基于组合评价法与质量功能展开(QFD)优化数字减影血管造影设备维修保养服务质量研究  

Research on quality optimization of maintenance service of digital subtraction angiography equipment based on combination evaluation method and quality function deployment

作　　者：常骁毅[1] 王腾 赵朝[1] 白婷 李潇 张玮 马良 赵永强[6] CHANG Xiao-yi;WANG Teng;ZHAO Chao(State-owned Assets Management Office,The First Affiliated Hospital of Xi’an Jiaotong University,Xi'an 710061,China;不详)

机构地区：[1]西安交通大学第一附属医院国有资产管理办公室,陕西西安710061 [2]西安交通大学第一附属医院心血管内科,陕西西安710061 [3]宝鸡市中心医院医学装备科,陕西宝鸡721008 [4]咸阳市中心医院设备科,陕西咸阳712000 [5]陕西省人民医院医学装备部陕,西西安710061 [6]西安邮电大学现代邮政学院,陕西西安710061

出　　处：《中国医学装备》2021年第10期130-135,共6页China Medical Equipment

基　　金：陕西省科技厅软科学研究项目(S2016YFRM0140)“大型医用设备绩效考核体系及共享机制的研究”;陕西省软科学研究计划项目(2017KRM031)“面向服务化的陕西装备制造系统整合预防维修的质量控制策略研究”。

摘　　要：目的:构建基于组合评价法与质量功能展开(QFD)的数字减影血管造影(DSA)设备维修保养服务质量综合评判模型,找出有效评判维修保养服务方法并为设备厂家服务改进提供方向。方法:采用德尔菲(Delphi)法与层次分析法(AHP)组成的组合评价法确定客户需求及其客户需求重要度,按照QFD要求搭建质量屋(HOQ),构建DSA设备(A厂家)服务质量综合评判模型并进行可行性和有效性分析,对比A厂家和B厂家服务质量的客户满意度。结果:维修保养服务质量综合评判模型对医院在用的DSA设备服务质量进行评价,A厂家客户满意度明显优于B厂家;提出从时间性、专业性和可靠性3个方面对人员和团队进行厂家服务质量提升。结论:组合评价法和QFD组合的维修保养服务质量综合评判模型可以对DSA设备服务厂家进行评判,并为厂家提出相应的服务质量改进方向。Objective:To construct a comprehensive evaluation model of digital subtraction angiography(DSA)equipment maintenance service quality based on combination evaluation method and quality function deployment(QFD)and find out an effective evaluation method of maintenance service and provide direction for equipment manufacturers to improve the service quality.Methods:The combination evaluation method composed of Delphi method and analytic hierarchy Process(AHP)was used to determine the customer needs and their importance.The House of Quality(HOQ)was constructed according to the requirements of QFD.The service quality comprehensive evaluation model of DSA equipment manufacturer A was constructed and the feasibility and effectiveness were analyzed.The customer satisfaction on service quality between manufacturer A and manufacturer B was compared.Results:The comprehensive evaluation model of maintenance service quality was used to evaluate the service quality of DSA equipment in hospital,and the customer satisfaction of manufacturer A was significantly better than that of manufacturer B.Three aspects of timeliness,professionalism and reliability were proposed to improve the service quality of the manufacturer.Conclusion:The combination evaluation method and QFD combination maintenance service quality comprehensive evaluation model can evaluate DSA equipment service manufacturers and propose the corresponding service quality improvement direction for manufacturers.

关 键 词：组合评价法 质量功能展开(QFD) 数字减影血管造影设备 服务质量优化 层次分析法 

分 类 号：R197.39[医药卫生—卫生事业管理]