| Summary: | Background : BaliMed hospital is a new private hospital that established in 2008 at Denpasar, Bali. Within radius 5-15 km from BaliMed hospital, there are 11 hospital potential to become competitors. Pediatric outpatient in BaliMed hospital is the best product of interest by the Denpasar city communities. In this context , the efforts to improve quality of service becomes a necessity . One way is hearing the voice of customer and service provider will be translated into the technical aspects of outpatient pediatric. Quality Function Deployment (QFD) with House of Quality, Quality Deployment, Process Planning and Production Planning matrix is one of quality management tools which translate the voice of the customer into technical language.
Objective : In general, this study aims to design a quality services based on customers voice using the Quality Function Deployment.
Methods : This study is a descriptive case study of a single case holistic design. The respondents are parents of pediatric outpatient, a pediatrician and QFD team . Data obtained by distributing questionnaires to parents of pediatric outpatient and pediatricians. In the QFD team , the data obtained through in-depth interviews using an interview guide . Data obtained from the questionnaires were processed using frequency distribution tables that were previously performed grouping of customer requirements and technical requirements. Customer requirements and technical requirements be translated on the matrix House of Quality (HOQ). Data by in-depth interviews be interpreted into the matrix Deployment Design, Process Planning and Production Planning.
Results : Expectations of customers and techniques of quality design in pediatric outpatients are the doctors and the nurses care to the patient when do the service with their higiene and communication skill
Conclusion : Specifications of product design pediatric outpatient services is appropriate with customer and technical requirements priorities. Product design pediatric outpatient services can be realized by observing the design deployment, process and production planning which has been agreed by the QFD team. Keywords : Quality Function Deployment, House of Quality, Quality Deployment, Process Planning, Production Planning, Customer and Technical Requirements
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