基于KANO-DANP模型的医疗设备维护外包服务质量关键影响因素分析

Analysis of key influencing factors of outsourcing medical equipment maintenance service quality based on KANO-DANP model

目的:分析影响医疗设备维护外包服务质量的关键因素。方法:建立基于KANO-DANP(DANP为DEMATEL法和ANP法的结合)模型的医疗设备维护外包服务质量影响因素的评价模型,首先,采用KANO模型分析方法对维护外包服务质量影响因素进行需求分层并获得关键因素;然后运用决策试验和评价试验(decision-making trial and evaluation laboratory,DEMATEL)法分析维护外包服务质量各关键因素之间的关联性,进而使用网络层次分析(analytic network process,ANP)法获得每个关键因素指标的优先级排序。结果:医疗设备维护外包服务质量各关键因素之间存在显著的相互影响,关键影响因素排序为技术人员技能、判断准确度、配件可用性、灵活性、服务商能力、服务质量。结论:该研究明确了管理人员在维护外包服务质量考核中需要重点关注的关键影响因素指标,为定期开展维护外包服务质量考核工作提供了科学合理的分析和指导依据。

Objective To explore the key factors affecting the quality of outsourcing medical device maintenance.Methods A model based on the KANO-DANP(DANP is a combination of DEMATEL and ANP methods)was developed to evaluate the factors influencing the quality of outsourcing medical equipment maintenance.Firstly the KANO model was used to stratify the factors influencing the quality of outsourcing maintenance services and obtain the key factors;then the decision-making trial and evaluation laboratory(DEMATEL)was applied to analyzing the correlation between the key factors of outsourcing maintenance service quality,and the analytic network process(ANP)was used to obtain the priority ranking of each key factor.Results The key factors of outsourcing medical equipment maintenance service quality influenced each other significantly,which were ranked as technician skills,judgment accuracy,spare parts availability,flexibility,service provider capability and service quality.Conclusion The key influencing factors in the outsourcing maintenance service quality assessment are defined clearly,and scientific analysis and guidance are provided for regular assessment of outsourcing maintenance service quality.[Chinese Medical Equipment Journal,2022,43(3):70-74]