Applying Grey Relational Analysis to Quality Function Deployment Process – A Case Study of Middle Medical Centers

• Main Authors: Pei-Yi Yang, 楊姵誼
• Other Authors: Chaang-Yung Kung
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/65zbnd

碩士 === 朝陽科技大學 === 企業管理系碩士班 === 94 === Overviewed on the relevant research in the past, there have some relevant researches that applying Grey Relational Analysis (GRA) to Quality Function Deployment (QFD), but do not apply to the entire decision-making process of Quality Function Deployment and lack of comparison with traditional methods, i.e. Quality Attribute Ranking (QAR). This study surveyed with questionnaire of 185 patients who has consulted the Middle Medical Centers of Taiwan. Those questionnaires are the primary data for QFD. In order to rank the medical service quality of customer requirements and the medical service quality characteristic, we applied traditional approaches and GRA to QFD respectively and compare them with each other. The result of our research shows as follows. First, GRA is an excellent method for entire decision-making process in QFD. It is not only suitable for QFD but also just needs the fewer samples than traditional method to get the same result. The ranks of Medical Service Quality Factors are highly consistency in GRA whenever the sample size is greater than or equal to 30. That figures out GRA may get the good result while sample size is just 30. GRA supplements the defects of traditional statistic method and makes the resolutions more useful in improving practical situations. Second, the five most important Medical Service Quality Factors to patients list as follows : To shorten the waiting time before getting in the clinic, the waiting time of registration and pay for medicine, There are enough facilities in hospital, To take the initiative in tracing the recovering situations of patients, To treat patients on schedule. Third, the ten most important factors to upgrade the Medical Service Quality Characteristics by triple deployment shows as follows: Coordination between nurses and doctors, Safe facilities, Treatment attitude, Process standardization, Decoration of building, Interior lighting, Professional training for doctor, Speediness of treatment and Ability of doctor professionalism. Those factors may provide a reference to Medical Centers to enhance the Medical Service Qualities.