Critical to quality in telemedicine service management: Application of DFSS (Design for Six Sigma) and SERVQUAL

Nursing Economics

Volumn 26, Issue 6, 2008, Pages 384-388

  Yun, Eun Kyoung ^a   Chun, Kee Moon ^b  

^a Kyung Hee University   (South Korea)

^b SAMSUNG Electronics   (South Korea)

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; COMMERCIAL PHENOMENA; EMPATHY; HEALTH CARE QUALITY; HEALTH SERVICE; HUMAN; INFORMATION PROCESSING; KOREA; MEDICAL ERROR; METHODOLOGY; NONBIOLOGICAL MODEL; NURSE ATTITUDE; NURSING ADMINISTRATION RESEARCH; ORGANIZATION AND MANAGEMENT; PATIENT SATISFACTION; STATISTICAL ANALYSIS; TELEMEDICINE; TOTAL QUALITY MANAGEMENT; TREATMENT OUTCOME;

COMMERCE; DATA COLLECTION; DATA INTERPRETATION, STATISTICAL; EMPATHY; HEALTH SERVICES NEEDS AND DEMAND; HUMANS; KOREA; MEDICAL ERRORS; MODELS, ORGANIZATIONAL; NURSE'S ROLE; NURSING ADMINISTRATION RESEARCH; OUTCOME AND PROCESS ASSESSMENT (HEALTH CARE); PATIENT SATISFACTION; QUALITY ASSURANCE, HEALTH CARE; QUALITY INDICATORS, HEALTH CARE; RESEARCH DESIGN; TELEMEDICINE; TOTAL QUALITY MANAGEMENT;

EID: 59649125374     PISSN: 07461739     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (13)

1. American Telemedicine Association (ATA). (2007). ATA defining telemedicine. Retrieved December 1, 2007, from http://www.atmeda.org
2. Antony, J. (2002). Design for Six Sigma: A breakthrough business improvement strategy for achieving competitive advantage. Work Study, 51(1), 6-8.
3. Babakus, E., & Mangold, W.G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, 26(6), 767-786.
4. Chad, T., & ATEFI, M.R. (2003). Critical to quality - CTQ. Retrieved December 10, 2007, from http://www.isixsigima.com
5. Courtney, B.A., Ruppman, J.B., & Cooper, H.M. (2006). Save our skin: Initiative cuts pressure ulcer incidence in half. Nursing Management, 37(4), 36-45.
6. Koch, S. (2006). Home telehealth - Current state and future trends. International Journal of Medical Informatics, 75(8), 565-576.
7. Lanham, B., & Maxson-Cooper, P. (2003). Is Six Sigma the answer for nursing to reduce medical errors and enhance patient safety? Nursing Economic$, 21(1), 39-42.
8. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 5-6.
9. Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1991). Refinement and reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 420-450.
10. Riebling, N., & Tria, L. (2005). Six Sigma project reduces analytical errors in an automated lab [Electronic version]. Clinical Issues, 20-23.
11. Simon, K. (2001). Customer CTQs - Defining defect, unit and opportunity. Retrieved December 10, 2007, from http:// www.isix8igma.com/dictionary/CTQ-216.htm
12. Taner, M.T., Sezen, B., & Antony, J. (2007). An overview of Six Sigma application in healthcare industry. International Journal of Health Care Quality Assurance, 20(4), 329-340.
13. Yun, E., & Park, H. (2007). Strategy development for the implementation of telenursing in Korea. Computers, Informatics, Nursing, 25(5), 301-306.