Quality Function Deployment and operational design decisions – A healthcare infrastructure development case study

The purpose of this paper is to demonstrate how Quality Function Deployment (QFD) can enhance a healthcare organisation’s strategic operational alignment, by synchronising the infrastructure design with the service intention. In this empirical paper, a case study of a £15 million infrastructure development has been used as the unique context to assess and test the experimental findings. QFD was utilised in order to capture and transform the requirements of decision-makers, providers, patients and local communities’ into both service and building design for Project K, a healthcare infrastructure, in the UK. QFD was implemented after the public consultation. The large amount of qualitative data collected from the public consultation was analysed using thematic analysis, which was used as the main QFD inputs. A series of eight facilitated workshops enabled a cross-functional team of 10 high-ranking managers to optimise the future infrastructure features. Two full iterations of the QFD results are presented. Using QFD generated effectiveness and efficiency by creating an information exchange platform and providing the stakeholders with a framework to optimise the decision-making. This paper makes a practical contribution by empirically testing the QFD modelling and providing evidence of its implementation within the complex, dynamic and evolving nature of the healthcare built environment sector. Moreover, from an academic perspective, this study makes a contribution by responding to the call inviting scholars to grow and advance the embryonic and undeveloped research of QFD application in the construction industry (Cudney and Gillis, 2016; Dikmen et al., 2005 and John et al., 2014).