TY - JOUR
T1 - Innovation in healthcare services: a customer focused approach
AU - Dey, Prasanta K.
AU - Hariharan, Seetharaman
AU - Ho, William
PY - 2009
Y1 - 2009
N2 - Although the various tools and techniques of quality management are routinely deployed in order to improve healthcare quality, an integrated approach is lacking, which combines the customer focus to identify quality issues, analytical techniques for prioritising improvement measures and a project management approach to plan, implement and evaluate the improvement projects. This study develops an innovative framework using Quality Function Deployment (QFD) and a logical framework in order to
address this issue, and demonstrates its effectiveness using a case study on the intensive care unit of a hospital.
AB - Although the various tools and techniques of quality management are routinely deployed in order to improve healthcare quality, an integrated approach is lacking, which combines the customer focus to identify quality issues, analytical techniques for prioritising improvement measures and a project management approach to plan, implement and evaluate the improvement projects. This study develops an innovative framework using Quality Function Deployment (QFD) and a logical framework in order to
address this issue, and demonstrates its effectiveness using a case study on the intensive care unit of a hospital.
KW - healthcare
KW - critical care
KW - quality function deployment
KW - QFD
KW - logical framework
KW - project management
UR - http://www.scopus.com/inward/record.url?scp=64049095642&partnerID=8YFLogxK
UR - http://www.inderscience.com/offer.php?id=24135
U2 - 10.1504/IJIL.2009.024135
DO - 10.1504/IJIL.2009.024135
M3 - Article
SN - 1471-8197
VL - 6
SP - 387
EP - 405
JO - International Journal of Innovation and Learning
JF - International Journal of Innovation and Learning
IS - 4
ER -