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An innovative framework for health care performance measurement

Puay Cheng Lim (Puay Cheng Lim is based at Leicester University Management Centre, Leicester, UK.)
Nelson K.H. Tang (Nelson K.H. Tang is based at Leicester University Management Centre, Leicester, UK.)
Peter M. Jackson (Peter M. Jackson is based at Leicester University Management Centre, Leicester, UK.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 December 1999

Abstract

Today, hospitals not only have to contend with the dynamics of regulation and market forces but most importantly “service quality”. Service quality is a measure of how well the total service package meets customers’ expectations. The abilities to identify and prioritize customers’ expectations and to perform existing process assessment are important elements of a successful quality improvement strategy. The inherent characteristics of services complicate the efforts for quality improvement. Quality function deployment (QFD) is a systematic technique for designing services or products that are based on customers’ expectations. Given the proven success of QFD in manufacturing, this paper explores the applicability of QFD in health care. It describes the QFD technique and how it leads to a better understanding of customers’ expectations. It presents recommendations and a generic framework that is supported by empirical findings as a reference model for hospitals.

Keywords

Citation

Cheng Lim, P., Tang, N.K.H. and Jackson, P.M. (1999), "An innovative framework for health care performance measurement", Managing Service Quality: An International Journal, Vol. 9 No. 6, pp. 423-433. https://doi.org/10.1108/09604529910304125

Publisher

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MCB UP Ltd

Copyright © 1999, MCB UP Limited