Open AccessPERANCANGAN KUALITAS PELAYANAN RUMAH SAKIT MELALUI PENERAPAN FUZZY QUALITY FUNCTION DEPLOYMENT
Author(s) -
Rudy Joegijantoro,
MN Lisan Sediawan
Publication year - 2014
Publication title -
jurnal ilmiah kesehatan media husada
Language(s) - English
Resource type - Journals
eISSN - 2655-4917
pISSN - 2252-9101
DOI - 10.33475/jikmh.v2i2.118
Subject(s) - quality function deployment , house of quality , fuzzy logic , computer science , quality (philosophy) , function (biology) , product (mathematics) , service (business) , process management , service quality , new product development , engineering , artificial intelligence , business , mathematics , marketing , customer retention , philosophy , geometry , epistemology , evolutionary biology , biology
Quality Function Deployment (QFD) is defined as a method that supports the structured design of products or services. The method is based on the customer needs and involves all the relevant parties within an organization that develops and produces a product through teamwork. It is a method for mapping and prioritizing customer requirements into functional features and technical modules to optimize market performance. Although the quality of a service can be dramatically improved through a QFD exercise, the traditional crisp scoring approach has a major drawback. A wrong conclusion can be easily produced since the fuzzy nature of linguistic correlation terms from evaluation members is ignored. To overcome this problem, fuzzy scoring for linguistic terms is proposed in this paper. This study integrates fuzzy logic into House Of Quality to establish a framework for prioritizing customer requirements to simply, objectively, and scientifically analyze service features