Customer Driven Healthcare: QFD for Process Improvement and Cost Reduction
Terninko, John; Chaplin, Ed
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. Written collaboratively by a healthcare expert and a QFD expert, this book first explains QFD, then demonstrates how to apply this knowledge to healthcare.Contents:
- 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
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316 pages.
ISBN 0873894715.
7 x 10.
Hardcover.
2000
Item: H1051
Member Price: $5.00
List/Forum-Division Price: $5.00
Related Products:
Customer Driven Healthcare: QFD for Process Improvement and Cost Reduction
Terninko, John; Chaplin, Ed
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