000			02862cam a22003615i 4500
003			PIMLIB
005			20250707155838.0
006			m |o d |
007			cr |||||||||||
008			160512s2016 si |||| o |||| 0|eng
010			_a2019766370
020			_a9789811092930
050			_aTX911.3.M27 _b.SU948S
100	1		_aSui Pheng, Low, _eauthor.
245	1	0	_aService Quality for Facilities Management in Hospitals / _cby Low Sui Pheng, Zhu Rui.
250			_a1st ed.
264		1	_aSingapore : _bSpringer Singapore : _bImprint: Springer, _c2016.
300			_a(XIV, 146 pages 17 illustrations)
505	0		_aIntroduction -- Facilities Management and Singapore's Healthcare System -- SERVQUAL, the Kano model and QFD -- Conceptual Framework -- Research Methodology -- Data Analysis -- Discussions -- Conclusions.
520			_aThis 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.
588			_aDescription based on publisher-supplied MARC data.
650		0	_aFacility management.
650		0	_aHealth care management.
650		0	_aHealth services administration.
650		0	_aPractice of medicine.
650	1	4	_aFacility Management.
650	2	4	_aHealth Care Management.
650	2	4	_aPractice and Hospital Management.
690			_934 _a0011-1 บริหารธุรกิจมหาบัณฑิต สาขาการจัดการธุรกิจการค้าสมัยใหม่ TMBA (ป.โท)
700	1		_aRui, Zhu, _eauthor.
856			_3pim
942			_2lcc _cBK _n0 _02
999			_c1000242 _d1000242