Analysis of the method quality function deployment "qfd" in preventive services police
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista Produção Online |
Texto Completo: | https://www.producaoonline.org.br/rpo/article/view/1774 |
Resumo: | Despite of the significant contribution of QFD for the construction of the theoretical framework for managing the development of new products and services, there is an embryonic implementation in the public sector. The purpose of this article is to analyze the application of the method in the context of public safety, and the study was delimited to the School Patrol in the Military Police of Minas Gerais. Action research was the research strategy chosen and qualitative and quantitative methods were used to collect and analyze data. The QFD method proved to be effective for: systematize a large set of internal and external corporate information, facilitating the subsequent planning of policing; promote a dynamic oriented and structured in encounters between police and the community; identify the needs of public school and prioritize activities policing which better fulfill these desires; and to understand the ability of service of a School Patrol Unit. Moreover, the police service has a unique set of characteristics that partially hindered planning service by QFD. This service does not have a specific market niche, being a service of law and not by purchase. Also relies on legal aspects and regulates behaviors, generating rejection. Although this particular nature, two factors favored the application of the method: the institutionalization of the philosophy of community policing in the organization and to familiarizing officers with management concepts and quality. The final conclusion is that the QFD method was presented as a promising tool for improving the quality of Brazilian public services. |
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Analysis of the method quality function deployment "qfd" in preventive services policeAnálise da aplicação do método desdobramento da função qualidade “QFD” em serviços preventivos de políciaQuality Function Deployment. Public services. Police. Innovation. School patrol.Desdobramento da Função Qualidade. Serviços públicos. Polícia. Inovação. Patrulha escolar.Despite of the significant contribution of QFD for the construction of the theoretical framework for managing the development of new products and services, there is an embryonic implementation in the public sector. The purpose of this article is to analyze the application of the method in the context of public safety, and the study was delimited to the School Patrol in the Military Police of Minas Gerais. Action research was the research strategy chosen and qualitative and quantitative methods were used to collect and analyze data. The QFD method proved to be effective for: systematize a large set of internal and external corporate information, facilitating the subsequent planning of policing; promote a dynamic oriented and structured in encounters between police and the community; identify the needs of public school and prioritize activities policing which better fulfill these desires; and to understand the ability of service of a School Patrol Unit. Moreover, the police service has a unique set of characteristics that partially hindered planning service by QFD. This service does not have a specific market niche, being a service of law and not by purchase. Also relies on legal aspects and regulates behaviors, generating rejection. Although this particular nature, two factors favored the application of the method: the institutionalization of the philosophy of community policing in the organization and to familiarizing officers with management concepts and quality. The final conclusion is that the QFD method was presented as a promising tool for improving the quality of Brazilian public services.Apesar da expressiva contribuição do QFD para a construção do framework teórico sobre a gestão do desenvolvimento de produtos e serviços, verifica-se uma embrionária aplicação no setor público. O objetivo deste artigo é analisar a aplicação do método no contexto da segurança pública, sendo o estudo delimitado ao serviço Patrulha Escolar na Polícia Militar de Minas Gerais. A estratégia de pesquisa escolhida foi a pesquisa-ação, e instrumentos qualitativos e quantitativos foram utilizados na coleta e análise de dados. O método mostrou-se eficaz para: sistematizar um grande conjunto de informações internas e externas à corporação, facilitando o planejamento posterior de ações de policiamento; promover uma dinâmica orientada e estruturada nos encontros da polícia com a comunidade; identificar as necessidades do público escolar bem como priorizar as atividades de policiamento que melhor atenderiam a tais anseios e para compreender a capacidade de prestação de serviço de uma unidade de patrulha escolar. Por outro lado, o serviço policial apresenta um conjunto singular de características que dificultou parcialmente o planejamento pelo método. Tal serviço não tem nicho de mercado específico, sendo um serviço de direito e, não, por aquisição. Também se apoia em aspectos legais e regulamenta comportamentos, gerando rejeição. Apesar dessa natureza particular, dois fatores favoreceram a aplicação do método: a institucionalização da filosofia de polícia comunitária na organização e a familiarização dos policiais com conceitos de gestão e qualidade. A conclusão final é que o método QFD se apresentou como um instrumento promissor para melhorar a qualidade dos serviços públicos brasileiros.Associação Brasileira de Engenharia de Produção2015-02-13info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfaudio/mpeghttps://www.producaoonline.org.br/rpo/article/view/177410.14488/1676-1901.v15i1.1774Revista Produção Online; Vol. 15 No. 1 (2015); 243-275Revista Produção Online; v. 15 n. 1 (2015); 243-2751676-1901reponame:Revista Produção Onlineinstname:Associação Brasileira de Engenharia de Produção (ABEPRO)instacron:ABEPROporhttps://www.producaoonline.org.br/rpo/article/view/1774/1253https://www.producaoonline.org.br/rpo/article/view/1774/1254Copyright (c) 2015 Revista Produção Onlineinfo:eu-repo/semantics/openAccessFreitas, Lauro Soares deMelo Filho, Leonel Del Rey deCheng, Lin ChihCarmo, Marco Aurélio Zancanela do2015-11-11T17:25:30Zoai:ojs.emnuvens.com.br:article/1774Revistahttp://producaoonline.org.br/rpoPUBhttps://www.producaoonline.org.br/rpo/oai||producaoonline@gmail.com1676-19011676-1901opendoar:2015-11-11T17:25:30Revista Produção Online - Associação Brasileira de Engenharia de Produção (ABEPRO)false |
dc.title.none.fl_str_mv |
Analysis of the method quality function deployment "qfd" in preventive services police Análise da aplicação do método desdobramento da função qualidade “QFD” em serviços preventivos de polícia |
title |
Analysis of the method quality function deployment "qfd" in preventive services police |
spellingShingle |
Analysis of the method quality function deployment "qfd" in preventive services police Freitas, Lauro Soares de Quality Function Deployment. Public services. Police. Innovation. School patrol. Desdobramento da Função Qualidade. Serviços públicos. Polícia. Inovação. Patrulha escolar. |
title_short |
Analysis of the method quality function deployment "qfd" in preventive services police |
title_full |
Analysis of the method quality function deployment "qfd" in preventive services police |
title_fullStr |
Analysis of the method quality function deployment "qfd" in preventive services police |
title_full_unstemmed |
Analysis of the method quality function deployment "qfd" in preventive services police |
title_sort |
Analysis of the method quality function deployment "qfd" in preventive services police |
author |
Freitas, Lauro Soares de |
author_facet |
Freitas, Lauro Soares de Melo Filho, Leonel Del Rey de Cheng, Lin Chih Carmo, Marco Aurélio Zancanela do |
author_role |
author |
author2 |
Melo Filho, Leonel Del Rey de Cheng, Lin Chih Carmo, Marco Aurélio Zancanela do |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Freitas, Lauro Soares de Melo Filho, Leonel Del Rey de Cheng, Lin Chih Carmo, Marco Aurélio Zancanela do |
dc.subject.por.fl_str_mv |
Quality Function Deployment. Public services. Police. Innovation. School patrol. Desdobramento da Função Qualidade. Serviços públicos. Polícia. Inovação. Patrulha escolar. |
topic |
Quality Function Deployment. Public services. Police. Innovation. School patrol. Desdobramento da Função Qualidade. Serviços públicos. Polícia. Inovação. Patrulha escolar. |
description |
Despite of the significant contribution of QFD for the construction of the theoretical framework for managing the development of new products and services, there is an embryonic implementation in the public sector. The purpose of this article is to analyze the application of the method in the context of public safety, and the study was delimited to the School Patrol in the Military Police of Minas Gerais. Action research was the research strategy chosen and qualitative and quantitative methods were used to collect and analyze data. The QFD method proved to be effective for: systematize a large set of internal and external corporate information, facilitating the subsequent planning of policing; promote a dynamic oriented and structured in encounters between police and the community; identify the needs of public school and prioritize activities policing which better fulfill these desires; and to understand the ability of service of a School Patrol Unit. Moreover, the police service has a unique set of characteristics that partially hindered planning service by QFD. This service does not have a specific market niche, being a service of law and not by purchase. Also relies on legal aspects and regulates behaviors, generating rejection. Although this particular nature, two factors favored the application of the method: the institutionalization of the philosophy of community policing in the organization and to familiarizing officers with management concepts and quality. The final conclusion is that the QFD method was presented as a promising tool for improving the quality of Brazilian public services. |
publishDate |
2015 |
dc.date.none.fl_str_mv |
2015-02-13 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://www.producaoonline.org.br/rpo/article/view/1774 10.14488/1676-1901.v15i1.1774 |
url |
https://www.producaoonline.org.br/rpo/article/view/1774 |
identifier_str_mv |
10.14488/1676-1901.v15i1.1774 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://www.producaoonline.org.br/rpo/article/view/1774/1253 https://www.producaoonline.org.br/rpo/article/view/1774/1254 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2015 Revista Produção Online info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2015 Revista Produção Online |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf audio/mpeg |
dc.publisher.none.fl_str_mv |
Associação Brasileira de Engenharia de Produção |
publisher.none.fl_str_mv |
Associação Brasileira de Engenharia de Produção |
dc.source.none.fl_str_mv |
Revista Produção Online; Vol. 15 No. 1 (2015); 243-275 Revista Produção Online; v. 15 n. 1 (2015); 243-275 1676-1901 reponame:Revista Produção Online instname:Associação Brasileira de Engenharia de Produção (ABEPRO) instacron:ABEPRO |
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Associação Brasileira de Engenharia de Produção (ABEPRO) |
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ABEPRO |
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ABEPRO |
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Revista Produção Online |
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Revista Produção Online |
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Revista Produção Online - Associação Brasileira de Engenharia de Produção (ABEPRO) |
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1761536949398536192 |