CT售后服务质量特性质量屋的分析及应用

Analysis and application of House of Quality for CT after service quality coefficient

目的:对医疗设备售后服务质量进行质控分析,为提高医疗设备售后服务质量提供依据。方法:以CT为研究对象,通过质量屋(house of quality,HOQ)技术将CT售后服务质量需求转化为服务质量设计特性,得到相应指标的权重和对服务质量有较大影响的指标。结果:构建了CT售后服务质量特性质量屋,发现有3项服务质量特性应得到重视。结论:质量屋的应用在医疗设备售后服务质量的质控方面有一定的创新性,为明确医疗设备售后服务质量未来的改进方向提供了依据。

Objective To execute quality control analysis for medical equipment after service so as to enhance medical equipment after service quality. Methods With CT taken as the subject, and house of quality (HOQ) technology was used to transform CT after service quality requirements into service quality design characteristics, and the weights for corresponding indexes and the indexes affecting service quality were obtained. Results The results showed that there was one piece of user requirement ignored, three pieces of user requirements emphasized adequately and another three pieces of user requirements overweighted. Conclusion HOQ is of innovativeness and irradiative for quality control of medical equipment after service.