An innovative framework for health care performance measurement

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.