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Customer Driven Healthcare: QFD for Process Improvement and Cost Reduction
Ed Chaplin, John Terninko
Hardcover: 316 pages
Authors Choice Press
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Quality Function Deployment (QFD) is one of the most powerful approaches to delivering value to customers.
Businesses of all types have been using the tools and techniques of QFD to identify critical customer needs and design initiatives that will satisfy customers while staying ahead of the competition.
Customer Driven Healthcare: QFD for Process Improvement and Cost Reduction is the first book to outline how this process can be used to benefit the healthcare industry by showing how to improve customer satisfaction and ultimately increase profitability.
Preview a sample of this book. Topics fully covered include:
- The Context and the Challenge
- Barriers to Patient-Focused Services and Systems
- The Cell: A Model for an Organization
- Overview of the Tool Set: A Hospital Based Case Study
- Organizational Readiness
- Priority of Customer Segments
- Understanding Your Customer
- From Customer Voice to Design Team Voice
- Failure Modes and Root Cause Analysis
- Creating and Selecting Concepts for Service Delivery
- Closing the Loop: "Satisfaction Deployment"
- Blitz QFD
Written collaboratively by a healthcare expert and a QFD expert, this book first explains QFD, then demonstrates how to apply this knowledge to healthcare.
The American Society for Quality (ASQ), headquartered in Milwaukee, Wisconsin, USA, is the world’s leading authority on quality since 1946. The 104,000-member professional association creates better workplaces and communities worldwide by advancing learning, quality improvement, and knowledge exchange to improve business results. By making quality a global priority, an organizational imperative, and a personal ethic, ASQ becomes the community for everyone who seeks technology, concepts, or tools to improve themselves and their world. A world of improvement is available through ASQ, providing information, contacts, and opportunities to make things better in the workplace, in communities, and in people’s lives.
(information about this book is from the publisher)
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