基于组合评价法与质量功能展开(QFD)优化数字减影血管造影设备维修保养服务质量研究

Research on quality optimization of maintenance service of digital subtraction angiography equipment based on combination evaluation method and quality function deployment

目的:构建基于组合评价法与质量功能展开(QFD)的数字减影血管造影(DSA)设备维修保养服务质量综合评判模型,找出有效评判维修保养服务方法并为设备厂家服务改进提供方向。方法:采用德尔菲(Delphi)法与层次分析法(AHP)组成的组合评价法确定客户需求及其客户需求重要度,按照QFD要求搭建质量屋(HOQ),构建DSA设备(A厂家)服务质量综合评判模型并进行可行性和有效性分析,对比A厂家和B厂家服务质量的客户满意度。结果:维修保养服务质量综合评判模型对医院在用的DSA设备服务质量进行评价,A厂家客户满意度明显优于B厂家;提出从时间性、专业性和可靠性3个方面对人员和团队进行厂家服务质量提升。结论:组合评价法和QFD组合的维修保养服务质量综合评判模型可以对DSA设备服务厂家进行评判,并为厂家提出相应的服务质量改进方向。

Objective:To construct a comprehensive evaluation model of digital subtraction angiography(DSA)equipment maintenance service quality based on combination evaluation method and quality function deployment(QFD)and find out an effective evaluation method of maintenance service and provide direction for equipment manufacturers to improve the service quality.Methods:The combination evaluation method composed of Delphi method and analytic hierarchy Process(AHP)was used to determine the customer needs and their importance.The House of Quality(HOQ)was constructed according to the requirements of QFD.The service quality comprehensive evaluation model of DSA equipment manufacturer A was constructed and the feasibility and effectiveness were analyzed.The customer satisfaction on service quality between manufacturer A and manufacturer B was compared.Results:The comprehensive evaluation model of maintenance service quality was used to evaluate the service quality of DSA equipment in hospital,and the customer satisfaction of manufacturer A was significantly better than that of manufacturer B.Three aspects of timeliness,professionalism and reliability were proposed to improve the service quality of the manufacturer.Conclusion:The combination evaluation method and QFD combination maintenance service quality comprehensive evaluation model can evaluate DSA equipment service manufacturers and propose the corresponding service quality improvement direction for manufacturers.