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Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
Case 13  application of qfd launches to enhancing
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Case 13 application of qfd launches to enhancing

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  • 1. Case 13 Application ofCase 13 Application of QFD Launches toQFD Launches to Enhancing Nursing HomeEnhancing Nursing Home Service QualityService Quality Date 12/08Date 12/08 Group IIIGroup III P97843012 Wayne WeiP97843012 Wayne Wei 97 QMI case report
  • 2. BackgroundBackground 作者 張俊郎教授作者 張俊郎教授  虎尾科技大學 工業管理學系虎尾科技大學 工業管理學系  兼任 管理學院院長兼任 管理學院院長 緣起緣起  針對台灣雲林地區護理之家住民之照護品質需針對台灣雲林地區護理之家住民之照護品質需 求求 (VOC)(VOC) 以問卷做分析,並運用品質功能展開以問卷做分析,並運用品質功能展開 (Quality function deployment, QFD)(Quality function deployment, QFD) 技術,佐技術,佐 以運用模糊層級分析法以運用模糊層級分析法 (FAHT)(FAHT) 排序出照護服排序出照護服 務設計之要素務設計之要素 (VOE))(VOE)) 優先順序,以作為照護優先順序,以作為照護 服務改進之參考。服務改進之參考。
  • 3. Main objectivesMain objectives Improve service quality of subject nursing homeImprove service quality of subject nursing home Help the subject nursing home to realize theHelp the subject nursing home to realize the voice of the customervoice of the customer Given resource limitations, help the nursingGiven resource limitations, help the nursing institute to improve its managementinstitute to improve its management Provide the preference for other nursing instituteProvide the preference for other nursing institute Promote a general emphasis on quality in carePromote a general emphasis on quality in care organizations in Yunlin area.organizations in Yunlin area.
  • 4. What’s QFDWhat’s QFD QFDQFD (( Quality Function DeploymentQuality Function Deployment )品)品 質機能展開法:質機能展開法:  是日本企業界是日本企業界 19661966 年間為開發新產品所用的年間為開發新產品所用的 品質展開的思考法,品質展開的思考法, 19731973 年加入品質表的應年加入品質表的應 用始告成熟。用始告成熟。  它是將顧客所希望的品質轉換成品質特性,再它是將顧客所希望的品質轉換成品質特性,再 據以決定製成品的設計品質,復依此機能的別據以決定製成品的設計品質,復依此機能的別 的品質,再進一步展開至每一組件或零件至成的品質,再進一步展開至每一組件或零件至成 要素的品質需求,以確保該項產品最後滿足顧要素的品質需求,以確保該項產品最後滿足顧 客的期望。客的期望。
  • 5. QFD layoutQFD layout :: the House of Qualitythe House of Quality
  • 6. 品質屋各個面向品質屋各個面向 客戶需求(客戶需求( WhatsWhats ):傾聽顧客聲音建立客戶需求內容):傾聽顧客聲音建立客戶需求內容 ,或稱為廣義的問題解決標的。,或稱為廣義的問題解決標的。 需求評估(需求評估( WhysWhys ):顧客需求中哪些是重要與真實聲音):顧客需求中哪些是重要與真實聲音 ,可藉由不同調查與多面向評估準則其需求內容。,可藉由不同調查與多面向評估準則其需求內容。 技術需求(技術需求( HowsHows ):技術需求,亦即根據客戶需求所提):技術需求,亦即根據客戶需求所提 出的技術供給議題。或稱為廣義的解決方案。出的技術供給議題。或稱為廣義的解決方案。 關係矩陣(關係矩陣( Whats vs. HowsWhats vs. Hows ):建立客戶需求與技術需):建立客戶需求與技術需 求關係。求關係。 技術需求關連矩陣(技術需求關連矩陣( Hows vs. HowsHows vs. Hows ):技術需求與技):技術需求與技 術需求關係,以建立技術取捨關係。術需求關係,以建立技術取捨關係。 技術目標(技術目標( How MuchesHow Muches ):技術需求目標與重要性排序):技術需求目標與重要性排序 。。
  • 7. Process of QFD(1)Process of QFD(1) VOC =What What Priority Correlation matrix 關係矩陣 HOW TARGET VOE=HOW Relative matrix 技術需求關聯矩陣 HOW PRIORITY 需求評估
  • 8. Process of QFD(2)Process of QFD(2) VOC =What What Priority Correlation matrix 關係矩陣 HOW TARGET VOE=HOW Relative matrix 技術需求關聯矩陣 HOW PRIORITY 有哪些 解決方 案
  • 9. Process of QFD(3)Process of QFD(3) VOC =What What Priority Correlation matrix 關係矩陣 HOW TARGET VOE=HOW Relative matrix 技術需求關聯矩陣 HOW PRIORITY What Vs How
  • 10. Process of QFD(4)Process of QFD(4) VOC =What What Priority Correlation matrix 關係矩陣 HOW TARGET VOE=HOW Relative matrix 技術需求關聯矩陣 HOW PRIORITY How Vs How 取捨 決定 順序
  • 11. 層級分析法層級分析法 (AHP)(AHP) AHPAHP (( Analytic Hierarchy ProcessAnalytic Hierarchy Process )是由)是由 SaatySaaty 首創,特色在於將各影響要素建立層級架構,並首創,特色在於將各影響要素建立層級架構,並 對於同層級之各要素進行配對比較,以類別尺度對於同層級之各要素進行配對比較,以類別尺度 評定各成對要素之相對權重。配對比較之結果可評定各成對要素之相對權重。配對比較之結果可 進行一致性檢定,俾供決定是否採用該評估之參進行一致性檢定,俾供決定是否採用該評估之參 考。若結果具有一致性,便可結合各層級配對比考。若結果具有一致性,便可結合各層級配對比 較之結果,而求得各影響要素之總相對權較之結果,而求得各影響要素之總相對權 重。重。 AHPAHP 之優點在於能綜合採納受訪消費者之意之優點在於能綜合採納受訪消費者之意 見,操作簡易,並且在量化類別尺度上具有健全見,操作簡易,並且在量化類別尺度上具有健全 之理論基礎 。之理論基礎 。
  • 12. Fuzzy theory(1)Fuzzy theory(1) FuzzyFuzzy 是一門新興的數學,起源於是一門新興的數學,起源於 19651965 年美國加年美國加 州柏克萊大學州柏克萊大學 (Berkeley)(Berkeley) 的扎德的扎德 (L.A. Zadeh)(L.A. Zadeh) 教教 授,在資訊與控制授,在資訊與控制 (I(I 學術期刊上所發表的論文學術期刊上所發表的論文 -- 模糊集合模糊集合 (Fuzzy Sets)(Fuzzy Sets) 。。 人類的自然語言也很人類的自然語言也很 FuzzyFuzzy 喔,如昨天天氣很熱喔,如昨天天氣很熱 ,請把窗戶開大一點,空氣比較好。,請把窗戶開大一點,空氣比較好。 因此因此 FuzzyFuzzy 理論就是針對人腦對於模糊的訊息理論就是針對人腦對於模糊的訊息 或不完全的資料,其不需經過精密繁雜的計算或不完全的資料,其不需經過精密繁雜的計算 過程,仍能做出正確判斷的特色而發展出來。過程,仍能做出正確判斷的特色而發展出來。
  • 13. Fuzzy Theory(2)Fuzzy Theory(2) FuzzyFuzzy 理論講究的是理論講究的是近似推理近似推理 (Approximation reasoning)(Approximation reasoning) ,不以精確計,不以精確計 算為手段,較符合歷史悠久的國家對事物算為手段,較符合歷史悠久的國家對事物 的看法,如東方哲理等。以往中國人被譏的看法,如東方哲理等。以往中國人被譏 笑為缺乏科學精神,凡是模稜兩可,只要笑為缺乏科學精神,凡是模稜兩可,只要 差不多就好,如今差不多精神卻成為了差不多就好,如今差不多精神卻成為了 FuzzyFuzzy 理論解決問題的利器,但這個理論解決問題的利器,但這個差不差不 多指的是根據不清晰的資訊,透過差不多指的是根據不清晰的資訊,透過差不 多的推論過程而得到精確的結果。多的推論過程而得到精確的結果。
  • 14. Process of this researchProcess of this research VOC =What What Priority Correlation matrix 關係矩陣 HOW TARGET VOE=HOW Relative matrix 技術需求關聯矩陣 HOW PRIORITY STEP1 Analysis of client demandSTEP1 Analysis of client demand qualityquality STEP2 Client demand qualitySTEP2 Client demand quality itemsitems STEP3 Correlation matrixSTEP3 Correlation matrix constructionconstruction STEP4 Establish rooftopSTEP4 Establish rooftop correlation matrixcorrelation matrix STEP5 The fuzzy utility valueSTEP5 The fuzzy utility value computation methodcomputation method STEP6 Fuzzy technicalSTEP6 Fuzzy technical characteristicscharacteristics STEP7 Result analysis of VOESTEP7 Result analysis of VOE
  • 15. STEP1 & STEP2STEP1 & STEP2 執行兩份問卷執行兩份問卷 送出送出 3030 份,回收率份,回收率 100100 %,全部有效%,全部有效 第一份問卷:第一份問卷:  信度分析信度分析 By SPSSBy SPSS ,決定某一子項對整個面,決定某一子項對整個面 向之相關程度以及單項問卷結果一致性向之相關程度以及單項問卷結果一致性 (>0.7)(>0.7)  選出第二份問卷所用之項目選出第二份問卷所用之項目 第二份問卷第二份問卷::  計算計算 VOCVOC 比重比重 (FAHP)(FAHP)
  • 16. Priority ranking and weight for clientPriority ranking and weight for client demand dimensions and itemsdemand dimensions and items Client demand #2 Taking care of patient livehood 18,12,2,8,10,6,7 #4 Nursing personnel Attitude 30,16,22,16,24,32,26 #3 Food and Environmant 14,27,21,28,13,19,19 #5 The hardware of the institution 33,33,29,23,31,35,25 #1 Medical treatment Services 9,15,1,3,11,5,4
  • 17. STEP3 & STEP4STEP3 & STEP4 STEP3 Correlation matrixSTEP3 Correlation matrix  VOC vs VOEVOC vs VOE A extremely contributiveA extremely contributive 1.01.0 B very contributive 0.8B very contributive 0.8 ………….E slightly contributive.E slightly contributive 0.20.2 STEP4 RooftopSTEP4 Rooftop correlation matrixcorrelation matrix  Correlation between VOECorrelation between VOE Highly correlation 0.9Highly correlation 0.9 Slightly correlation 0.3Slightly correlation 0.3 VOC =What What Priority Correlation matrix 關係矩陣 HOW TARGET VOE=HOW Relative matrix 技術需求關聯矩陣 HOW PRIORITY
  • 18. Why Fuzzy?Why Fuzzy? Disadvantage of traditional QFD:Disadvantage of traditional QFD:  Too subjectiveToo subjective  Does not consider correlation among qualityDoes not consider correlation among quality factorsfactors Therefore, fuzzy theory is used toTherefore, fuzzy theory is used to calculate the utility value of the qualitycalculate the utility value of the quality characteristic (For compensate the fuzzycharacteristic (For compensate the fuzzy problem, like human nature, etc.)problem, like human nature, etc.)
  • 19. Step5 & Step6Step5 & Step6 The fuzzy utility value computation methodThe fuzzy utility value computation method 1.1. Combine the data of correlation matrix betweenCombine the data of correlation matrix between STEP3 and STEP4STEP3 and STEP4 2.2. Calculates the utility value of each VOE itemCalculates the utility value of each VOE item  Fuzzy technical characteristicsFuzzy technical characteristics 1.1. Fuzzy the correlation matrixFuzzy the correlation matrix 2.2. Standardizing the correlationsStandardizing the correlations 3.3. Calculation and sorting of the degree of importanceCalculation and sorting of the degree of importance
  • 20. ResultResult :: Ranking of VOERanking of VOE 28VOEs(the items which have the highest utility28VOEs(the items which have the highest utility value)value) 1.1. Emergency processing speedEmergency processing speed 2.2. Professional medical personnelProfessional medical personnel 3.3. Correct and complete resident informationCorrect and complete resident information 4.4. Separation of infectious diseaseSeparation of infectious disease 5.5. Equipment quality maintenanceEquipment quality maintenance 6.6. Truly measurement and examTruly measurement and exam 7.7. Professional abilityProfessional ability 絕對權重:對顧客重要性絕對權重:對顧客重要性 相對權重:所佔的百分比相對權重:所佔的百分比
  • 21. Conclusion and suggestionConclusion and suggestion PDCA for short-term and long-termPDCA for short-term and long-term improvementimprovement  High utility items should be implemented first!High utility items should be implemented first!  Constitute a QITConstitute a QIT The QFD can only clarify engenderedThe QFD can only clarify engendered questions and possible solutions toquestions and possible solutions to problem faced by organization.problem faced by organization. Maximizing satisfaction requires theMaximizing satisfaction requires the corporation and support of all colleagues.corporation and support of all colleagues.

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