Innovation in healthcare services: a customer focused approach

Prasanta K. Dey, Seetharaman Hariharan, William Ho

Research output: Contribution to journalArticlepeer-review


Although the various tools and techniques of quality management are routinely deployed in order to improve healthcare quality, an integrated approach is lacking, which combines the customer focus to identify quality issues, analytical techniques for prioritising improvement measures and a project management approach to plan, implement and evaluate the improvement projects. This study develops an innovative framework using Quality Function Deployment (QFD) and a logical framework in order to address this issue, and demonstrates its effectiveness using a case study on the intensive care unit of a hospital.
Original languageEnglish
Pages (from-to)387-405
Number of pages19
JournalInternational Journal of Innovation and Learning
Issue number4
Publication statusPublished - 2009


  • healthcare
  • critical care
  • quality function deployment
  • QFD
  • logical framework
  • project management


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