基于QFD的社区老年人慢性病管理产品服务系统设计研究  

Design Research of Product Service System(PSS)for OlderAdults with Chronic Diseases in Communities Based on the QFD

作　　者：杨瑞婷 李亚军[1] YANG Ruiting;LI Yajun(Nanjing University of Science&Technology,Nanjing 210094,China)

机构地区：[1]南京理工大学,南京210094

出　　处：《工业工程设计》2020年第3期104-112,共9页INDUSTRIAL&ENGINEERING DESIGN

摘　　要：以老年慢性病患者为研究对象,以提高社区居家养老模式下的老年慢性病管理水平为研究目标,以提供社区卫生机构慢性病管理产品服务方案为实践目标。在数据收集和分析阶段,采用定性研究的方法收集用户数据,通过构建典型人物模型总结现有问题;通过分解典型场景中的用户需求,得出对应的具体服务需求和服务内容;并以KANO模型的结果为依据,划分服务需求的类型。在服务模型构建阶段,以QFD方法及相关理论为指导,构建质量屋,输出用户需求对应的服务特性重要度排序,并依照设计原则评估。构建基于不同类型用户需求的质量屋,得出慢性病管理有关的服务特性在社区场景下的重要度排序,并提出面向社区老年人的慢性病管理产品服务系统设计策略。Taking the elderly with chronic diseases as the research object,the goal of this research is to enhance the management level of the elderly with chronic diseases in the mode of community-home endowment.The practice goal is to present a product service system of chronic disease management from the community health service institution.At the stage of data collection and analysis,the qualitative research is used to collect the user data.Personas are created to summarize existing issues.The user demands in the typical scenes are decomposed to work out the service demand and contents accordingly.As well,the types of service demand are allocated based on the results of KANO model.At the stage of service modelling,guided by the QFD and relevant theories,the house of quality is constructed to output the prioritized service features corresponding to the user demands,and an assessment thereof is conducted based on the design principle.The prioritized service features related to the chronic disease management in the context of community service are obtained by constructing the house of quality based on different types of user demands.In addition,the PSS design strategies for the elderly’s chronic disease management in communities are proposed.

关 键 词：社区居家养老 慢性病管理 产品服务系统 质量功能展开 

分 类 号：J524[艺术—艺术设计]