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KMID : 0664320150210010025
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Journal of the Korean Dietetic Association
2015 Volume.21 No. 1 p.25 ~ p.36
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Case Study on Improvement of Hospital Foodservice by Introduction of FMEA Techniques - Focus on Food Delivery Service Quality and Customer Satisfaction -
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Kim Hye-Jin
Hong Jeong-Im
Heo Gyu-Jin
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Abstract
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In this study, we attempted to improve hospital food delivery service quality and customer satisfaction by using FMEA (Failure Mode and Effect Analysis), which is applied to the quality control of products in manufacturing plants. Subjective food delivery service quality improvement was judged based on a 5-point likert scale. Traditional FMEA uses an RPN (Risk priority number) to evaluate the risk level of a component or process. The RPN index was determined by calculating the product of severity, occurrence, and detection indexes. In our results, total RPN value (P<0.01) significantly decreased after FMEA introduction, whereas customer satisfaction (P<0.001) and food delivery service quality (P<0.001) significantly increased. Specifically, foodservice errors (P<0.01) and loss cost (P<0.01) were significantly improved by FMEA introduction. Taken together, we suggest that FMEA reduces critical activities and errors in foodservice delivery caused by simple priority selection.
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KEYWORD
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failure mode and effects analysis, hospital foodservice quality, food delivery service, customer satisfaction, risk priority number
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