ESTUDO DE CASO DA APLICAÇÃO DO QFD NA EMPRESA TRANSPORTADORA DE COMBUSTÍVEIS PEDERNEIRAS LTDA.

Abstract

This work was mainly focused discussion of quality in service delivery, in which case the transport of dangerous goods, specifically fuel, with all its specificities and relevant laws and rules. It was also used direct consultation with customers in a carrier located in Pederneiras-SP in order to contextualize and evaluate local service provider and also using a quality tool, the matrix Quality Function Deployment (QFD), as a way to seek to understand, analyze and meet customer needs. After the detection of the critical points of service, was already done an Action Plan, aimed at continuous improvement and enhancement of the activities of service providers. Because it is a relatively common dynamic to the industry, the reduced size of the surveyed data facilitates the understanding of the results and can be extended to other larger centers, mutatis mutandis. The practicality of the analysis results also contributed to a possible extension of the technique naturally aimed at constant improvement in the quality of service.