You are here

Sağlık Hizmetinin Kalitesini Arttırmak için TRIZ Metodolojisi ile SERVQUAL Skalasına Dayanan Bir Yaklaşım: Bir Uygulama

An Approach Based on TRIZ Methodology and SERVQUAL Scale to Improve the Quality of Health-Care Service: A Case Study

Journal Name:

Publication Year:

Abstract (2. Language): 
A new innovative approach based on theory of inventive problem solving (TRIZ) and the quality service measurement scale (SERVQUAL) is proposed to improve the quality of health-care service. TRIZ is used at a wide range of area in industrialized countries to solve problems, while SERVQUAL is used very extensively to measure quality of service sector (especially in health-care service) by many researchers. Su et al. (2008) proposed a systematic framework based on TRIZ to solve the service quality problems. The aim of this study is to develop a methodology to improve the quality of health-care service sector by adapting the SERVQUAL scale parameters to TRIZ in the light of the study by Su et al. (2008). Firstly, we mapped the determinants of SERVQUAL scale with the analogical explanations of the 39 TRIZ engineering parameters. Then, questionnaire was prepared for confirming our study. Questionnaire was applied to ten doctors (three of them are Professors (academic) and the rest of them are regular doctors) at the Atatürk University Hospital in Turkey. Finally, a case study was conducted to show how to apply this new innovative approach. Application area of TRIZ is extended thanks to this study.
Abstract (Original Language): 
Sağlık hizmetlerinin kalitesini arttırmak için yaratıcı problem çözme teorisi (TRIZ) ve hizmet kalitesi ölçüm skalasına (SERVQUAL) dayanan yeni bir yenilikçi yaklaşım önerilmiştir. SERVQUAL servis kalitesinin ölçümü için (özellikle sağlık hizmetlerinde) yaygın şekilde kullanılırken, TRIZ, sanayileşmiş ülkelerde sorunların çözümü için geniş bir alanda kullanılmaktadır. Su et al. (2008), servis kalitesi ile ilgili problemlerin çözümü için TRIZ’e dayanan sistematik bir çerçeve önermiştir. Bu çalışmada ise, SERVQUAL skalasının parametrelerini TRIZ’e adapte ederek, sağlık hizmetleri sektörünün kalitesini arttırmak için Su et al. (2008)’ün çalışması ışığında bir metodoloji önerilmektedir. İlk olarak TRIZ’in 39 mühendislik parametresinin SERVQUAL skalası ile benzeşen boyutları eşleştirilmiştir. Sonra çalışmamızı doğrulamak için anket formu hazırlanmıştır. Anket formumuz, Türkiye’de, Atatürk Üniversitesi Hastanesindeki on doktora(3’ü profesör diğerleri uzman doktor) uygulanmıştır. Son olarak, bu yeni yenilikçi yaklaşımın nasıl uygulanacağını göstermek için bir örnek uygulama yürütülmüştür. TRIZ’in uygulama alanı bu çalışma sayesinde genişletilmiştir.
97-106

REFERENCES

References: 

Akay, D., Demiray, A., and Kurt, M.(2008) “Collaborative
Tool for Solving Human Factors Problems in
the Manufacturing Environment: The Theory of Inventive
Problem Solving Technique (TRIZ) Method” International
Journal of Production Research, 46(11):2913–2925.
Andrews, L.B., Stocking, C., Krizek, T., Gottlieb, L.,
Krizek C., Vargish, T., and Siegler, M. (1997) “An Alternative
Strategy for Studying Adverse Events in Medical
Care” Lancet, 349:309-313.
Asubonteng, P., McCleary, K.J., and Swan. J.E.
(1996) “SERVQUAL Revisited: A Critical Review of Service
Quality” Journal of Services Marketing, 10(6):62-81.
Babakus, E., and Mangold W.G. (1992) “Adapting
the Servqual Scale to Hospital Services: An Empirical Investigation”
Health Services Research, 26(6):76-786.
Bariani, P.F, Berti G.A., and Lucchetta G. (2004) “A
Combined DFMA and TRIZ Approach to the Simplification
of Product Structure” Proceedings of the Institution
of Mechanical Engineers, Part B: Journal of Engineering
Manufacture, 218:1023- 1027.
Buttle, F.(1996) “SERVQUAL: Review. Critique, Research
Agenda” European Journal of Marketing, 30(1):8-
32.
Cemgil, S. (2006) “Theory of Inventive Problem
Solving (TRIZ) in Forming and Developing Education
Standards” Master Thesis, İzmir, Dokuz Eylül University.
Chai, C.H., Zhang, J., and Tan K.C. (2005) “A
TRIZ-Based Method for New Service Design” Journal of
Service Research 8(1):48-66.
Chen, C.K., Shie, A.J., Wang, K.M. and Yu,C.H.
(2010) “Developing A TRIZ-Based Service System Innovation
Model for Aging in Place” The 11th Asia Pacific
Industrial Engineering and Management Systems Conference,
1-9.
Cool, J.P. (2005) “Marketing Triz in the Global
Marketplace: A Primer” Proceeding in TRIZCON2005,
Brighton, MI USA.
Coulthard, L. J. M. (2004) “Measuring Service
Quality: A Review and Critique of Research Using
SERVQUAL” International Journal of Market Research,
46(4):479-497.
Cullen, D.J., Sweitzer, B.J., Bates, D.W., Burdick, E.,
Edmondson, A. and Leape, L.L. (1997) “Preventable Adverse
Drug Events In Hospitalized Patients: A Comparative
Study of Intensive Care And General Care Units”
Critical Care Medicine, 25:1289-1297.
Çaha, H. (2007) “Service Quality in Private Hospitals
in Turkey” Journal of Economic and Social Research,
9(1):55-69.
DeLeval, M.R., Carthey, J., Wright, D.J., Farewell
V.T. and Reason, J.T. (2000) “Human Factors and Cardiac
Surgery: A Multicenter Study” Journal of Thoracic
and Cardiovascular Surgery, 119:661-72.
Domb, E. (2003) “TRIZ For Non-Technical Problem
Solving” Keynote Address at the 3d European TRIZ
Congress, Zurich, Switzerland.
Dourson, S. (2004) “The 40 Inventive Principles of
TRIZ Applied to Finance” The TRIZ Journal, 1:1-23.
ECRI Institute, (2011) https://www.ecri.org/Products/
Pages/Critical_Care_Guide.aspx
Elizabeth, A. A. (1995) “Measuring Service Quality
at A University Health Clinic” International Journal of
Health Care Quality Assurance, 8(2):32-37.
Ersin, F. (2009) “Implementation of TRIZ Methodology
in Human Capital” Master Thesis, İstanbul, Bahcesehir
University.
Express Healthcare, (2011) http://www.expresshealthcare.
in/201001/criticare02.shtml
Gronroos, C.(1984) “A Service Quality Model and
Its Marketing Implications” European Journal of Marketing,
18(4):36-44.
Gilmore, A. and McMullan, R. (2009) “Scales in
Services Marketing Research: A Critique And Way Forward”
European Journal of Marketing, 43(5/6):640–651.
Hipple, J. (2005a) “The Integration of TRIZ With
Other Ideation Tools And Processes As Well As With
Psychological Assessment Tools” Creativity and Innovation
Management, 14(1):22-33.
Hipple, J.(2005b) “The Integration and Strategic
Use of TRIZ with the Creative Problem Solving Process”
1-7.
Ilevbare, I., Phaal, R., Probert, D. and Padilla, A.T.
(2011) “Integration of TRIZ and Roadmapping for
Innovation, Strategy, and Problem Solving. Phase 1 -
TRIZ, Roadmapping and Proposed Integrations” Centre
for Technology Management, UK, University of Cambridge.
Ladhari, R. (2008) “Alternative Measures of Service Quality:
A Review” Managing Service Quality, 18(1):65-86.
Ladhari, R. (2009) “A Review of Twenty Years of
SERVQUAL Research” International Journal of Quality
and Service Sciences, 1(2):172-198.
Lam, S.S.K. (1997) “SERVQUAL:A Tool for Measuring
Patients’ Opinions of Hospital Service Quality In
Hong Kong” Total Quality Management, 8(4):145-152.
Lee, J. (2005) “Measuring Service Quality in A
Medical Setting in A Developing Country: The Applicability
Of SERVQUAL”Services Marketing Quarterly,
27(2):1-14.
Leonard, M., Graham, S.,and Bonacum, D. (2004)
“The Human Factor: The Critical Importance of Effective
Teamwork and Communication in Providing Safe
Care” Quality and Safety in Health Care, 13, i84-i90.
Lin, C.S. and Su, C.T. (2007) “An Innovative Way
to Create New Services: Applying the TRIZ Methodology”
Journal of the Chinese Institute of Industrial Engineers,
24(2):142-152.
Marsh, D.G., Waters,F.H. and Marsh, T.D. (2004)
“40 inventive Principles with Applications in Education”
The TRIZ Journal, 1-17.
Movarrei, R. and Vessal, S.R. (2006) “Application of
Theory of Inventive Problem Solving in Customer Relationship
Management” Management of Innovation and
Technology, 2006 IEEE International Conference, 21-
23 June, Singapore, China.
Movarrei, R.and Vessal, S.R. (2007) “Theory of Inventive
Problem Solving (TRIZ) Applied in Supply
Chain Management of Petrochemical Projects” Industrial
Engineering and Engineering Management 2007
IEEE International Conference, 2-4 December, Singapore,
China.
Orloff, M.A. (2006) Inventive Thinking Through TRIZ:
A Practical Guide 2nd Edition, New York, Springer.
Parasuraman, A., Berry, L.L., and Zeithaml, V.A.
(1985) “A Conceptual Model of Service Quality and Its
Implications for Future Research” Journal of Marketing,
49(4):41-50.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L.
(1988) “SERVQUAL: A Multiple-Item Scale For Measuring
Consumer Perception of Service Quality” Journal
of Retailing, 64(1): 12-40.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L.
(1991) “Refinement and Reassessment of the SERVQUAL
Scale” Journal of Retailing, 67(4):420-450.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L.
(1994) “Reassesment of Expectations As A Comparison
Standard in Measuring Service Quality: Implications for
Further Research” Journal of Marketing, 56:111-124.
Petrali, P. (2004) “Integrating TRIZ and Other
Methodologies in Product/Process Re-Engineering” The
TRIZ Journal,1-6.
Pin, S.C., Haron, F., Sarmady, S., Talib, A.Z.,
and Khader, A.T. (2011) “Applying TRIZ Principles In
Crowd Management” Safety Science, 49(2):286-291.
Retseptor, G. (2003) “40 Inventive Principles in Quality
Management” The TRIZ Journal, 1-25.
Retseptor, G. (2005) “40 inventive principles in marketing,
sales and advertising”, The TRIZ Journal, 1-16.
Rantanen, K. and Domb, E. (2008) Simplified
TRIZ: New Problem Solving Applications for Engineers
and Manufacturing Professionals, Second Edition, Auerbach
Publication.
Sakao, D. (2007) “A QFD-Centred Design Methodology
for Environmentally Conscious Product Design”
International Journal of Production Research, 45(18–
19):4143–4162.
Savransky, S.D. (2000) Engineering of
Creativity:Introduction to Triz Methodology Of Inventive
Problem Solving , 1th Edition, New York, CRC Press.
Shahin, A. and Pourhamidi, M. (2011) “Service TRIZ:
An Approach For Service Quality Design – With A Case
Study in The Hospitality Industry” International Journal of
Business Innovation and Research, 5(4):291–308.
Shirwaiker, R.A. and Okudan, G.E. (2008) “Triz
and Axiomatic Design: A Review of Case-Studies and A
Proposed Synergistic Use” Journal of Intelligent Manufacturing,
19(1):33-47.
Silverstein, D., DeCarlo, N. and Slocum, M. (2008)
Insourcing Innovation How to Achieve Competitive Excellence
Using TRIZ, 1 th Edition, USA, Taylor & Francis.
Su, C.T., and Lin, C.S. (2008) “A Case Study on
The Application of Fuzzy QFD in TRIZ for Service Quality
Improvement” Quality & Quantity, 42(5):563-578.
Su, C.T., Lin, C.S. and Chiang, T.L. (2008) “Systematic
Improvement in Service Quality Through TRIZ
Methodology: An Exploratory Study” Total Quality Management
& Business Excellence,19(3):223-243.
James, C. (1990) “Consumer Perceptions of Service
Quality: An Assestment of SERVQUAL Dimensions”
Journal of Retailing, 66(1):33-55.
Jiang, J.C., Sun, P. and Shie,A.J.(2011) “Six Cognitive
Gaps by Using TRIZ and Tools for Service System
Design” Expert Systems with Applications, 38(12):14751–
14759.
Tong, L.H., Cong H., and Lixiang, S. (2006) “Automatic
Classification of Patent Documents for TRIZ
Users” World Patent Information, 28(1):6–13.
Tony, C.and Stephen, W. (1997) “The Role of Expectations
in the Perception of Health Care Quality: Developing
A Conceptual Model” International Journal of
Health Care Quality, 10(3):131-140.
Tsai, C.C., Chang, C.Y. and Tseng C.H. (2004)
“Optimal Design of Metal Seated Ball Valve Mechanism”
Structural and Multidisciplinary Optimization,
26(3-4):249–255.
Vandamme, R., and Leunis, J. (1993) “Development
of A Multiple-Item Scale for Measuring Hospital Service
Quality” International Journal of Service Industry Management,
4(3):30-49.
Vande Voorde, K.M., and France, A.C. (2002) “Proactive
Error Prevention In The Intensive Care Unit” Critical
Care Nursing Clinics of North America 14(4):347-
358.
Wang, F.K. and Chen, K.S. (2010) “Applying Lean
Six Sigma and Triz Methodology in Banking Services”
Total Quality Management, 21(3):301-315.
Wei, Y., Qingming, W., Yongqiang, C. and Huadong,
Z. (2006) “Research on Inventive Problem Solving
Process Model Based on AHP/TRIZ” International
Technology and Innovation Conference, 2285-2290.
Yamashına, H., Ito T. and Kawada H. (2002) “Innovative
Product Development Process by Integrating
QFD and TRIZ” International Journal of Production Research,
40(5):1031-1050.
Zaim, H., Bayyurt, N. and Zaim, S. (2009) “Service
Quality and Determinants of Customer Satisfaction
in Hospitals: Turkish Experience” EABR & TLC Conference
Proceedings, 1-7.
Zhang, J., Chai, K., and Tan, K. (2003) “40 Inventive
Principles with Applications in Service Operations
Management” The TRIZ Journal, 1-16.
Zhang, J., Chai K.H. and Tan K.C. (2005)” Applying
TRIZ to Service Conceptual Design: An Exploratory
Study” Creativity annd Innovatıon Management,
14(1):34-42.
Zlotin, B., Zusman, A., Kaplan, L., Vinepolschi, S.,
Proseanic, V. and Malkin, S. (2005) TRIZ Beyond Technology:
The Theory And Practice of Applying TRIZ to Non-
Technical Areas Detroit, Ideation International Inc.
Zouaoua, D., Crubleau, P., Mathieu, J., Thieblemont,
R. and Richir, S. (2010) “TRIZ and The Difficulties
in Marketing Management Applications” Technology
Management for Global Economic Growth
(PICMET), 1-10.

Thank you for copying data from http://www.arastirmax.com