The optimization concept of service fulfillment measurement: a research on surgery care

This paper presents an optimization concept of service
fulfillment measurement. Service delivery is assumed free from constraint,
while service fulfillment is expected to achieve by maximizing the
customer preferences. As the constraints are considered, the customer
preferences are developed in a form of new model to set the optimum level
of variables. The concepts will be further improved for medium and large
scale optimization, which capable to evaluate the customer requirement in
Kano-QFD integration. The results were also validated based on Kano
Model and Quality Function Deployment (QFD) is integrated for patient
attribute and service attribute prioritization. The new non-linear KanoQFD service satisfaction model has been developed, tested and validated
with Kano model to facilitate the analysis and decision making for better
service delivery improvement.