Service Quality for Facilities Management in Hospitals

Low Sui Pheng, Zhu Rui (Autoren)

Buch | Softcover

146 Seiten

2018 | Softcover reprint of the original 1st ed. 2016
Springer Verlag, Singapore
978-981-10-9293-0 (ISBN)

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This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore’s hospitals from the patient’s perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management.

The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hospitals.

Although the book was written from the perspective of FM service quality for hospitals, the findings and recommendations are also relevant for other non-healthcare sectors where appropriate lessons may also be drawn for FM and service quality in general. It will particularly benefit Quality Managers, Facilities Managers and Hospital Administrators.

Dr Low Sui Pheng is presently Professor of Building in the School of Design and Environment, National University of Singapore where he has previously served as Head and Vice‐Dean. He teaches construction project management and has published, researched and consulted extensively both in Singapore and overseas. A Fellow of the Chartered Institute of Building, he holds a DSc degree from the University of Birmingham and a PhD degree from University College London. He currently serves as Director for the Centre for Project Management and Construction Law. Ms Zhu Rui graduated from the Department of Construction Management at Tsinghua University with a Bachelor of Engineering degree. She earned her MSc degree in Building from the National University of Singapore. She has won the Guanghua Scholarship, LuoJian Scholarship, CUSA Scholarship and NUS Research Scholarship. Ms Zhu has been involved with risk management studies for the China Railway International Co. Ltd. as well asproject management of the Beijing Subway Command Centre.

Introduction.- Facilities Management and Singapore’s Healthcare System.- SERVQUAL, the Kano model and QFD.- Conceptual Framework.- Research Methodology.- Data Analysis.- Discussions.- Conclusions.

Erscheinungsdatum	18.08.2018
Zusatzinfo	17 Illustrations, black and white; XIV, 146 p. 17 illus.
Verlagsort	Singapore
Sprache	englisch
Maße	155 x 235 mm
Themenwelt	Medizin / Pharmazie ► Gesundheitswesen
	Technik
	Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
Schlagworte	Customer-focused Service Development • Healthcare Service Standards • Healthcare systems • Kano Model • Quality Function Deployment (QFD) • Quality Management Framework • SERVQUAL Model • Singapore Hospitals
ISBN-10	981-10-9293-1 / 9811092931
ISBN-13	978-981-10-9293-0 / 9789811092930
Zustand	Neuware