Quality function deployment in a public plastic surgery service in Brazil

Campos, José Lamartine Galvão; Veiga, Daniela Francescato; Rocha, Luiz Roberto Martins; Novo, Neil Ferreira; Veiga-Filho, Joel; Ferreira, Lydia Masako

doi:10.1007/s00238-013-0839-y

Cited by 5 publications

(3 citation statements)

References 36 publications

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“…Yaprakli and Güzel (2010) used QFD to improve two private medical clinics operating in Erzurum, Turkey and compared the results obtained from these two medical clinics with the medical clinic which has the biggest market share in the same region. In another research, Compos et al (2013) used QFD to evaluate the quality of a public plastic surgery service a university affiliated public hospital in Brazil. Furthermore, fuzzy logic based QFD is also applied to health-care services.…”

Section: Literature Reviewmentioning

confidence: 99%

An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement

Altuntaş

Kansu

2019

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Purpose The purpose of this paper is to propose an innovative and integrated approach based on service quality measurement (SERVQUAL), quality function deployment (QFD) and failure modes and effects analysis (FMEA) for service quality improvement. Design/methodology/approach The SERVQUAL scale is used for service quality measurement, QFD is used for service design and FMEA is used to prevent possible failures during service delivery. Findings A case study in a public hospital in Turkey is performed to show how the proposed approach works in practice. The results of the study show that the proposed approach can be used effectively to assess service quality in practice. Originality/value Service quality has become an important issue for service enterprises facing a fiercely competitive environment to provide sustainability. This is the first study that applies an integrated methodology based on SERVQUAL scale, QFD and FMEA to service quality improvement.

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Section: Literature Reviewmentioning

confidence: 99%

An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement

Altuntaş

Kansu

2019

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“…Alba Mesa et al (2015) applied the FMEA technique to evaluate laparoscopic colon surgeons in terms of the required skills for safe laparoscopic surgery. Campos et al (2013) are among the few researchers who used QFD in surgery services. They employed the QFD method to correlate patients' quality issues with service elements and implement a quality plan to increase the patients' satisfaction.…”

Section: 9/10mentioning

confidence: 99%

An integrated approach for healthcare services risk assessment and quality enhancement

Pourmadadkar

Beheshtinia

Ghods

2019

IJQRM

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Purpose The purpose of this paper is to introduce an integrated approach using failure modes and effects analysis (FMEA), multiple-criteria decision making (MCDM), mathematical modeling and quality function deployment (QFD) techniques, for risk assessment and service quality enhancement in coronary artery bypass grafting (CABG) as a treatment for cardiovascular diseases (CVDs). Design/methodology/approach First, the disruptions in the CABG process are identified and prioritized following FMEA instructions, using two MCDM techniques, called analytic hierarchy process (AHP) and TOPSIS. Consequently, several corrective activities are identified and weighted on the basis of QFD. Finally, a mathematical model is established to determine the most cost-effective activities for implementation. The approach is developed in a fuzzy environment to reflect the uncertainty and ambiguity of human reasoning. Findings Regarding the CABG process disruption, a total of 30 failure modes in four main categories were identified and prioritized. Moreover, eight corrective activities were devised and ranked according to their impact on the failure modes. Finally, considering a limited amount of budget, a sensitivity analysis on the mathematical model’s objective function indicated that using 30 percent of the total budget, required to implement all corrective activities, was enough to cover more than 70 percent of the effects of corrective activities on the failure modes. Originality/value This paper contributes to the quality risk assessment knowledge by introducing an integrated approach to evaluate and improve healthcare services quality. Also, the case study conducted on the CABG process has not been done by other related studies in the literature.

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“…No campo da saúde, Campos et al, (2013) lograram êxito na aplicação do método para planejar e avaliar a qualidade de cirurgias plásticas. O QFD também tem sido aplicado para melhoria dos serviços de enfermagem (e.g.…”

Section: Qfd E Os Serviços Públicosunclassified

Análise da aplicação do método desdobramento da função qualidade “QFD” em serviços preventivos de polícia

Freitas

Filho

Cheng

et al. 2015

Revista PO: R. Eletr. de Eng. de Produção e Correlatas

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Resumo: Apesar da expressiva contribuição do QFD para a construção do framework teórico sobre a gestão do desenvolvimento de produtos e serviços, verifica-se uma embrionária aplicação no setor público. O objetivo deste artigo é analisar a aplicação do método no contexto da segurança pública, sendo o estudo delimitado ao serviço Patrulha Escolar na Polícia Militar de Minas Gerais. A estratégia de pesquisa escolhida foi a pesquisa-ação, e instrumentos qualitativos e quantitativos foram utilizados na coleta e análise de dados. O método mostrou-se eficaz para: sistematizar um grande conjunto de informações internas e externas à corporação, facilitando o planejamento posterior de ações de policiamento; promover uma dinâmica orientada e estruturada nos encontros da polícia com a comunidade; identificar as necessidades do público escolar bem como priorizar as atividades de policiamento que melhor atenderiam a tais anseios e para compreender a capacidade de prestação de serviço de uma unidade de patrulha escolar. Por outro lado, o serviço policial apresenta um conjunto singular de características que dificultou parcialmente o planejamento pelo método. Tal serviço não tem nicho de mercado específico, sendo um serviço de direito e, não, por aquisição. Também se apoia em aspectos legais e regulamenta comportamentos, gerando rejeição. Apesar dessa natureza particular, dois fatores favoreceram a aplicação do método: a institucionalização da filosofia de polícia comunitária na organização e a familiarização dos policiais com conceitos de gestão e qualidade. A conclusão final é que o método QFD se apresentou como um instrumento promissor para melhorar a qualidade dos serviços públicos brasileiros. Palavras-chave:Desdobramento da Função Qualidade. Serviços públicos. Polícia. Inovação. Patrulha escolar.Abstract: Despite of the significant contribution of QFD for the construction of the theoretical framework for managing the development of new products and services, there is an embryonic implementation in the public sector. The purpose of this article is to analyze the application of the method in the context of public safety, and the study was delimited to the School Patrol in the Military Police of Minas Gerais. Action research was the research strategy chosen and qualitative and quantitative methods were used to collect and analyze data. The QFD method proved to be effective for: systematize a large set of internal and external corporate information, facilitating the subsequent planning of policing; promote a dynamic oriented and structured in encounters between police and the community; identify the needs of public school and prioritize activities policing which better fulfill these desires; and to understand the ability of service of a School Patrol Unit. Moreover, the police service has a unique set of characteristics that partially hindered planning service by QFD. This service does

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Quality function deployment in a public plastic surgery service in Brazil

Cited by 5 publications

References 36 publications

An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement

An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement

An integrated approach for healthcare services risk assessment and quality enhancement

Análise da aplicação do método desdobramento da função qualidade “QFD” em serviços preventivos de polícia

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