Chaplin E, Bailey M, Crosby R, Gorman D, Holland X, Hippe C, Hoff T, Nawrocki D, Pichette S, Thota N
Continental Rehabilitation Hospital, San Diego, CA, USA.
Jt Comm J Qual Improv. 1999 Jun;25(6):300-15. doi: 10.1016/s1070-3241(16)30446-1.
Health care has a number of historical barriers to capturing the voice of the customer and to incorporating customer wants into health care services, whether the customer is a patient, an insurer, or a community. Quality function deployment (QFD) is a set of tools and practices that can help overcome these barriers to form a process for the planning and design or redesign of products and services. The goal of the project was to increase referral volume and to improve a rehabilitation hospital's capacity to provide comprehensive medical and/or legal evaluations for people with complex and catastrophic injuries or illnesses. HIGH-LEVEL VIEW OF QFD AS A PROCESS: The steps in QFD are as follows: capture of the voice of the customer, quality deployment, functions deployment, failure mode deployment, new process deployment, and task deployment. The output of each step becomes the input to a matrix tool or table of the next step of the process.
In 3 1/2 months a nine-person project team at Continental Rehabilitation Hospital (San Diego) used QFD tools to capture the voice of the customer, use these data as the basis for a questionnaire on important qualities of service from the customer's perspective, obtain competitive data on how the organization was perceived to be meeting the demanded qualities, identify measurable dimensions and targets of these qualities, and incorporate the functions and tasks into the delivery of service which are necessary to meet the demanded qualities.
The future of providing health care services will belong to organizations that can adapt to a rapidly changing environment and to demands for new products and services that are produced and delivered in new ways.
医疗保健在倾听客户声音并将客户需求纳入医疗服务方面存在诸多历史障碍，无论客户是患者、保险公司还是社区。质量功能展开（QFD）是一套工具和实践方法，有助于克服这些障碍，形成产品和服务规划、设计或重新设计的流程。该项目的目标是增加转诊量，并提高一家康复医院为患有复杂和灾难性伤病的患者提供全面医疗和/或法律评估的能力。
作为一种流程的QFD概述：QFD的步骤如下：倾听客户声音、质量展开、功能展开、失效模式展开、新流程展开和任务展开。每个步骤的输出成为该流程下一步矩阵工具或表格的输入。
在3个半月的时间里，圣地亚哥大陆康复医院的一个九人项目团队使用QFD工具倾听客户声音，将这些数据作为基于客户视角的服务重要品质调查问卷的基础，获取关于该机构在满足所需品质方面的认知的竞争数据，确定这些品质的可衡量维度和目标，并将满足所需品质所需的功能和任务纳入服务提供过程。
提供医疗服务的未来将属于那些能够适应快速变化的环境以及对以新方式生产和交付的新产品和服务的需求的组织。
