QFD APPLICATION AS A QUALITY TOOL
CASE STUDY IN THE SERVICES SECTOR
DOI:
https://doi.org/10.51473/rcmos.v1i11.2021.177Keywords:
QFD, Quality, Services, Quality ToolsAbstract
This article presents the application of QFD as a quality tool in the services provided in an Auto school, aiming to meet the needs of its customers. The QFD (Quality Function Unfolding) method proved effective in quality planning in identifying possible non-conformities in your business processes and solving them using quality tools such as: Pareto Diagram, Checklists, among others. To this end, simplifications were made in the original methodology of the QFD based on the literature researched and on the practical knowledge of the authors. The methodology used for this case study were qualitative research (interviews with the company administrator) and quantitative research (application of customer satisfaction survey questionnaires) in a total sample of 90 students, distributed in: (30) for the researched company and (60) in companies X and Y. After the application of the QFD, it was possible to verify what qualities were demanded, the company's quality characteristics, procedures, and priority resources, as well as proposed quality improvement actions to meet customers' needs. The company, therefore, is interested in providing constant improvement of its service levels to have a competitive differential.
Downloads
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under the Creative Commons Attribution 4.0 International License (CC BY 4.0). This means you are free to:
- Share — copy and redistribute the material in any medium or format.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
The use of this material is conditioned upon proper attribution to the original author(s), providing a link to the license, and indicating if changes were made. The license does not require permission from the author or the publisher as long as these conditions are met.
The Creative Commons license logo is displayed permanently in the footer of the journal.
The copyright of the manuscript can be retained by the authors without restrictions and can be requested at any time, even after publication in the journal.
How to Cite
