Techniques for understanding the customer.
Who are the customers and what do they want? Every health care employee sometimes serves as a supplier providing input to an activity and sometimes as the recipient of the activity. This article explains the Kano model, which distinguishes between expected quality, one-dimensional, quality, and exciting quality. It also introduces Quality Function Deployment and the Customer Window, two tools for understanding and prioritizing customer demands.
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GOAL/QPC.
D003258:Consumer Behavior; D006301:Health Services Needs and Demand / Q000592:standards; D015285:Hospital-Patient Relations; D017146:Models, Organizational; D009937:Organizational Objectives; D010934:Planning Techniques; D012107:Research Design; D017749:Total Quality Management / Q000458:organization & administration*; D014481:United States