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A Hybrid Methodology for Dental Hospital Quality Performance Gap Using HOQ and Process Analysis

A Hybrid Methodology for Dental Hospital Quality Performance Gap Using HOQ and Process Analysis

Shamsuddin Ahmed
Copyright: © 2021 |Volume: 12 |Issue: 6 |Pages: 27
ISSN: 1947-959X|EISSN: 1947-9603|EISBN13: 9781799867449|DOI: 10.4018/IJSSMET.2021110102
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MLA

Ahmed, Shamsuddin. "A Hybrid Methodology for Dental Hospital Quality Performance Gap Using HOQ and Process Analysis." IJSSMET vol.12, no.6 2021: pp.16-42. http://doi.org/10.4018/IJSSMET.2021110102

APA

Ahmed, S. (2021). A Hybrid Methodology for Dental Hospital Quality Performance Gap Using HOQ and Process Analysis. International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 12(6), 16-42. http://doi.org/10.4018/IJSSMET.2021110102

Chicago

Ahmed, Shamsuddin. "A Hybrid Methodology for Dental Hospital Quality Performance Gap Using HOQ and Process Analysis," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) 12, no.6: 16-42. http://doi.org/10.4018/IJSSMET.2021110102

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Abstract

A hybrid methodology is described to identify a quality gap in a dental hospital. The research case study illustrates how to implement quality improvement in a real-life context. A combination of an ethnographic, narrative, and phenomenological approach in data collection and observations within the dental hospital validates the case findings. A unique method based on systems study and Taguchi loss function is shown to reduce the service quality gap in a dental hospital. A house of quality (HOQ) combines the correlation between “patient's expectations” and the hospital's “technical” characteristics. The correlation between service quality and technical characteristics measures a patient's expectations gap. Factor analysis helps to group service and technical factors for better patient management. A strategy map correlation analysis is generated to manage the quality gap. The correlation analysis between patient expectations and the hospital's technical characteristics identify areas of immediate attention.

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