Quality function deployment (QFD) helps the team focus on the characteristics of a quality process to address customer needs. The table below demonstrates how each large-quality component is broken down into smaller sub-components that need to be addressed to meet customer expectations.
| First level | Second Level | Third Level | Goal / customer expectation |
Accurate Result
| Proper phlebotomy technique (Pre-analytical) | Accurate patient identification | 100% accuracy |
| Accurate labeling | 100% accuracy |
| Contamination rate (IV fluid, etc.) | <1% contamination |
Accurate analytical methodology (Analytical)
| Hemolysis check | Perform on 100% of samples |
| Quality assurance: including quality control (QC) and proficiency testing (PT) programs | Qc: 95% of results within 2SD 100% within 3SD PT = 100% |
| Reagent preparation | 100% proper reagent handling |
Accurate reporting (Post-analytic) | Interface (analyzer to LIS) | <1 hr downtime/week |
| Result interpretation | 100% accuracy in manual testing that requires MLS interpretation |
| Critical result reporting | 100% "read back" rate |
Timely Result
| Reduce the time between delivery of specimen from processing to department (pre-analytical) | Eliminate batching | Deliver specimens as they come |
| Reduce waste walk | <10 steps from processing to bench |
| Phone call reduction | <1 call per 5 minutes |
Reduce the time between specimen arriving at the department and the time testing completed (analytical) | Reduce analyzer idle time | Load samples as they come (no batching) |
| Analyzer maintenance | Downtime <2 hrs per week/analyzer |
Reduce the time between testing completion to result being acted upon (post-analytical) | Auto-verify | >70% Auto-verification |
| Automated dilution | <1% manual dilution |
| Reduce repeat analysis | <1% repeat testing |
