APLICAÇÃO DA METODOLOGIA QFD PARA A PRIORIZAÇÃO DOS ITENS DE FISCALIZAÇÃO DO TRANSPORTE FERROVIÁRIO DE CARGAS SOB A PERCEPÇÃO DO CLIENTE

AUTOR(ES)
DATA DE PUBLICAÇÃO

2005

RESUMO

The Quality Function Deployment QFD - is an efficient planning tool where the customer necessities and priorities are translated to measurable requirements, that will guide the accomplishment of the services and guarantee the customer satisfaction. This work has the objective to use the QFD methodology in the establishment of a guarantee quality model, applied to Brazilian heavy haul railroad service, that was used in the 10 main concessionaires in Brazil, which are responsible for the national load transport. The QFD model used in this work was developed based in Akao model, that is applied in services through the construction of the Quality Matrix, which was developed for each one of the concessionaires. From the customer datas of each concessionaire, it was made a survey of the main fiscalization itens who better translate the customer necessities. From there, it was tested the applicability of the considered model, where it was possible to confirm that the main fiscalization priorities itens had presented similar results for all railroads, proving the trustworthiness of the methodology, and a direction to fiscalization planning by the regulating agency.

ASSUNTO(S)

desdobramento da função qualidade engenharia civil transporte ferroviário garantia de qualidade

ACESSO AO ARTIGO

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