대한지역사회영양학회지 (Korean Journal of Community Nutrition)

대한지역사회영양학회 (The Korean Society of Community Nutrition)
권호 표지

QFD 기법을 이용한 병원 위탁급식 운영전략 수립

Strategic Planning for the Contract-Managed Hospital Foodservice Through QFD Methodology

  • 양일선 (연세대학교 식품영양학과) ;
  • 박수연 (연세대학교 식품영양학과) ;
  • 김현아 (연세대학교 식품영양학과) ;
  • 박문경 (연세대학교 식품영양학과) ;
  • 신서영 (홍콩이공대학 주점급여유업관리학원) ;
  • 이해영 (연세대학교 식품영양과학 연구소)
  • 발행 : 2003.10.01
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

At present, health care industries throughout the world are struggling with the challenges to set up financial structures as cost-effective ways and means of satisfying customer needs for health care services. Many hospitals consign foodservice management to foodservice companies for the purpose of efficiency. The companies taking charge of hospital foodservice are also striving to gain an advantage over keen competitions. This study applied Quality Function Deployment(QFD) to one hospital (which will be shown as $\ulcorner$A hospital$\lrcorner$ below) managed by a contract foodservice company for the purpose of strategy planning to provide sustainable competitive advantage. First of all, this study scanned internal and external environment of $\ulcorner$A hospital$\lrcorner$ by means of a Quality Measurement Tool and a fieldwork study. With the result of environment scanning, this study elicited 20 strategies through SWOT analysis, which were categorized by 4 perspectives such as financial, customer, internal process, learning and growth perspectives. Finally, the priorities of 20 strategies were extracted from QFD methodology. According to the results obtained by applying QFD to $\ulcorner$A hospital$\lrcorner$'s foodservice, the strategies which $\ulcorner$A hospital$\lrcorner$ foodservice was obliged to introduce and implement were : the specialization of Children's hospital foodservice, scientific foodservice management through the standardization of foodservice operations, the maintenance of sanitary quality through sanitary system, the remodeling of facilities, the introduction of new equipment, the prompt and accurate response to customer needs, the development of appropriate patient menus, the provision of competitively priced meals for patient selection, the development of a demand forecast model by considering the characteristics of a children's hospital, improvement of productivity and the reduction of labor costs through the employment of experienced employees based on their seniority.

키워드

참고문헌

  1. American Supplier Institute (ASI) (1987): Quality Function Deployment, 3-day workshop, American Supplier Institute, Dearborn, MI
  2. Chan LK, Wu ML (2002): Quality function deployment: A literature review. European Journal of Operational Research 143: 463-397
  3. Chaplin E, Bailey M, Crosby R, Gonnan D, Holland X. Hippe C, Hoff T, Nawrocki D, Pichett S, Thota N (1999): Using quality function deployment to capture the voice of the customer and translate it into the voice of the provider. The Joint Commission Journal on Quality Improvement 25(6): 300-315 https://doi.org/10.1016/S1070-3241(16)30446-1
  4. Chaplin E, Terninko J (2000): Customer driven healthcare: QFD for process improvement and cost reduction. ASQ Quality Press, Milwaukee, WI
  5. Cho HJ (1999): An Empirical Study on The Relationships of Service Quality, Customer Satisfaction and Its Influencing Variables in Medical Service area. Korean Hospital Management Research 4(1): 171-189
  6. Choe KS, Lee SH, Cho WH, Chae YM (2001): Success and Failure factors of the healthcare quality project. The Korean Society of Quality Assurance in Health Care 8 (2): 146-159
  7. Choe WJ, Hong SB, Ham HJ (2000): Competitive improvement method for non-commercial organizations. LG Global Challenger Report
  8. Cohen L (1995): Quality Function Deployment: How to Make QFD Work for You (Wesner, J.w., ed), Addison-Wesley Publishing Company, Reading, MA
  9. Einspruch EM, Omachonu VK, Einspruch NG (1996): Quality function deployment (QFD): Application to rehabilitation services. International Journal of Health Care Quality Assurance 9(3): 9-11
  10. Evans JR, Lindsay WM (1996): The Management and Control of Quality 3fd de., West Publishing Company, St. Paul, MN
  11. Hallberg N, Johansson M, Timpka T (1999): A prototype computer network service for occupational therapists. Computer Methods and Programs in Biomedicine 59 (1): 45-54 https://doi.org/10.1016/S0169-2607(98)00095-9
  12. Heinbuch SE (1996): Achieving effective service-contracting results: the process is the key to success. International Journal of Health Care Quality Assurance 9 (3): 32-40
  13. Hofmeister KR (1991): Quality Function Deployment: market success through customer-driven products in Food Product Development: from Concept to the Marketplace (Graf, E., Saguy, I.S., eds). Van Nostrand and Reinhold, New York, NY
  14. Johansson M, Timpka T (1996): Quality function for requirements engineering in system development methods. Medical Infromatics 21 (2): 133-145 https://doi.org/10.3109/14639239608995015
  15. Kaminski G, Glorius NS, McGrath MS, Gibbons M, Silbert G, Weinstein S, McGrath MS, Fleming D, Reifenberger J (1992): Total quality management at Bethesda, Inc. Journal for Healthcare Quality 14(6): 38-53 https://doi.org/10.1111/j.1945-1474.1992.tb00067.x
  16. Kaplan RS, Norton DP (1992): The Balanced Scorecard-Measure That Drive Performance. Harvard Business Review. January-February
  17. Kim JR (1995): Quality improvement of the food and nutrition services. Nutrition and Dietetics 7, 8: 24-33
  18. Kim JS (2002): The analysis of management of contracted hospital food-services and perspectives of each party involved. Yonsei University Master Thesis
  19. Kim KY, Kang S, Kim JR, Kim H, Park JB, Oh SJ, Yoon CY, Yoon JH, Lee KS (1999): Quality Management. Pakyoungsa, Seoul
  20. Kim SS (2001): Factor Analysis of Hospital Nutrition Department for Adopting Service Management. Catholic University Master Thesis. Seoul, Korea
  21. King B (1994): Techniques for understanding the customer. Quality Management in Health Care 2 (2): 61-67
  22. Lim PC, Tang NKH (2000): The development of a model for total quality healthcare. Managing Service Quality 10 (2): 103-111
  23. Lim PC, Tang NKH, Jackson PM (1999): An innovative framework for health care performance measurement. Managing Service Quality 9(6): 423-433 https://doi.org/10.1108/09604529910304125
  24. Line M (1990): Academic Library Management, Library Association, London
  25. Logan GD, Radcliffe DF (1997): Potential for use of a house of quality matrix technique in rehabilitation engineering. IEEE Transactions on Rehabilitation Engineering 5(1): 106-115 https://doi.org/10.1109/86.559355
  26. Maddux GA, Amos RW, Wyskida AR (1991): Organization can apply quality function deployment as strategic planning tool. Industrial Engineering
  27. Matsuda LM, Evora YM. Boan FS (1998): The use of the quality function deployment (QFD) in the planning of care (in Portuguese). Revista Vrasileira de Enfermagem 8 (1): 93-104
  28. Quinn JB (1980): Strategies for Change: Logical incrementalism. Irwin
  29. Radharamanan R, Godoy LP (1996): Quality function deployment as applied to a health care system. Computers and Industrial Engineering 31 (1-2): 443-446 https://doi.org/10.1016/0360-8352(96)00171-4
  30. Renner C, Palmer E (1999): Outsourcing to increase service capacity in a New Zealand hospital. Journal of Management in Medicine 13(5) : 325-338 https://doi.org/10.1108/02689239910294655
  31. Schendel DE, Hallen KJ (1972): Business policy or strategic management: A view for an emerging discipline. In Mitchell VF, Barth RT, Mitchell H (eds), Academy of Management Proceedings
  32. Shaffer MK, Pfeiffer IL (1995): A blueprint for training. Training and Development 49 (3): 31-33
  33. Sloan MD (I994): How to lower health care costs by improving health care quality. ASQC Quality Press, Milwaukee, Wisconsin
  34. Steiner GA (1979): Strategic Planning: What Every Manager Must Know, Macmillan, New York, NY
  35. Steiner GA, Miner JB (1977): Management policy and strategy: Text, readings and cases. Macmillan
  36. Weihrich H (1982): The TOWS matrix-a tool for situational analysis. Journal of Long Range Planning 15 (2)
  37. Yang IS, Kim HA, Lee YE, Park MK, Park SY (2003): The Development of a Quality Measurement Tool for the Contract-managed Hospital Foodservice. Journal of Community Nutrition 8 (3): 319-326
  38. Yang IS, Lee SJ, Cha JA (2000): Development of Quality Management Standards and Evaluation Tool for the Quality Improvement of Hospital Food and Nutrition Services. The Korean Nutrition Society 33 (5): 548-555
  39. 赤尾洋二 (1986): 新製品開發のための品質展開活用の實際. 日本現格協會