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Akira Nagata, Daisuke Sakai, Kozo Koura, Asahi University
Junichi Okuda, Kazuo Asano, Murakami Memorial Hospital

A Analysis of Patient's Questionnaires of Hospital by QFD And Policy Deployment

Track: K2

Abstract:
The Murakami Memorial Hospital is a satellite hospital of Asahi University. This report is a analytical study of outpatient's questionnaires as the 5th research of hospital service function.
The questionnaire ask eight questions about reception, physician, nurse, examination room, x-ray room, pharmacy, waiting time, institution, environment, as study of satisfaction degree and free opinion. 805 questionnaires are collected during one week.
The data base about 8 questions is made for graphic analysis and multi valuate analysis. The free opinions are analyzed by QFD and extracted patient demand items, made demand quality deployment table and found problem issues. The primary measures plan is made for the problem issues by policy management.

Author(s):
Akira Nagata:
1998-2002 studied at Asahi University (Business Administration).
April 2002, People of Hamamatsu Cleaning Co.
April 2002, Member of Japanese Society for Quality Control (JSQC).

Daisuke Sakai:
1998-2002 studied at Asahi University (Business Administration).
April 2002, People of Minokamo Agricutural Cooperation Association.
April 2002, Member of Japanese Society for Quality Contrrol (JSQC).

Kozo Koura:
Academic Record:

• University of Tokyo (Applied Chemistry Department, Faculty of Engineering), Bachelor of Engineering Degree, 1949.
• Nippon Kayaku Co. Ltd. (April,1949-August,1981)
  Actively worked in Nippon Kayaku Co.'s Central Quality Control Committee as Secretariat when the company received the Deming Application Prize, 1963.
• Saitama Institute of Technology (1979-1994)
  Lecturer of Statistical Method and Total Quality Management in Mechanical Engineering Department
• Aoyama Gakuin University (1986-1992)
  Lecturer of Total Quality Management, Department of Managerial Engineering, Faculty of Science and Engineering
• Asahi University (1993 -2000)
  Professor, Department of Information Management, School of Business Administration
  Guest Professor (April, 2000-March, 2002)
  March, 2002, retired Asahi University
• From April, 2002, President of Koura & Associates

• Nikkei Quality Control Literature Prize (1979) for the work
  "Management Items for Quality" (co-authored)
• Nikkei Quality Control Literature Prize (1988) for the work
  "Practices of Utilization of Cross-functional Management" (co-authored)
• Akao Prize (2000)

• Certified by the Japanese Government as
  Quality Control Consulting Engineer,
  Energy Control Engineer,
  Environment Management Engineer.
• Member, American Society for Quality (ASQ)(1965 - )
• Member, European Organization for Quality (EOQ)(1972 - )
• Honorable Member, Japanese Society for Quality Control (JSQC)(1994 - )
• Advisor of the QC Circle Headquarters in Union of Japanese Scientists and Engineers (JUSE)(1965-1994)
• Member of the Steering Committee of Quality and Standardization Conference in Japanese Standards Association (JSA)(1967-1993)

• "Quality Control in Administrative Department"(1970), Nikkan Kogyo Shinbunsha.
• "QC Circle Activities"(1970), Sogorodo Kenkyu-sho
• "Management Items for Quality"(1979), Zeimukeiri Kyokai.(co-author)
• "Planning of Company Standardization"(1985), Zeimukeiri Kyokai.
• "Practices of Utilization of Policy Management"(1988), (co-author), published by JSA - Translated in English, "HOSHIN KANRI"(1991), published by Productivity Press Inc.
• "Practices of Utilization of Cross-functional Management" (1988)(co-author), published by JSA - Translated in English, "Cross-functional Management"(1993), published by Asian Productivity Organization.
• "Quality Management in Administrative, Services and Sales Departments"(1986), revised (1991)(co-author),published by JSA.
• "Innovation in Clerical Work and Administrative Department" (1996)(co-author), published by JSA.
• "Utilization of Practical QFD"(1998)(co-author), published by JUSE Publishing Co.
• "The ISO 14000 Environmental Management Handbook" (1999),(co-author), published by JSA

• Total Quality Management (general)
• Policy Management
• Cross-functional Management
• QC Circle Activities
• Quality Function Deployment (Seeds Driven QFD, QFD in Health Care Service and Education)
• Analysis of the Deming Prize and Japanese Quality Control Medal Winners
• National Quality Awards
• Global Quality Management
• many papers in above - mentioned research areas.

Junichi Okuda
Official Designation: Professor
Internal Medicine, Murakami Memorial Hospital, Asahi University
Academic Record
Graduated from Kyoto Prefectural University of Medicine, 1970
Kanazawa-Nada Hospital (1970-1973)
Kuramaguchi Hospital (1973-1973)
Asahi University (1973-2002)

Professional Qualification and Membership:
Guidance Doctor: Japanese Society of Internal Medicine
Japanese Gastroenterology Society
Japan Gastroenterological Endoscopy Society
Japan Society of Coloproctology

Publication:
"Advances in Gastrointestinal Endoscopy, Chromoendoscopy" (2001)
(co-author), published by Jaypee-Ebrothers Co., New Dehlhi. "Recent Advances and Problems in the Endoscopic Treatment of Early Gastric Cancer" (1996), (co-author), published by Digestive Endoscopy.
"Malignant Hyperthemia Caused by Intravenous Lidocain for Ventricular Arrhythmia" (1992), (co-author), published by Internal Medicine.

Kazuo Asano
Official Designation: Medical Treatment Office Work Manager
Internal Medicine,
Murakami Memorial Hospital, Asahi University
Academic Record
Graduated from Gifu Commercial High School, 1982

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