management 5 (3): 231–251.
  • Murali, S., S. Pugazhendhi, & C. Muralidharan. (2016). Integration of IPA and QFD to assess the service quality and to identify after sales service strategies to improve customer satisfaction–A case study. Production Planning and Control 27(5): 394–407.
  • Priyono, A., & Yulita, A. (2017). Integrating Kano Model and Quality Function Deployment for de-signing service in hospital front office. Intangible Capital, 13(5):923-945.
  • Raziei, Z., Torabi, S. A., Tabrizian, S., & Zahiri, B. (2018). A Hybrid GDM-SERVQUAL-QFD Approach for Service Quality Assessment in Hospitals. En-gineering Management Journal, 1-12.
  • Saleh, N., Sharawi, A. A., Elwahed, M. A., Petti, A., Puppato, D., & Balestra, G. (2015). Preventive maintenance prioritization index of medical equipment using quality function deployment. IEEE J. Biomedical and Health Informa-tics,19(3):1029-1035.
  • Shahin, A., E. Bagheri Iraj, & H. Vaez Shahrestani. (2016). Developing House of Quality by Integra-ting Top Roof and Side Roof Matrices and Service TRIZ with a Case Study in Banking Services. The TQM Journal 28(4):597–612.
  • Tripathi, S., Naevor, A. J., Henrekin, L. L., & Welke, K. F. (2019). Design and development of daily morning surgical rounds in ICU by quality func-tion deployment. Pediatric quality & safety, 4(3):e171
  • Waterworth, A., & Eldridge, S. (2010). An investi-gation into the application of QFD in e-commerce. International Journal of Productivity and Quality Management, 5(3),:231-251.
  • Wood, L. C., Wang, C., Abdul-Rahman, H., & Ab-dul-Nasir, N. S. J. (2016). Green hospital design: Integrating quality function deployment and end-user demands. Journal of Cleaner Production, 112:903-913.
  • Yeh, T. M. (2010). Determining medical service improvement priority by integrating the refined Kano model, Quality function deployment and Fuzzy integrals. African Journal of Business Ma-nagement, 4(12):2534-45.
  • Zaim H, Bayyurt N, & Zaim S. (2010). Service qua-lity and determinants of customer satisfaction in hospitals: Turkish experience. IBER. 9(5):51-8.
Year 2021, Volume: 4 Issue: 1, 10 - 24, 29.04.2021

Abstract

References

  • Andronikidis, A., A. C. Georgiou, K. Gotzamani, & K. Kamvysi. (2009). The application of quality function deployment in service quality manage-ment. The TQM Journal 21(4):319–333.
  • Azadi, M., & Saen, R. F. (2013). A combination of QFD and imprecise DEA with enhanced Russell graph measure: A case study in healthcare. So-cio-Economic Planning Sciences, 47(4):281-291.
  • Barutçu, S. (2019). mHealth apps design using quality function deployment. International jour-nal of health care quality assurance, 32(4):698-708.
  • Biddiss, E., McPherson, A., Shea, G., & McKeever, P. (2013). The design and testing of interactive hospital spaces to meet the needs of waiting children. HERD: Health Environments Research & Design Journal, 6(3):49-68.
  • Buttigieg, S. C., Dey, P. K., & Cassar, M. R. (2016). Combined quality function deployment and logi-cal framework analysis to improve quality of emergency care in Malta. International Journal of Health Care Quality Assurance, 29(2):123-140.
  • Chan, L. K., & Wu, M. L. (2002). Quality function deployment: a comprehensive review of its con-cepts and methods. Quality Engineering, 15(1):23-35.
  • Chen, C. W. (2012). Modeling and initiating knowledge management program using FQFD: A case study involving a healthcare institute. Qua-lity & Quantity, 46(3):889-915.
  • Das, D., & K. Mukherjee. (2008). A QFD approach to addressing the impacts of tourism develop-ment. Journal of Quality Assurance in Hospitality & Tourism 8(3):1–38.
  • Dehe, B., & Bamford, D. (2017). Quality Function Deployment and operational design decisions–a healthcare infrastructure development case study. Production Planning & Control, 28(14):1177-1192.
  • Dey, P. K., Hariharan, S., & Ho, W. (2009), Innova-tion in healthcare services: A customer- focused approach, International Journal of Innovation and Learning, Vol. 6 No. 4, pp. 387
  • Doğan, N. Ö., & Akbal, H. (2020). Identification and Evaluation of the Ways of Meeting Patients' Expectations from a Hospital: An AHP-Weighted QFD Case Study In A Pediatric Hospital. Istanbul Business Research, 49(2):224-247
  • Gremyr, I. & Raharjo, H. (2013), Quality Function Deployment in healthcare: A literature review and case study” International Journal of Health Care Quality Assurance, Vol. 26 No. 2, pp 135 – 146.
  • Hashemi, N., Marzban, M., & Delavari, S. (2015). Quality function deployment: application to che-motherapy unit services. Middle East Journal of Cancer, 6(4):219-228.
  • Karsak, E. E., & Dursun, M. (2015). An integrated fuzzy MCDM approach for supplier evaluation and selection. Computers & Industrial Enginee-ring, 82:82-93.
  • Keshtkaran, A., Hashemi, N., Kharazmi, E., & Ab-basi, M. (2016). Applying Quality Function Dep-loyment Model in burn unit service improve-ment. Journal of Burn Care & Research, 37(5):e440-e452.
  • Kıdak, L. B., Arslan, E. T., & Burmaoğlu, S. (2016). Hastanın sesi duyuluyor mu? Bir devlet hastane-sinde Bulanık AHP ile Ağırlıklandırılmış Kalite Fonksiyon Göçerimi Uygulaması. Journal of Alan-ya Faculty of Business/Alanya Iİşletme Fakültesi Dergisi, 8(2):93-107.
  • Koksal, G., & A. Egitman. (1998). Planning and design of industrial engineering education qua-lity. Computers and Industrial Engineering 35(3-4):639–642.
  • Kuo, R. J., Wu, Y. H., Hsu, T. S., & Chen, L. K. (2011). Improving outpatient services for elderly patients in Taiwan: A qualitative study. Archives of Gerontology and Geriatrics, 53(2):e209-e217.
  • Li, X., & He, Z. (2017). Determining importance ratings of patients’ requirements with multi-granular linguistic evaluation information. Inter-national Journal of Production Research, 55(14):4110-4122. Management 5 (3): 231–251.
  • Murali, S., S. Pugazhendhi, & C. Muralidharan. (2016). Integration of IPA and QFD to assess the service quality and to identify after sales service strategies to improve customer satisfaction–A case study. Production Planning and Control 27(5): 394–407.
  • Priyono, A., & Yulita, A. (2017). Integrating Kano Model and Quality Function Deployment for de-signing service in hospital front office. Intangible Capital, 13(5):923-945.
  • Raziei, Z., Torabi, S. A., Tabrizian, S., & Zahiri, B. (2018). A Hybrid GDM-SERVQUAL-QFD Approach for Service Quality Assessment in Hospitals. En-gineering Management Journal, 1-12.
  • Saleh, N., Sharawi, A. A., Elwahed, M. A., Petti, A., Puppato, D., & Balestra, G. (2015). Preventive maintenance prioritization index of medical equipment using quality function deployment. IEEE J. Biomedical and Health Informa-tics,19(3):1029-1035.
  • Shahin, A., E. Bagheri Iraj, & H. Vaez Shahrestani. (2016). Developing House of Quality by Integra-ting Top Roof and Side Roof Matrices and Service TRIZ with a Case Study in Banking Services. The TQM Journal 28(4):597–612.
  • Tripathi, S., Naevor, A. J., Henrekin, L. L., & Welke, K. F. (2019). Design and development of daily morning surgical rounds in ICU by quality func-tion deployment. Pediatric quality & safety, 4(3):e171
  • Waterworth, A., & Eldridge, S. (2010). An investi-gation into the application of QFD in e-commerce. International Journal of Productivity and Quality Management, 5(3),:231-251.
  • Wood, L. C., Wang, C., Abdul-Rahman, H., & Ab-dul-Nasir, N. S. J. (2016). Green hospital design: Integrating quality function deployment and end-user demands. Journal of Cleaner Production, 112:903-913.
  • Yeh, T. M. (2010). Determining medical service improvement priority by integrating the refined Kano model, Quality function deployment and Fuzzy integrals. African Journal of Business Ma-nagement, 4(12):2534-45.
  • Zaim H, Bayyurt N, & Zaim S. (2010). Service qua-lity and determinants of customer satisfaction in hospitals: Turkish experience. IBER. 9(5):51-8.
There are 29 citations in total.

Details

Primary Language Turkish
Subjects Health Care Administration
Journal Section Derlemeler
Authors

Tuğba Emine Beyhan

Publication Date April 29, 2021
Published in Issue Year 2021 Volume: 4 Issue: 1

Cite

APA Beyhan, T. E. (2021). Sağlık Kurumlarında Kalite Fonksiyon Göçerimi: Bir Literatür Tarama Çalışması. Türkiye Sağlık Enstitüleri Başkanlığı Dergisi, 4(1), 10-24.