Title: Modelling new service development using Kano, QFD and mathematical programming in an emergency department healthcare unit

Authors: Arash Apornak; Sadigh Raissi; Abbas Keramati; Kaveh Khalili-Damghani

Addresses: Department of Industrial Engineering, South Tehran Branch, Islamic Azad University, Tehran, Iran ' Department of Industrial Engineering, South Tehran Branch, Islamic Azad University, Tehran, Iran ' Department of Industrial Engineering, South Tehran Branch, Islamic Azad University, Tehran, Iran; School of Industrial Engineering, Faculty of Engineering, University of Tehran, Tehran, Iran; Information Technology Management Department, Ted Roger School of Management, Ryerson University, Toronto, ON, Canada ' Department of Industrial Engineering, South Tehran Branch, Islamic Azad University, Tehran, Iran

Abstract: Today, service quality provided to patients is one of the most important criteria for obtaining patient satisfaction in medical and healthcare centres. A review of the work done in the field of quality improvement in healthcare centres shows the attention of researchers to provide quality in healthcare centres. In our research, we first identified the needs of patients, which was determined using a standard questionnaire, then using the Kano model and its evaluation table to classify the needs of patients into three categories: functional, basic and exciting, so by using QFD tool and goal programming, we examined the current situation of the hospital and compared it with other competitors and identified the elements that are considered as high priority. This method helps us to examine our position as a service unit in front of patients and in comparison with competitors, as well as the extent of our success in achieving the goal with little data. Therefore, during the process of technical language and operationalisation of these parameters, we have a safe way to improve patient satisfaction.

Keywords: quality function deployment; QFD; Kano model; goal programming model; new service development; emergency department healthcare.

DOI: 10.1504/IJPMB.2023.127879

International Journal of Process Management and Benchmarking, 2023 Vol.13 No.1, pp.1 - 18

Received: 29 Jun 2019
Accepted: 30 Dec 2019
Published online: 21 Dec 2022 *