Pontificia Universidad Católica de Chile Pontificia Universidad Católica de Chile
Tortorella G., Fogliatto F., Sunder M., Mac Cawley A.., Vassolo R. (2021)

Assessment and prioritisation of Healthcare 4.0 implementation in hospitals using Quality Function Deployment

Revista : International Journal of Production Research
Tipo de publicación : ISI Ir a publicación


This study proposes a problem-oriented methodology, using the algebraic operations proposed in the Quality Function Deployment’s house-of-quality, to prioritise the integration of Industry 4.0 (I4.0) technologies in hospitals, allowing us to account for both the importance of healthcare value chain problems and the current level of adoption of I4.0 technologies. The proposed method combines different techniques that aimed at assessing the maturity of organisations regarding specific issues and indicating improvement opportunities. Our propositions are illustrated through two case studies carried out in a large Brazilian public hospital and in a private hospital in India, allowing a comparative analysis in which we identify similarities and divergences in improvement priorities in each institution. Findings indicate that the proposed method supports the systemic integration of I4.0 technologies into healthcare organisations regardless hospital ownership, as digital applications are ranked according to their potential to solve the problems prioritised by managers from both case studies. Digital integration in healthcare organisations has been restricted to specific sectors, departments, treatment or processes. Due to high complexity of hospitals, most of these initiatives have fallen short on results, frustrating managers’ efforts. Thus, our method provides hospitals’ managers, authorities, and governments guidelines to prioritise the digitisation of healthcare organisations.