Quality Function Deployment and the Development of a Total Quality Healthcare Model

International Journal of Applied Strategic Management (ISSN: 1742-8204) Volume 1 Issue 1

Dr Piay Cheng Lim and Dr Nelson K H Tang
Aston University


Quality has become an increasingly important means of competition in the healthcare industry. A marketing strategy has to be based on management commitment to continuous quality improvement (CQI), and this has to be applied hospital-wide and systematically. Our earlier paper, "Total Quality Management in Practice: A Singapore Healthcare Study" have indicated that Singapore hospitals have reached a certain state of development in their total quality management (TQM) practices. However, these practices have failed to meet customers' expectations. Quality Function Deployment (QFD) which is a systematic technique for designing services or products that are based on customers' expectations has been used successfully in almost all industries. This paper discusses why QFD is chosen as the methodology for the development of a total quality healthcare model. Through a case study of a hospital, this paper explores the feasibility of using QFD in healthcare. Based on the results, a total quality model was developed to guide healthcare managers in their CQI/total quality journey.


Continuous Quality Improvement, Healthcare, Quality Function Deployment, Total Quality, Total Quality Management

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