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Determining the service demands of an aging population by integrating QFD and FMEA method

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  • Shun-Hsing Chen

Abstract

Quality function deployment (QFD) techniques transform customer demands to service techniques, reducing design lead time and providing enhanced services to meet customer demands. A poor, aging service design exerts a negative effect on the quality of life of elderly people. Because government agencies have limited resources, improvement items cannot be implemented simultaneously. In this study, the risk priority number of failure mode and effect analysis (FMEA) was employed to determine improvement priorities for service demands. This methodology facilitates constructing a comprehensive Aging in Place policy and increases effective use of resources. The Aging in Place categories and policies are crucial. QFD and FMEA techniques were used in this study to design an Aging in Place policy and meet elderly people demands, provide a clear design, and improve service quality to match the demands and expectations of elderly people. The 16 service demands were identified by the experts and scholars. Six management techniques were obtained: education and training, space planning, medical facilities, human resources, transportation facilities, and recreational activities. According to the results, priority was as follows: (1) education and training; (2) space planning; (3) human resources. Copyright Springer Science+Business Media Dordrecht 2016

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  • Shun-Hsing Chen, 2016. "Determining the service demands of an aging population by integrating QFD and FMEA method," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(1), pages 283-298, January.
    • Handle: RePEc:spr:qualqt:v:50:y:2016:i:1:p:283-298
    DOI: 10.1007/s11135-014-0148-y
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    References listed on IDEAS

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    1. Chun-Min Kuo & Shin-Hwei Yuo & Carol Lu, 2014. "Integration of the Kano and QFD model in health food development: using black beans as examples," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(1), pages 225-242, January.
    2. Chih-Ming Luo & Hung-Fan Chang, 2013. "Safety process innovation in medical service industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(5), pages 2915-2931, August.
    3. Ching-Wen Chen, 2012. "Modeling and initiating knowledge management program using FQFD: a case study involving a healthcare institute," Quality & Quantity: International Journal of Methodology, Springer, vol. 46(3), pages 889-915, April.
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    Cited by:

    1. Hongzhan Ma & Xuening Chu & Deyi Xue & Dongping Chen, 2019. "Identification of to-be-improved components for redesign of complex products and systems based on fuzzy QFD and FMEA," Journal of Intelligent Manufacturing, Springer, vol. 30(2), pages 623-639, February.

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