Finding the balance between quality and cost.
The key to controlling healthcare costs and increasing value lies in a balance among three key aims developed by Japanese quality expert Noriaki Kano: Eliminating quality problems that arise because the expectations of consumers are not met Reducing costs significantly while maintaining or improving quality Expanding the expectations of consumers by providing products and services that they perceive as unusually high in value.
Nolan
Thomas
T
Institute for Healthcare Improvement, Cambridge, MA, USA. apiwash@ix.netcom.com
Bisognano
Maureen
M
D003258:Consumer Behavior; D003363:Cost Control / Q000379:methods*; D005377:Financial Management, Hospital / Q000379:methods*; D017721:Hospital Costs; D009937:Organizational Objectives; D017749:Total Quality Management; D014481:United States