Applying GRM on the decision process of service quality in Medical Center

Abstract

According to the previous research of grey relational analysis (GRA), many employed grey relational method (GRM) to analyze quality function deployment (QFD). However, limited researches shed light on the entire decision-making process of quality function deployment and are lack of comparison with the traditional method, i.e. quality attribute ranking (QAR). This study will survey 185 patients who have consulted in the Central Medical Centers of Taiwan. Those questionnaires are the primary data for QFD. In order to rank the medical service quality characteristics, we manipulate traditional approaches to compare GRM with QFD. The result shows as follows. First, GRM is an excellent method for making decision within entire QFD process. It is not only suitable for QFD but also just needs a few samples to get the same result. Second, the result indicates that the ranks of factors are very alike whenever the sample size of grey relational method is 30 or above. In other words, GRM can get the good result while sample size is 30. Lastly, GRM makes up the deficiency of traditional method and makes the resolutions more useful in improving practical situations.