Application of KANO Model and Quality Function Deployment for the Service Quality of Nursing Home

• Main Authors: ZHI-HONG ZHOU, 周志鴻
• Other Authors: Jhy-Ping Jhang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/60001433721992422474

碩士 === 華梵大學 === 工業工程與經營資訊學系碩士班 === 97 === Abstract Taiwan moving towards an aging society in recent years, the birth rate has reduced year by year, the increase in the elderly population so that the prevalence of related diseases, many families are facing the question of the actual care, so the care needs to increase, under the Government's policy to encourage the growth of the long-term care institutions, how to provide high-quality services, long-term care institutions will be subject not to be ignored, that is the purpose of this study was to understand the services quality of nursing home for the current situation and effective methods of improvement. In this study, the use of Quality Function Deployment method, empirical studies carried out to ensure that the service quality of nursing home to meet the customer's voice, in addition to combining the level of analysis, it is important - satisfaction model with two-dimensional KANO model that attempts to understand the KANO elements classification of nursing home, and in the quality of housing in the calculation of the weight of customer demand and to explore the second quadrant significantly improves the demand side to see pull the quality of the project. The results showed that the quality of customer needs before the most important three are: lack of response is not due to busy residents (nurses, foreign nursing care), residents pull red light, nursing staff can respond quickly, make nursing home residents in an therapy, symptoms improved. The most important elements of the former three for the service quality are: personnel management, personnel professionalism, service and performance appraisal, reward and punishment systems. Quality improvement targets in the four-quadrant diagram of the second quadrant significantly improved demand side in the former two of the most important quality are as follows: nursing homes have good equipment and fire escape measures and regular check-ups of nurses in the shift when the resident status of account detail. Importance - satisfaction with the quality of model needs to be improved before the most important three are: nursing homes have a well-advanced rehabilitation equipment, nursing home residents can provide three meals a day and the time to open the nutrition group, residents of the clothing, and eating utensils clean. Conclusion, the application in accordance with the foregoing findings of the various methods, most frequently after finishing an important project and additional professionals, shift work computer, and a smile movement, the inhabitants of clothing, eating utensils clean and improve the incentive proposals, benchmarking. Nursing homes could be classified as a priority the implementation of key tasks to improve the provision of nursing homes and the future reference for researchers.