Implementing healthcare service quality enhancement using a cloud-support QFD model integrated with TODIM method and linguistic distribution assessments

Ru‐xin Nie · Zhang‐peng Tian · Chin Kwai Sang · Jian‐qiang Wang

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Quality Function Deployment in Product Design Multi-Criteria Decision Making Healthcare Quality and Management

Abstract

Quality function deployment (QFD) is an effective customer-oriented technique for enhancing healthcare service quality. Implementing QFD, patient requirements (PRs) should be firstly identified and prioritized to satisfy patients’ expectation. PRs expressed by human language should be interpreted and converted into technical requirements (TRs) under uncertain situations. The prioritization of TRs should consider patients’ bounded rationality ensuring the quality enhancement fit their psychological behaviors. This paper proposes a cloud-support QFD model to improve above phases. First, a best-worst method based PRs prioritizing phase is built to generate reliable and consistent weights of PRs. Then, a translating phase is constructed based on linguistic distribution assessments and asymmetric normal clouds to interpret patients’ voice and model the correlations. The phase of prioritizing TRs is proposed based on TODIM to better reflect patients’ psychological behaviors. Finally, a case study, sensitive and comparative analyses are provided to show the reliability of the proposed model.

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References

1992Advances in prospect theory: Cumulative representation of uncertainty 2014Best-worst multi-criteria decision-making method 1962International Journal of Production Research 2015Best-worst multi-criteria decision-making method: Some properties and a linear model 2009PROMETHEE: A comprehensive literature review on methodologies and applications 2018A New Model for Determining Weight Coefficients of Criteria in MCDM Models: Full Consistency Method (FUCOM)2016Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future 2012Consistency and consensus measures for linguistic preference relations based on distribution assessments

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