QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sector

Detalhes bibliográficos
Autor(a) principal: Quintairos, Paulo César Ribeiro
Data de Publicação: 2014
Outros Autores: Oliveira, Edson Aparecida de Araújo Querido, Duarte, Bruno
Tipo de documento: Artigo
Idioma: por
Título da fonte: Latin American Journal of Business Management
Texto Completo: https://www.lajbm.com.br/index.php/journal/article/view/174
Resumo: The Quality Function Deployment (QFD) is a Quality tool. The goal of this tool is intended to assist companies in improving the quality of services provided to its customers. This paper presents a model plan for deployment of QFD in a small company acting on telecommunication services sector. The research is a case study, exploratory and descriptive. It is a bibliographic and documentary work, with parts of the report documents the experience of administrative processes in the company. The results show that small and medium service companies in the telecommunications industry can gain advantages by adopting the QFD tool, to establish the quality planned. Furthermore, it is possible to obtain an improvement of the processes and evaluating the client using the tool to measure quality obtained.
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spelling QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sectorImplantação da metodologia QFD: uma proposta para pequenas e médias empresas brasileiras no setor de serviços de telecomunicaçõesQualityServicesQuality Function Deployment (QFD)QualidadeServiçosDesdobramento da Função Qualidade (QFD)The Quality Function Deployment (QFD) is a Quality tool. The goal of this tool is intended to assist companies in improving the quality of services provided to its customers. This paper presents a model plan for deployment of QFD in a small company acting on telecommunication services sector. The research is a case study, exploratory and descriptive. It is a bibliographic and documentary work, with parts of the report documents the experience of administrative processes in the company. The results show that small and medium service companies in the telecommunications industry can gain advantages by adopting the QFD tool, to establish the quality planned. Furthermore, it is possible to obtain an improvement of the processes and evaluating the client using the tool to measure quality obtained.O Desdobramento da Função Qualidade (QFD) é uma ferramenta da Qualidade cuja finalidade é auxiliar às empresas no aprimoramento dos serviços prestados aos seus clientes. Neste artigo é apresentado um modelo de plano para implantação da QFD em uma pequena empresa do setor de serviços de telecomunicações. A pesquisa é um estudo de caso, de caráter exploratório e descritivo. Trata-se de um trabalho bibliográfico e documental, sendo que partes dos documentos refletem a vivência dos processos administrativos na empresa. Os resultados obtidos apontam que pequenas e médias empresas, prestadoras de serviços no setor de telecomunicações, podem obter vantagens ao adotar a QFD. A adoção dessa ferramenta possibilita a melhoria dos processos e avaliação dos clientes, utilizando a ferramenta para medir qualidade obtida.edUNITAU2014-02-08info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por paresapplication/pdfhttps://www.lajbm.com.br/index.php/journal/article/view/174Latin American Journal of Business Management; Vol. 4 No. 2 (2013)Latin American Journal of Business Management; Vol. 4 Núm. 2 (2013)Latin American Journal of Business Management; v. 4 n. 2 (2013)2178-4833reponame:Latin American Journal of Business Managementinstname:Universidade de Taubaté (UNITAU)instacron:UNITAUporhttps://www.lajbm.com.br/index.php/journal/article/view/174/94Quintairos, Paulo César RibeiroOliveira, Edson Aparecida de Araújo QueridoDuarte, Brunoinfo:eu-repo/semantics/openAccess2014-02-08T20:52:46Zoai:ojs2.lajbm.com.br:article/174Revistahttps://www.lajbm.com.br/index.php/journal/indexPUBhttp://www.lajbm.net/index.php/journal/oaimarcela.moraes@unitau.com.br||editor@lajbm.net2178-48332178-4833opendoar:2014-02-08T20:52:46Latin American Journal of Business Management - Universidade de Taubaté (UNITAU)false
dc.title.none.fl_str_mv QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sector
Implantação da metodologia QFD: uma proposta para pequenas e médias empresas brasileiras no setor de serviços de telecomunicações
title QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sector
spellingShingle QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sector
Quintairos, Paulo César Ribeiro
Quality
Services
Quality Function Deployment (QFD)
Qualidade
Serviços
Desdobramento da Função Qualidade (QFD)
title_short QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sector
title_full QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sector
title_fullStr QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sector
title_full_unstemmed QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sector
title_sort QFD methodology implementation: a proposal for small and medium Brazilian companies acting on telecommunications services sector
author Quintairos, Paulo César Ribeiro
author_facet Quintairos, Paulo César Ribeiro
Oliveira, Edson Aparecida de Araújo Querido
Duarte, Bruno
author_role author
author2 Oliveira, Edson Aparecida de Araújo Querido
Duarte, Bruno
author2_role author
author
dc.contributor.author.fl_str_mv Quintairos, Paulo César Ribeiro
Oliveira, Edson Aparecida de Araújo Querido
Duarte, Bruno
dc.subject.por.fl_str_mv Quality
Services
Quality Function Deployment (QFD)
Qualidade
Serviços
Desdobramento da Função Qualidade (QFD)
topic Quality
Services
Quality Function Deployment (QFD)
Qualidade
Serviços
Desdobramento da Função Qualidade (QFD)
description The Quality Function Deployment (QFD) is a Quality tool. The goal of this tool is intended to assist companies in improving the quality of services provided to its customers. This paper presents a model plan for deployment of QFD in a small company acting on telecommunication services sector. The research is a case study, exploratory and descriptive. It is a bibliographic and documentary work, with parts of the report documents the experience of administrative processes in the company. The results show that small and medium service companies in the telecommunications industry can gain advantages by adopting the QFD tool, to establish the quality planned. Furthermore, it is possible to obtain an improvement of the processes and evaluating the client using the tool to measure quality obtained.
publishDate 2014
dc.date.none.fl_str_mv 2014-02-08
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Avaliado por pares
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.lajbm.com.br/index.php/journal/article/view/174
url https://www.lajbm.com.br/index.php/journal/article/view/174
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://www.lajbm.com.br/index.php/journal/article/view/174/94
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv edUNITAU
publisher.none.fl_str_mv edUNITAU
dc.source.none.fl_str_mv Latin American Journal of Business Management; Vol. 4 No. 2 (2013)
Latin American Journal of Business Management; Vol. 4 Núm. 2 (2013)
Latin American Journal of Business Management; v. 4 n. 2 (2013)
2178-4833
reponame:Latin American Journal of Business Management
instname:Universidade de Taubaté (UNITAU)
instacron:UNITAU
instname_str Universidade de Taubaté (UNITAU)
instacron_str UNITAU
institution UNITAU
reponame_str Latin American Journal of Business Management
collection Latin American Journal of Business Management
repository.name.fl_str_mv Latin American Journal of Business Management - Universidade de Taubaté (UNITAU)
repository.mail.fl_str_mv marcela.moraes@unitau.com.br||editor@lajbm.net
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