Service Quality Design Through Customer-Oriented Failure Reduction (Case Company: Saint Paulos Hospital)
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Date
2023-06
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Addis Ababa University
Abstract
Service quality has been considered as one of the vital areas for improving performance of any business process. Service quality is one of the most effective means of building a competitive position. Especially in health care service sector, service quality have significant role because, in this sector the main customers are patients who need a medical service so in this sector quality of service is linked with wellbeing of patients. This research was conducted by measuring the service quality, determining appropriate service design based on customer requirement and identifying customer oriented service failures and preparing corrective and preventive solution for the identified failures. The major problems identified in service quality of saint paulos hospital are patients take a long service time to be served in OPD department, OPD doctors have high working load which affects their effectiveness and in all ward of the hospital it is observed that there is frequent readmission rate of patients. So the objective of this study is to improve service quality in St Paul‘s hospital by providing mechanism of developing appropriate service design based on customer‘s requirement and reducing or eliminating significant failures. In order to measure the service quality SERVQUAL model is used for analyzing respondents expectation and perception and service gap is identified.using QFD analysis having regular technical training,having transparency in information flow,desining policies and procedures,having up-to-dated medical equipments,and conducting regular interpersonal training are identified as the most critical technical requirnments.using FMEA analysis ―not accurate medial records, not having adequet equpments, no on time serice delivery,understanding problem and patients not feeling safety during diagnosis‖ are identified as the most critical failures respectfully.according to the identified critical technical requirements the suggested service design is proposed.And also the recommended solution for the identified critical failures is provided.
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QFD, FMEA, and SERVQUAL