MO'TASEM H. ABUSHANAP

ALI ÖZTOP

APPLYING QFD FOR EMERGENCY DEPARTMENT

IE 5250

ABOUT EMERGENCY DEPARTMENT

• is a medical treatment facility specializing in acute care of patients who present without prior appointment, either by their own means or by ambulance. The emergency department is usually found in a hospital or other primary care center.• Is a place here fast, accurate, clean and hygienic treatment

should be provided.• Patient in the emergency department don’t like waiting.

QFD

• method to transform user demands into design quality, to deploy the functions forming quality, and to deploy methods for achieving the design quality into subsystems and component parts.

HOQ ( HOUSE OF QUALITY)

• Is a diagram, resembling a house, used for defining the relationship between customer needs and the technical capabilities of the company. It is a part of the Quality Function Deployment (QFD) and it utilizes a planning matrix to relate what the customer wants to how a company (that produces products or services) is going to meet those wants.

CUSTOMER (PATIENT) REQUIREMENTS

• 1- Fast service.• 2- Hygienic.• 3- Comfort ability.• 4- Experience.

WHATS

TECHNICAL(ENGINEERING) REQUIREMENTS

• No. of Doctors • No. of Nurses • Available area • Equipment available • Rooms • Environment

CUSTOMER (PATIENT) REQUIREMENT’S WEIGHTS (AHP)

A Fast Service Hygienic Comfortence Experience

Fast Service 1 3 0.333333 3

Hygienic 0.333333 1 0.2 1

Comfortence 3 5 1 3

Experience 0.333333 1 0.333333 1

Weights CFast service 0.26696429

Hygienic 0.10089286Comfort ability 0.51339286

Experience 0.11875

RELATIONSHIP MATRIX

Relative Weight

 

Technical (Engineering)

AttributesNumber of

doctors

Number of

nurses

Available area

Equipmen

t

Rooms

environme

nt demanded

weight

(weighted

row sum)

Customer ( patient)

Requirements

 

27% Fast Service ● ● ○ ● ● ○ 11.2 30.72

10% Hygienic ○ ○ ▽ ○ ○ ● 2.22 6.081

51% Comfortence ▽ ▽ ● ● ● ● 19.5 53.44

12% Experience ● ● ▽ ● ▽ ▽ 3.56 9.759

Relationships

Strong ●Moderate ○

Weak ▽

ROOF MATRIX

Correlations

Positive   

+9

Negative−1

No Correlation00

RELATIONSHIP BODY MATRIX

Normalized Data

0.2034 0.2327 0.1346 0.2481 0.1788 0.0250

0.2034 0.2365 0.0858 0.2463 0.1140 0.1140

0.1275 0.1819 0.1705 0.2356 0.1752 0.1094

0.2319 0.2398 0.1044 0.2469 0.1602 0.0168

0.7662 0.8909 0.4953 0.9769 0.6282 0.2652

RESOURCE ALLOCATION(B=2250$)

Engineering design requirement

resource requirement

% Allocation

resource allocated Sum

environment 0.2 100% 0.2 0.2

Number of nurses 0.15 100% 0.15 0.35

Rooms 0.3 100% 0.3 0.65

Equipment 0.5 100% 0.8 1.45

Number of doctors 0.3 100% 0.5 1.95Available area(waiting

room) 1 30% 0.3 2.25

CONCLUSION

• 1- Environment is the first to get the improvement; and it is 100% utilized.

• 2- No. of Nurses is the second to be improved; and it is 100% utilized.

• 3- Rooms available are the third on the improvement schedule; and it is 100% utilized.

• 4- Equipment’s is the fourth in the order; and it is 100% utilized. • 5- No. of Doctors is the fifth; and it is 100% utilized. • 6- Available area is the last and it is only gaining 20% of

utilization.