Journal of the Korean Dietetic Association (대한영양사협회학술지)

The Korean Dietetic Association (대한영양사협회)
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Case Study on Improvement of Hospital Foodservice by Introduction of FMEA Techniques - Focus on Food Delivery Service Quality and Customer Satisfaction -

FMEA 기법 도입을 통한 병원 급식 품질 개선 사례 연구 - 배선서비스 품질 개선 및 환자만족도 중심으로 -

  • Kim, Hye-Jin (Dept. of Nutrition, Yeouido St. Mary's Hospital, The Catholic University of Korea) ;
  • Hong, Jeong-Im (Dept. of Nutrition, Yeouido St. Mary's Hospital, The Catholic University of Korea) ;
  • Heo, Gyu-Jin (Dept. of Nutrition, Yeouido St. Mary's Hospital, The Catholic University of Korea)
  • 김혜진 (가톨릭대학교 여의도성모병원 영양팀) ;
  • 홍정임 (가톨릭대학교 여의도성모병원 영양팀) ;
  • 허규진 (가톨릭대학교 여의도성모병원 영양팀)
  • Received : 2014.12.18
  • Accepted : 2015.01.22
  • Published : 2015.02.02
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Abstract

In this study, we attempted to improve hospital food delivery service quality and customer satisfaction by using FMEA (Failure Mode and Effect Analysis), which is applied to the quality control of products in manufacturing plants. Subjective food delivery service quality improvement was judged based on a 5-point likert scale. Traditional FMEA uses an RPN (Risk priority number) to evaluate the risk level of a component or process. The RPN index was determined by calculating the product of severity, occurrence, and detection indexes. In our results, total RPN value (P<0.01) significantly decreased after FMEA introduction, whereas customer satisfaction (P<0.001) and food delivery service quality (P<0.001) significantly increased. Specifically, foodservice errors (P<0.01) and loss cost (P<0.01) were significantly improved by FMEA introduction. Taken together, we suggest that FMEA reduces critical activities and errors in foodservice delivery caused by simple priority selection.

Keywords

References

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