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

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  • Shamsuddin Ahmed

    (Faculty of Engineering, Islamic University of Madinah, Saudi Arabia)

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.

Suggested Citation

  • Shamsuddin Ahmed, 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), IGI Global, vol. 12(6), pages 16-42, November.
    • Handle: RePEc:igg:jssmet:v:12:y:2021:i:6:p:16-42
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