Chapter 1: Introduction

Emergency department is a system where life of people is in danger, and some major problems occurs frequently, and customers (here patients) are expecting some level of service in such place. so in order to improve the quality of the service we have to define and state our technical(engineering) attributes, together with customer wants( expectations). There are many way to improve service quality such as: 12345Control charts. Accepting sampling. Design of experiments. Six sigma. Quality function deployment (QFD in short).

In this project, we will use the QFD represented by the House of quality (HOQ in short), to try to improve the current state of an emergency department to another stage.

Chapter 2: Stating the factors

In the HOQ two types of data are required, Customer (patient) expectations (needs) and the Technical (engineering) attributes (requirements) available in the Emergency department (ED in short).

2.1 Customer (Patient) requirements:

1- Fast service: people going to the ED, expecting fast service according to state of the patient, because sometimes some states cannot wait, so fast service is one major and important requirement by customers. 2- Hygienic: ED is a place where patients having different types of illnesses are combined in one relatively small place, which allows the transfers of microbes and viruses etc. from patient to other, so having clean surrounding environment and together with the hygienic of the place became another important requirement. 3- Comfort ability: people waiting for long time, need to be comfortable while waiting, otherwise they will leave, so they need good room temperature, a TV for example so they dont get bored, etc.

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4- Experience: Workers (Doctors or nurses) Experience are one of the most important requirement of the patient, experienced doctors having the ability to diagnose faster and more accurate.

2.2 Technical (Engineering) attributes (Requirements):

They are depending on the ED available resources state, 1- No. of Doctors: available number of doctors in the service, if number of doctors in the system increases, waiting time of patient decrease. 2- No. of Nurses: available number of nurses in the service decreases proportionally the waiting time of patients. 3- Available area: as much area the ED has, that much that they can increase the no. of rooms, equipments, doctors and nurses, but at the same time it will increase the environment control costs 4- Equipment available: as much as the ED has equipments, together with the no. of doctors & nurses, will decrease total waiting time and increases the experience of the workers. 5- Rooms: as much rooms the ED has, the smaller reject number that will occur. 6- Environment: the surrounding of the ED, Waiting room, observation rooms, doctors and nurses rooms etc.

Chapter 3: Building HOQ

3.1 calculating the customer (patient) requirements weights:
Weights calculated using AHP process.
A Fast Service Hygienic Comfortence Experience Aw
Fast Service Hygienic
Comfortence

Experience

1 0.333333 3 0.333333 0.214286 0.071429 0.642857 0.071429

3 1 5 1 0.3 0.1 0.5 0.1

0.333333 0.2 1 0.333333 0.178571 0.107143 0.535714 0.178571

3 1 3 1 0.375 0.125 0.375 0.125

C (weights) 0.26696429 0.10089286 0.51339286 0.11875

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3.2 Relationship matrix

Direction of Improvement demanded weight (weighted row sum) 11.2 2.22 19.5 3.56 30.72 6.081 53.44 9.759

Maximum Relationship

Number of nurses

Relative Weight

Available area

Customer ( patient) Requirements Fast Service Hygienic Comfortence Experience

27% 10% 51% 12%

9 9 9 9

3.3 Roof Matrix

+ + + + + + + + +

environment

Equipments

Rooms

Technical (Engineering) Attributes

Number of doctors

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3.4 Calculation of the body of the relationship and roof matrices

I=1 R1,1 R1,2 R1,3 R1,4 R1,5 R1,6

9 9 3 9 9 3

I=2 R2,1 R2,2 R2,3 R2,4 R2,5 R2,6

3 3 1 3 3 9

I=3 R3,1 R3,2 R3,3 R3,4 R3,5 R3,6

1 1 9 9 9 9

I=4 R4,1 R4,2 R4,3 R4,4 R4,5 R4,6

9 9 1 9 1 1

1,1 1,2 1,3 1,4 1,5 1,6

10 9 -9 9 0 -9

2,1 2,2 2,3 2,4 2,5 2,6

9 10 -9 9 9 -9

3,1 3,2 3,3 3,4 3,5 3,6

-9 -9 10 9 9 0

4,1 4,2 4,3 4,4 4,5 4,6

9 9 9 10 9 9

5,1 5,2 5,3 5,4 5,5 5,6

0 9 9 9 10 0

6,1 6,2 6,3 6,4 6,5 6,6

9 9 0 9 0 10

0.221 0.221 0.078 0.300

Normalized Numbers for Relationship Matrix 0.271 0.024 0.315 0.227 -0.041 0.259 0.014 0.285 0.132 0.089 0.141 0.183 0.274 0.204 0.120 0.311 -0.074 0.332 0.215 -0.085

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Chapter 4: Conclusion Resource allocation for budget of 2250$

Engineering design requirement resource requirement % Allocation resource allocated

Environment Number of nurses Rooms Equipments Number of doctors Available area(waiting room)

0.2 0.15 0.3 0.5 0.3 1

100% 100% 100% 100% 100% 20%

0.2 0.25 0.3 0.8 0.5 0.2

So 1- Environment is the first to get the improvement; and it is 100% utilized. 2- No. of Nurses is the second to be improved; and it is 100% utilized. 3- Rooms available are the third on the improvement schedule; and it is 100% utilized. 4- Equipments is the fourth in the order; and it is 100% utilized. 5- No. of Doctors is the fifth; and it is 100% utilized. 6- Available area is the last and it is only gaining 20% of utilization.

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