QFD（质量功能部署）在医疗界的应用（英文版）

TableofContentsviiListofIllustations...............................xiiiPART1HealthcarePerspectiveChapter1TheContextandtheChallenge................3WhatIsQFDandWhereDoesItFit?..................4QFD:AHigh-LevelView.........................8Step1:CapturingtheVoiceoftheCustomer............10Step2:QualityDeployment.....................10Step3:FunctionDeployment....................10Step4:FailureModeDeployment..................11Step5:NewProcessDeployment..................11Step6:TaskDeployment......................11OverviewoftheText...........................15Part1:TheHealthcarePerspective.................15Part2:Step-by-StepHealtcareQFD................15Chapter2BarrierstoPatient-FocusedServicesandSystems.......17HistoricalBarrierstoChange......................17TheNatureofPerception.........................17Algorithms:StructuredProcesses.....................27ChangeIsaJourney,NotanEvent...................29Chapter3TheCell:AModelforanOrganization............31CriticalChallenges............................31CellsasModels..............................32Structure:Anatomy.........................33InternalPatternsofRelations:Physiology.............33GenerationandExchangeofValue:Biochemistry.........35ExternalPatternsofRelations:Ecology...............36Change...................................37MappingourSocialWorlds.......................41Chapter4OverviewoftheToolSet:AHospital-BasedCaseStudy...45CaseOverview:TheOutput(1000-FootView).............46CaseOverview:TheTools(500-FootView)...............48Step1:CapturingtheVoiceoftheCustomer............48Step2:QualityDeployment.....................56Step3:FunctionDeployment....................59Step4:FailureModeDeployment..................60Step5:NewProcessDeployment..................60Step6:TaskDeployment......................62PreliminaryOutcomes..........................64Comments.................................64PART2Step-by-StepHealthcareQFDChapter5OrganizationalReadiness....................73WhereAreWeNow?AReadinessPicture...............75CriticalProcesses.............................77SuggestionsandCautions.........................82StopandReflect..............................82Chapter6PriorityofCustomerSegments.................83WhoAretheCustomers?.........................83MorphologicalTable.........................86Customers............................86Stakeholders...........................88IdentifyMissingSegments...................88StopandReflect..............................89Data....................................89NominalData............................89OrdinalData.............................90IntervalData.............................90RatioData..............................90Scales....................................90Five-PointScales...........................91AsymmetricalThree-PointScales..................91Distributionof100Points......................91Nine-PointScalesandPairwiseComparisons...........91RankingCustomerSegments.......................92NormalizingLarger-Is-BetterData.................94NormalizingSmaller-Is-BetterData.................94AnalyticalHierarchyProcess....................95PairwiseComparisons.....................96SetUpMatrixTable...................96StartPairwiseComparisons...............96Activitiesforthe“LessThan’’CellsintheRows....97ConsistencyChecks....................98ConvertingtoDecimalData..................99ConvertDatatoDecimals................99TotalColumns.......................99viiiContentsNormalizingData........................99NormalizeCells......................99SumtheRows.......................99ComputetheAverageforEachCategoryintheRow.......................100StopandReflect..............................101RankingCriteria.............................101RankingCustomerSegmentswithRankedCriteria...........101StopandReflect..............................103DiscussionofOutcome.......................105SuggestionsandCautions.........................105WhenintheProcessIsItBesttoRanktheCriteria?........105AHP..................................107StopandReflect..............................108Chapter7UnderstandingYourCustomer.................109CustomerEnvironments.........................109Voice-of-the-CustomerTable,Part1...................110RewordedData:ExpandingtheVerbatimResponse........115SuggestionsandCautions......................116VoiceoftheCustomerTable,Part2...................116SortingandGroupingData........................119AffinityDiagram:SortingDemandedQualitiesintoNaturalClustersorGroups.................119SuggestionsandCautions.........................121TreeDiagramforPrioritizingDemandedQualities........123SuggestionsandCautions.........................127DesigningaQuestionnaire........................127SuggestionsandCautions.........................132SuggestionsandCautions.........................134StopandReflect..............................134Chapter8FromCustomerVoicetoDesignTeamVoice.........137QualityPlanningTable..........................137SuggestionsandCautions..................