Authors
1 Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran
2 Department of Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran
Abstract
The Quality Function Deployment method (QFD) is one of the most effective tools of designing and improving quality being used in order to supply customer’s requirements and enhancing his/her satisfaction. The main purpose of this research is to prioritize the identifiers of improving servicequality of dental clinic using QFD approach and combined ANP and DEMATEL with fuzzy approach. Initially in this research, patients’ demands were determined. Before ranking, the patients’ demands were classified based on dimensions of SERVQUAL model, then they were ranked by the combined ANP and DEMATEL with fuzzy approach. Then, technical requirements were determined by nominal group technique. At last, the matrix of house of quality (HOQ) was completed that the most significant technical requirements include holding training courses, purchasing modern equipment, and recruiting skilled and committed personnel.
Keywords
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Butt, M. De Run, EC. (2011).”Private healthcare quality: applying a SERVQUAL model”. International Journal of Health Care Quall Assur, Vol.23, No.7, pp.658-673.
Camgoz, H.Tarim, M.Lonial, S.Yatkin, A. (2013) “QFD application using SERVQUAL for private hospitals: A case study”, Leadership in Health Services, Vol. 26, No.3, pp.119-131.
Chakraborty, SH. (2013).” A quality function deployment-based model for materials selection Kanika Prasad”. Materials and Design, Vol.49, No.1, pp. 525-535.
Chen, L.H. and Kom, W.C. (2008), “Fuzzy linear programming models for new product design using QFD with FMEA”. Applied Mathematical Modeling, Vol.11, No.5, pp. 46-58.
Dorriz, H. Farid, F. Seidi, D. (2010). “To survey the level of patients’ satisfaction with the offered services at dentistry college o Tehran medical sciences in the academic year 2006-2007”. The dentistry magazine of the medical sciences and health/treatment services university of Tehran. The fourth year, Vol. 23, No.2, pp.249-255. [Text in Persian]
Esa, R. Rajah, P. Abdul Razak,I.(2006).” Satisfaction with the oral health services. A qualitative study among Non-Commissioned Officers in the Malaysian Armed Forces”. Community Dent Health, Vol. 23, No.1, pp. 15-20.
Ghopanchi, j. Daghigh afkaar, m. Azadi, a. Sedaghati shayesteh, s. (2009). “The patient’s satisfaction with the offered services at the Shiraz College of dentistry”. The dentistry magazine of Shiraz medical Sciences, Vol.10, No.1, pp. P 83-86.
Gremyr, I. Raharjo, H. (2013) “Quality function deployment in healthcare: a literature review and case study”, International Journal of Health Care Quality Assurance, Vol. 26, No.2, pp.135 – 146.
Hashim, R. (2005).” Patient Satisfaction with dental services at Ajman University, United Arab Emirates”. East Mediterr Health Journal, Vol.11, No.6, pp. 913 –921.
Hassanpour, H. Jahanshahi, H. Ahmadi ghavaghi, M. (2012). “Fuzzy multi-criteria decision making in implementing science management”. Two seasonal journals of the researches of human sciences management of Imam Hossein Jame University, Vol.11, No.1, pp.137-163. [Text in Persian]
Jaafar nejad, a. Momeni, m. (2010). “To improve product quality in sweet& chocolate industry by using QFD and AHP. “ The seasonal journal of industrial management of human sciences college of Sanandaj branch, Vol.11, No.1, pp.25-49. [Text in Persian]
Jose, L. Francescato, D. Ferreira, N. (2013).”Quality function deployment in a public plastic surgery service in Brazil”. European Journal of Plastic Surgery, Vol.36, No.8, pp.511-518.
Karbaisan, m. Raadpour, h. (2011). The collection of system engineering tools for designing engineers. The first edition, science pillars. Isfahan, p. 78. [Text in Persian]
Kardis A, Komboli- Kodovazenti, M. Hatzigeorgiou, D. Panis, V. (2001). “Expectations and Perceptions of Greek Patients regarding the quality of dental health care”. International Journal Quality Health care, Vol.13, No.5, pp. 409-416.
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