| ABSTRACT |
This is a newly developed product and its novel integrated decision making model of Quality Function Deployment¿Kano-Analytical Hierarchical Process (QFD-Kano-AHP) ables to take into account the Voice of Patient (VoP) and healthcare constraint. As a result, it optimizes the VoP evaluation prioritization and hence eliminates the existing weaknesses of the Complaint Management System (CMS) in practice. It will also drives a direct way of deploying healthcare organization's limited resources in order to obtain the greatest positive impact on customer's satisfaction. With the complexity of the customer's needs that ever-changing, more and more challenges we will be facing in order to meet the customer¿s expectation over their demand.This product will certainly be beneficial to the local healthcare organization by having a comprehensive evaluation on their quality of delivery services through a better managing complaints based on VoP for continous improvement in all aspects of services offered.
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