List of Illustations
Part 1 : Healthcare Perspective
Chapter 1. : The Context and the Challenge
Chapter 2. : Barriers to Patient-Focused Services and Systems
Chapter 3. : The Cell: A Model for an Organization
Chapter 4. : Overview of the Tool Set: A Hospital-Based Case Study
Part 2 : Step-by-Step Healthcare QFD
Chapter 5. : Organizational Readiness
Chapter 6. : Priority of Customer Segments
Chapter 7. : Understanding Your Customer
Chapter 8. : From Customer Voice to Design Team Voice
Chapter 9. : Key Functions
Chapter 10. : Failure Modes and Root Cause Analysis
Chapter 11. : Creating and Selecting Concepts for Service Delivery
Chapter 12. : Task Deployment
Chapter 13. : Closing the Loop: “Satisfaction Deployment”
Chapter 14. : Blitz QFD
Chapter 15. : Epilogue
Appendix A : Sample Forms
Appendix B : Glossary of Phrases
Appendix C : Taguchi’s Loss Function
Appendix D : TRIZ, A Theory of Inventive Problem Solving
Appendix E : Case Study Complex Evaluation
Appendix F : QFD Healthcare Case Study-Emergency Department: Remodeling and Design by James Bruer
Appendix G : QFD Healthcare Case Study-Rehab Concepts: Service Line Development by James Bruer
Appendix H : Health Care and Healthcare-Related Articles by Joe Miller
References
