Elizabeth Cudney, Associate Professor of Business Data Analytics in the John E. Simon School of Business at Maryville University

Title: Analyzing the Voice of the Customer in Healthcare



As healthcare continues to become more expensive and complex, it is important to consider the voice of the patient in the design and operation of healthcare practices. Wound care and rural healthcare scenarios pose additional complexities for providers and patients. This study sought to identify key determinants of patient service quality in wound care. Patients at the Wound Care/Ostomy Clinic in a rural hospital were surveyed using the Kano model. The Kano model enables the categorization of quality attributes based on their contribution to the subject’s overall satisfaction (and dissatisfaction).

Chi-square goodness-of-fit testing, multinomial analysis, and power analysis were then used to determine the Kano categories for each satisfaction-related attribute. The analyses resulted in 14 one-dimensional attributes and three indeterminable attributes. For the one-dimensional attributes, customer satisfaction is directly proportional to the level of performance for that attribute. While the research methodology can be used in other healthcare setting, the findings are not generalizable.

This research contributes to understanding the factors that are important to patient satisfaction in wound care. Further, the methodology presented can be applied to other healthcare settings.



Dr. Elizabeth Cudney is an Associate Professor of Business Data Analytics in the John E. Simon School of Business at Maryville University. She received her B.S. in Industrial Engineering from North Carolina State University, Master of Engineering in Mechanical Engineering and MBA from the University of Hartford, and doctorate in Engineering Management from the University of Missouri – Rolla.

She received the 2020 Walter E. Masing Book Prize from the International Academy for Quality for her book on Lean Six Sigma. In 2018, Dr. Cudney received the ASQ Crosby Medal for her book on Design for Six Sigma. Dr. Cudney received the 2018 IISE Fellow Award. She also received the 2017 Yoshio Kondo Academic Research Prize from the International Academy for Quality for sustained performance in exceptional published works. In 2014, Dr. Cudney was elected as an ASEM Fellow.

In 2013, Dr. Cudney was elected as an ASQ Fellow. In 2010, Dr. Cudney was inducted into the International Academy for Quality. She received the 2008 ASQ A.V. Feigenbaum Medal and the 2006 SME Outstanding Young Manufacturing Engineering Award. She has published nine books and over 95 journal papers. Dr. Cudney is a certified Lean Six Sigma Master Black Belt. She holds eight ASQ certifications, which include ASQ Certified Quality Engineer, Manager of Quality/Operational Excellence, and Certified Six Sigma Black Belt, amongst others.