Purpose

The purpose of this paper is to determine the major influencing factors for the COVID 19 patients’ satisfaction with a six sigma framework model and to explore the successful deployment of six sigma in the health-care sector a case study on COVID 19 patients’ satisfaction.

Design/methodology/approach

The study is based on a descriptive research design conducted in Chennai, India between May to July 2020 wherein 1,000 COVID 19 patients were studied. The convenience sampling method is used by the researcher for data collection. In this research paper, define-measure-analysis-improve-control methodology has been applied and factors such as assurance, process standardization, infrastructure, waiting time, cost were analyzed using quality function deployment (QFD), regression analysis and Monte Carlo simulation.

Findings

The applied six sigma model indicated that process standardization contributed the most toward the variation in COVID 19 patients’ satisfaction. Assurance by doctors is the second important factor. The interpersonal quality is important, which indicates a higher level of psychological needs in COVID 19 patients. Waiting time is another important factor influencing COVID 19 patients’ satisfaction. One of the unexpected findings is that cost is insignificant in influencing COVID 19 patients’ satisfaction.

Originality/value

Six Sigma focuses on process variation improvement that encourages data analysis and problem-solving statistical techniques and evaluates the ability of a process to perform defect-free. Six sigma focused toward COVID 19 patients’ satisfaction has not been carried out, which this paper has done.

中文翻译：

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医疗保健服务中的六西格码：COVID 19 患者满意度的案例研究

目的

本文的目的是通过 6 Sigma 框架模型确定 COVID 19 患者满意度的主要影响因素，并探讨在卫生保健部门成功部署 6 Sigma 的 COVID 19 患者满意度案例研究。

设计/方法/方法

该研究基于 2020 年 5 月至 7 月在印度钦奈进行的描述性研究设计，其中研究了 1,000 名 COVID 19 患者。研究人员使用便利抽样方法进行数据收集。在本研究论文中，应用了定义-测量-分析-改进-控制方法，并使用质量功能部署（QFD）、回归分析和蒙特卡罗模拟分析了诸如保证、流程标准化、基础设施、等待时间、成本等因素。

发现

应用的 6 西格玛模型表明，流程标准化对 COVID 19 患者满意度的变化贡献最大。医生的保证是第二个重要因素。人际关系质量很重要，这表明 COVID 19 患者的心理需求水平更高。等待时间是影响 COVID 19 患者满意度的另一个重要因素。一个意想不到的发现是，成本在影响 COVID 19 患者的满意度方面微不足道。

原创性/价值

六西格码专注于过程变异改进，鼓励数据分析和解决问题的统计技术，并评估过程无缺陷执行的能力。尚未进行针对 COVID 19 患者满意度的 6 西格玛，本文已完成。