“Create a House of Quality for hospital check-in. Customer needs are know where to go, spend less time waiting and keep information private, each with weight 5. Engineering characteristics are wayfinding sign coverage, check-in completion time and privacy screen coverage. Show strong relationships between finding the way and signs, lower waiting and shorter completion time, and privacy and screens; show a weak relationship between finding the way and completion time and a moderate relationship between privacy and completion time. Mark sign coverage and privacy screen coverage as positively correlated.”
Comprenez les décisions qui le sous-tendent.
Use arrival research to weight clarity, speed and privacy.
Choose observable service characteristics for each need.
Implement wayfinding and privacy improvements together where possible.
Use for service redesign when customer needs must be connected to operational measures.
Questions fréquentes
Can QFD improve a service process?
Yes. It connects customer requirements to measurable operational characteristics and supports cross-team improvement.
How are service requirements gathered?
They can come from interviews, observation, feedback and service data, then be reviewed with the teams delivering the service.
Why include privacy in QFD?
Privacy is a customer requirement that can be linked to design and operational choices, making it visible in the improvement work.