A Customização em Massa é uma estratégia de negócios relativamente recente que foi idealizada em meados dos anos oitenta, emergiu no meio empresarial em meados dos anos noventa, e, desde então tem sido adotada por muitas empresas devido ao diferencial competitivo que propicia. O objetivo desta estratégia é atender os desejos individuais dos clientes em grande escala e com maior lucratividade para a empresa. A adoção bem sucedida da Customização em Massa exige profundas alterações em áreas críticas das empresas. O objetivo do presente trabalho é, num primeiro momento, avaliar quais são essas áreas críticas que necessitam mudanças, e num segundo momento, quais são os elementos capacitadores necessários. O trabalho apresenta um modelo conceitual de definições sobre capacitação organizacional, competência funcional, técnicas operacionais e recursos organizacionais. Posteriormente verificou-se a influência destes elementos nos processos e como se dá a aplicação dos mesmos em diferentes setores industriais. A realização deste estudo baseou-se em cleta de dados por meio de questionários e na aplicação do método de estudo de caso em empresas de dois setores industriais, o automobilístico e o de alta tecnologia. A escolha destes setores justifica-se pelo fato deles se encontrarem, historicamente, na vanguarda da adoção das melhores práticas empresariais. Como resultado constatou-se que determinados elementos capacitam a empresa para a Customização em Massa em um setor mas não para outro, ou seja, não existe uma solução genérica para a capacitação organizacional em Customização em Massa. Observou-se também que a simples adoção dos elementos capacitadores não gera a competência funcional requerida em determinada área crítica para a geração desta capacitação organizacional; é também necessário que haja sinergia na aplicação destes elementos. / The customization is a recent strategy that appeared in the middle of 80\'s and currently it emerged in the enterprise environment. Such strategy has been adopted for many companies due to the competitive differential that it supplies. The objective of this strategy is to fulfill the most specific customers\' desires in large-scale and with increasing profitability to the company. The successful adoption of Mass Customization demand deep changes in many critical areas of the enterprise. The purpose of this paper is to analyses which are the critical areas that need to be changed, and which are the Mass Customization enablers. This research presents a conceptual definitions for resources, operational techniques, competences, and organizational capabilities required for Mass Customization. The paper presents a literature review on the issue of planning and deploying Mass Customization initiatives pointing out important resources and techniques that have been adopted by the adherents of this new strategy. It was perceived the influence of these enablers in its respective processes and its different applications in different industrial sectors. To this was adopted the method of case survey in two differents sectors, the automobile and high technology. This choice was proposital because this sector are in the vanguard of the best practices adoption. To have a valid classification of the enablers was elaborated two models. As a result was perceived that some enablers could be applied to one sector and not applied in others to reach the Mass Customization capacity. It does not exist a generic solution for a Mass Customization strategy adoption, because different sectors demands different enablers. It was also observed that the simple adoption of this enablers does not generate the enterprise competence demanded, being necessary the existence of a synergy between and focus of these enablers.

En general el diseño de las políticas habitacionales ha prescindido del conocimiento de la demanda específica. La producción del hábitat popular ha sido a través del uso de técnicas constructivas industrializadas, adoptando estrategias de producción masiva, con una eficiente utilización de los recursos, pero ignorando las exigencias individuales de cada familia, la pluralidad y el dinamismo de la sociedad. En consecuencia surgen complejos que no se adecuan a las necesidades de la población, donde los usuarios intervienen incorporando necesidades no previstas en el desarrollo del producto. A partir de un escenario industrial competitivo donde la diversidad del mercado es un nuevo factor para las empresas, surge la customización masiva como una nueva estrategia, capaz de satisfacer a los consumidores con diferentes productos sin aumentar significativamente los costos y el tiempo de entrega. En programas habitacionales la oferta de customización es muy limitada debido principalmente a lograr una economía de escala de la producción. El objetivo principal de esta investigación fue proponer formas de retroalimentar el proceso de desarrollo del producto a partir de las intervenciones realizadas por los usuarios. Fueron realizados dos estudios de casos de programas residenciales, donde la participación del usuario en el desarrollo del producto es diferente. La investigación se realizó en tres etapas, siendo la primera etapa A de comprensión del proceso de desarrollo del producto, caracterizando la empresa y los emprendimientos. Fueron realizadas entrevistas con informantes calificados, visitas a los emprendimientos y análisis de documentos técnicos. La etapa B tuvo como objetivo la planificación del levantamiento de datos para capturar las informaciones de las intervenciones de los usuarios en la etapa de uso de las unidades. Para esto se realizóla colecta de datos a través de entrevistas, y cuestionarios estructurados a los usuarios, y análisis de las intervenciones a través de fotografías satelitales. La etapa C busco identificar oportunidades de procesamiento de los datos, para entender los requisitos de los usuarios y contribuir a mejorar el PDP. Se identificaron estrategias en el proceso de producción de un sistema industrializado de producción de viviendas, encontrando oportunidades de implementar mejoras en la capacidad de adaptabilidad del sistema a los cambios producidos por los usuarios, aumentando la variabilidad y flexibilidad de las opciones de viviendas ofrecidas por la empresa. Conjuntamente con la empresa fueron analizadas las intervenciones y se identificaron oportunidades para adoptar distintos grados de customización. Las principales contribuciones del trabajo es comprender cuales son los requisitos de los usuarios en la etapa de uso de las viviendas, para lograr un producto customizable en proyectos de vivienda de interés social y contribuir al desarrollo de productos industrializados que incorporen estos requisitos. / In general, housing policies have ignored knowledge on the specific needs of families in the design of housing projects. In fact, several industrialized building techniques have been used in social housing, often connected to the adoption of mass production ideas, with the aim of achieving a highly efficient use of resources, but ignoring the individual needs of each family, and the plurality and dynamism of the society. Consequently, there are many housing estates that do not fulfill the needs of the population, resulting in changes in the housing units carried out by the users so that their requirements can be properly considered. In an industrial setting that has growing competition, the diversity in the client needs has become a key factor for several companies in the manufacturing sector. In this context, mass customization has emerged as a new strategy, with the aim of satisfying users with different needs without significantly increasing costs and delivery time. However, in the social housing sector, very few programs offer the possibility of customization, mainly due to the need to achieve economies of scale. Thus, the aim of this research work is to propose guidelines for providing feedback to the product development process of social housing projects, based on product changes that have been made by the users after delivery. Two case studies were conducted in different residential projects, developed by the same company, in which the degree of user involvement in product development was different. The research method was divided into three stages. In stage A, the aim was to understand the product development process, the housing company involved in this investigation, as well as the three projects. The main sources of evidences used were interviews with company representatives, visits to the housing estates, and document analysis. Phase B involved the collection of data related to the product changes carried out by users in the three projects. The main sources of evidence used were interviews with a sample of users, direct observation of those changes, and analysis of interventions by using satellite photos. Phase C sought to propose guidelines for processing user requirement data, and to identify improvement opportunities in the product development process. Regarding the industrialized building system developed by the company, some improvements were proposed, mostly related to the capacity of adaptation of the system to the product changes often made by the users, increasing the variety and flexibility of the housing options offered by the company. In collaboration with company representatives, different degrees of customization were devised. The main contributions of this research work are concerned with how to capture and process requirements based on multiple sources of evidence, as well as to understand the nature of product changes demanded by the users, which can be useful for designing customized houses.

Textilhögskolan i Borås startade projektet Knit On Demand i syftet att undersöka och utvärdera complete garment teknologin. Idén bygger på konceptet masskundanpassning inom området stickning. Huvudaktörerna i Knit On Demand projektet är Textilhögskolan i Borås, återförsäljaren SOM Concept i Stockholm samt Ivanhoe, tillverkare av stickade kläder. Målet med detta arbete är att identifiera och beskriva alla processteg, från den tidpunkt då kunden kliver in i butiken i Stockholm tills det färdiga plagget leverats. Vårt arbete går även ut på att hitta och beskriva förbättringsmöjligheter samt tillhörande kostnads kalkyleringar. För att frambringa relevant data utför och presenterar vi en simulering av hela processen. Metoden som har använts i arbetet bygger på observerade fallstudier från både SOM Concept och Ivanhoe. Den metod vi använder oss av är baserad på kvantitativ data och kvalitativa intervjuer med personer involverade i projektet. Hela processen beskrivs med hjälp av ett nutida och framtida flödesschema. I det nutida flödesschemat är den totala värdehöjande tiden för ett producerat plagg 129 minuter. Förslaget i ett framtida flödesschema visar att processen kan förbättras, bli mer effektiv och påvisar även hur stora förändringarna skulle bli med en snabbare garnleverantör. För att förbättringarna för Knit On Demand ska gå att genomföras måste ordervolymen ökas från 1 plagg till minst 5 plagg per vecka. Förbättringsförslagen är; nya och snabbare garnleverantörer, ny layout plan för Knit On Demand processen hos Ivanhoe, snabbare produktionstid, installation av ett datasystem som hanterar lagerhållning, bättre kommunikation mellan SOM Concept och Ivanhoe samt förbättrad ställtid. / <p>Knit On Demand started as a project at the Swedish School of Textiles in Borås with the aim of evaluating complete-garment-technology. It is a mass customization concept within knitting technology. The key players are SOM Concept store in Stockholm and Ivanhoe, a producer of knitted garments in Gällstad.The aim with this thesis is to identify and describe all processes in the concept from the moment when the client enters the store until the Knit On Demand garment is manufactured and delivered to the customer. The purpose is also to find and describe improvement opportunities as well as making an estimated cost calculation for them. To gather relevant data, a simulation of the whole process is performed. The method used is an action research case study of the Knit On Demand project based on quantitative data and qualitative interviews with key persons involved.The process is described with a Value Stream Map of the current state and the future “ideal” state. The current state shows that total value-added lead time for producing one garment is 129 minutes. The future or “ideal” state shows how the processes can be improved and be more efficient, it also shows the importance of improving supplier delivery times.To be able to improve the current Knit On Demand set-up, the order volume must increase from 1 to a minimum of 5 or more orders per week. The improvement suggestions are; new and better suppliers of yarn, new layout and improved down time, plan for the production, improved production time, inventory computer system, better communication between SOM Concept and Ivanhoe.</p><p>Program: Textilingenjörsutbildningen</p>

由於競爭環境的改變： 個人化的顧客需求、全球化激烈的競爭、產品生 命週期越來越短、資訊技術功能的進步， 許多學者對於 Porter 所提「 必須專注單一策略，以避免夾於策略中間 (Stuck In The Middle) 」的 說法產生質疑， 認為企業應追求大量顧客化的目標：以大量生產的低成 本，提供符合顧客個人化需求的產品或服務。本研究的研究目的在於探討 下列問題： 1. 了解一個大量顧客化的組織，可以經由採用哪些方法來實 行大量顧客化。 2. 當實行上述方法時，需要何種的組織型態與資訊技術 功能的最佳配合，才能確保大量顧客化目標的達成。本研究採用定性的個 案研究法， 特過文獻整理與國內個案公司的實地觀察，歸納出下列結論 ：結論一：根據對成功達成大量顧客化個案公司的觀察， 發現有三種大 量顧客化方法與組織型態、資訊技術功能的最佳組合， 可達成大量顧客 化。結論二：本研究以多樣化程度與需多種知識互動程度， 來區分顧客 需求的特性，發現不同的顧客需求特性，需採用不同的大量顧客化方法。 結論三：當所面對的顧客需求特性改變時， 必須隨之改變所採用的大量 顧客化方法，以確保大量顧客化競爭優勢的達成。

<p>Atlas Copco Tools & Assembly Systems (ACTA) is world leader in industrial tools and assembly systems for safety-critical joints. One of the products the company sells is fixtured nutrunners, mainly to the motor vehicle industry. The margins on these highly customized products have been decreasing – much depending on changes in the purchasing behavior of the automotive industry.</p><p>Traditionally, the marketing of the fixtured nutrunners has been concentrated to the parts of the product instead of the final product. Today, there is a belief within the organization that many of the sold customized products could be replaced by more standardized applications. There is also a wish to turn the focus of the market offer from the parts towards the final application. These beliefs and wishes resulted in this thesis, with the purpose to propose a new market offer to increase profitability and give more customer benefits.</p><p>To reach this purpose we started out with theoretical studies of several different areas. Among those was mass customization, a strategy that combines the benefits of mass production with those of customization. We also performed a prestudy at the headquarters of ACTA in Sickla and visited major customers in Sweden. Using our collected knowledge from the theoretical studies and the prestudy, we conducted an in-depth case study by interviewing customers and people working at ACTA, both in Sweden and in the USA, in order to analyze today’s situation. In the analysis, we found several problems with today’s offer. For instance, we found that similar products are solved with unique solutions, which has lead to poor cost control and has made it difficult for ACTA to assure the quality of the ordered products. A further problem is the poor sales support and the lack of traceability of sold systems, which reduces sales and leads to unnecessary special solutions. A problem linked to that is the difficulties in getting accurate and sufficient information from the customer, which leads to extra errors and a lot of extra work.</p><p>To solve these problems, we recommend ACTA to implement a mass customization strategy. Of course, not all of ACTA’s products can be mass customized, but to a large extent it should be possible. To implement a mass customization strategy, we argue that ACTA should take three measures, namely design standard products, modularize the products, and implement a computerized configuration tool. We also suggest that the implementation of the new market offer should be done stepwise. With the proposed new market offer, we believe that ACTA can increase profitability in the area of fixtured nutrunners without losing the flexibility of the products.</p>

Atlas Copco Tools &amp; Assembly Systems (ACTA) is world leader in industrial tools and assembly systems for safety-critical joints. One of the products the company sells is fixtured nutrunners, mainly to the motor vehicle industry. The margins on these highly customized products have been decreasing – much depending on changes in the purchasing behavior of the automotive industry. Traditionally, the marketing of the fixtured nutrunners has been concentrated to the parts of the product instead of the final product. Today, there is a belief within the organization that many of the sold customized products could be replaced by more standardized applications. There is also a wish to turn the focus of the market offer from the parts towards the final application. These beliefs and wishes resulted in this thesis, with the purpose to propose a new market offer to increase profitability and give more customer benefits. To reach this purpose we started out with theoretical studies of several different areas. Among those was mass customization, a strategy that combines the benefits of mass production with those of customization. We also performed a prestudy at the headquarters of ACTA in Sickla and visited major customers in Sweden. Using our collected knowledge from the theoretical studies and the prestudy, we conducted an in-depth case study by interviewing customers and people working at ACTA, both in Sweden and in the USA, in order to analyze today’s situation. In the analysis, we found several problems with today’s offer. For instance, we found that similar products are solved with unique solutions, which has lead to poor cost control and has made it difficult for ACTA to assure the quality of the ordered products. A further problem is the poor sales support and the lack of traceability of sold systems, which reduces sales and leads to unnecessary special solutions. A problem linked to that is the difficulties in getting accurate and sufficient information from the customer, which leads to extra errors and a lot of extra work. To solve these problems, we recommend ACTA to implement a mass customization strategy. Of course, not all of ACTA’s products can be mass customized, but to a large extent it should be possible. To implement a mass customization strategy, we argue that ACTA should take three measures, namely design standard products, modularize the products, and implement a computerized configuration tool. We also suggest that the implementation of the new market offer should be done stepwise. With the proposed new market offer, we believe that ACTA can increase profitability in the area of fixtured nutrunners without losing the flexibility of the products.

The primary argument in favor of mass customization is the delivery of superior customer value. Using willingness-to-pay (WTP) measurements, Franke & Piller (2004) have recently shown that customers designing their own watches with design toolkits are willing to pay premiums of more than 100% (DWTP). In the course of three studies, we found that this type of value increment is not a singular occurrence but might rather be a general phenomenon, as we again found average DWTPs of more than 100% among customers designing their own cell phone covers, T-shirts, and scarves. Building on this, we discuss the sources of benefits that are likely to explain this tremendous value increment. We argue that compared to conventional standard products, a mass-customized product might render the following utilitarian and hedonic benefits: (1) First, the output might be beneficial as self-designed products offer a much closer fit between individual needs and product characteristics. In addition to this mere functional benefit, extra value might also stem from (2) the perceived uniqueness of the self-designed product. As the customer takes on the role of an active codesigner, there may also be two general 'do-it-yourself effects': (3) First, the process of designing per se is likely to allow the customer to meet hedonic or experiential needs (process benefit). (4) Customers may also be likely to value the output of self-design more highly if they take pride in having created something on their own (instead of traditionally buying something created by somebody else). This is referred to as the 'pride of authorship' effect. (author's abstract)

Submitted by CÉSAR COUTINHO RAMOS null (cesar.ramos@volkswagen.com.br) on 2016-05-17T16:05:53Z No. of bitstreams: 1 CesarCoutinhRamos-MestradoProfissionalizante.pdf: 2191241 bytes, checksum: 312d1b09db67ad58815b0cf71365dc9e (MD5) / Approved for entry into archive by Ana Paula Grisoto (grisotoana@reitoria.unesp.br) on 2016-05-19T19:18:04Z (GMT) No. of bitstreams: 1 ramos_cc_me_guara.pdf: 2191241 bytes, checksum: 312d1b09db67ad58815b0cf71365dc9e (MD5) / Made available in DSpace on 2016-05-19T19:18:04Z (GMT). No. of bitstreams: 1 ramos_cc_me_guara.pdf: 2191241 bytes, checksum: 312d1b09db67ad58815b0cf71365dc9e (MD5) Previous issue date: 2016-03-19 / Este trabalho compara qualitativamente sete métodos de modularização, com o objetivo de escolher e aplicar aqueles que melhor se adaptam ao projeto piloto de modularização de uma suspensão traseira a ar para caminhões e ônibus. Dentre os métodos estudados, os métodos MFD (Modular Function Deployment) e DSM (Design Structure Matrix) foram escolhidos, basicamente em função de possuírem: aplicação prática, repetibilidade dos resultados, softwares disponíveis e facilidade de organização dos dados. O método DSM serviu de base para gerar os primeiros possíveis módulos e simplificar o problema dos inicias 44 componentes para 26, simplesmente com uma visão funcional e técnica. O MFD foi utilizado principalmente para estruturar o processo de modularização e atender aos requisitos dos clientes e estratégias do negócio. Os resultados apresentados pelos dois métodos foram analisados de forma detalhada e indicaram a formação de sete módulos, que foram obtidos tanto diretamente dos métodos DSM e MFD, quanto da combinação de ambos. Ficou evidente, através dos resultados alcançados, que a utilização conjunta desses dois métodos, juntamente com a análise criteriosa dos resultados no desenvolvimento do produto aumentou consideravelmente a eficiência do processo de modularização. / This work presents and compares qualitatively seven modularization methods, in order to choose and apply those that best suits for a rear air suspension modularization pilot project for trucks and buses. Among the methods studied, the MFD (Modular Function Deployment) and DSM (Design Structure Matrix) methods were mainly chosen on the basis that they present: practical application, repeatability, software availability and ease data organization. The DSM method was the basis to generate the first possible modules and simplify the problem from the initial 44 to 26 components, only with a functional and technical approach. The MFD was mainly used to structure the modularization process and meet the customer requirements and business strategies. The results shown by the two methods were analyzed in detail and resulted in the generation of seven modules, which were obtained either directly from DSM and MFD methods, or from the combination of both. It became evident, by the results achieved, that the combined use of these two methods, along with a careful analysis of the results on product development, greatly increased the modularization process efficiency.

No Brasil, o amplo incentivo e a disponibilidade de financiamento à produção habitacional de baixa renda, nos últimos anos têm estimulado a padronização do produto e aplicação de conceitos de produção em massa neste setor. No entanto, a entrega de produtos altamente padronizados a clientes com diferentes necessidades, desconsiderando seus modos de vida e percepções de valor, frequentemente resulta em produtos inadequados, os quais necessitam ser modificados logo após a entrega. A customização em massa tem se destacado como uma estratégia para aprimorar a geração de valor e aumentar o grau de satisfação de clientes na indústria da manufatura. No contexto da habitação de baixa renda, a definição de um conjunto de opções relevantes do ponto de vista dos clientes, baseado na sua percepção de valor, é um dos principais desafios para a implementação desta estratégica. O objetivo da presente pesquisa consiste em propor um método para identificar atributos customizáveis da empreendimentos habitacionais customizados, baseado em um modelo conceitual denominado cadeia meios-fim. Este modelo foi adaptado ao contexto de habitação de baixa renda, de forma a ser utilizado para relacionar os atributos do produto com os valores dos clientes, por meio da aplicação da técnica laddering. Além disso, a pesquisa tem como objetivo específico desenvolver dispositivos visuais que apoiem a tomada de decisão sobre a oferta de espaços de solução para unidades habitacionais customizadas. Com o objetivo de testar a aplicabilidade da solução desenvolvida, foram realizados dois estudos empíricos. O primeiro estudo foi desenvolvido para o segmento de mercado específico de uma empresa construtora de habitações, enquanto no segundo estudo fez-se a comparação de quatro segmentos de mercado delineados no Programa Minha Casa Minha Vida. A principal contribuição do método proposto é indicar as unidades de customização que são mais relevantes para os clientes finais e modelar a geração de valor na perspectiva dos usuários finais, de forma a entender as prioridades estabelecidas pelos mesmos. Além disso, os resultados permitem entender diferenças sobre a geração de valor para diferentes perfis de clientes e identificar oportunidades de melhoria em produtos habitacionais existentes. / In Brazil, high incentives and availability of funding for low-cost housing projects, in recent years, have encouraged product standardization and the application of mass production ideas in that sector. However, the delivery of highly standardized housing units to customers with different requirements, without considering their lifestyles and perceptions of value, often results in inadequate products, which need to be modified soon after delivery. Mass customization has been pointed out as an effective strategy to improve value generation and increase the degree of client satisfaction in the manufacturing industry. In the context of low-cost housing, the definition of a set of relevant options from the point of view of clients, based on their perceptions of value, is a major challenge for the implementation of this strategy. The aim of this research work is to propose a method for identifying value-adding attributes in customized housing projects, based on a conceptual model named means-end chain. That model was adapted to the low-cost housing context in order to connect product attributes to clients’ values, by applying the laddering technique. Besides, this investigation has the secondary aim of devising visual devices that can support decision-making related to the solution space of customised housing units. Two empirical studies were carried out in order to assess the applicability of the proposed solution. The first study was developed considering the specific market segment of a house-building company, while in the second study a comparison was made between four segments of the My House My Life Program. The main contribution of the proposed method is to identify which customization units are the most relevant ones for the final clients, as well as to model value generation from the point of view of clients, with the aim of understanding the priorities established by them. Moreover, the results explain differences in value generation for distinct client profiles, and identify improvement opportunities for existing housing products.

En general el diseño de las políticas habitacionales ha prescindido del conocimiento de la demanda específica. La producción del hábitat popular ha sido a través del uso de técnicas constructivas industrializadas, adoptando estrategias de producción masiva, con una eficiente utilización de los recursos, pero ignorando las exigencias individuales de cada familia, la pluralidad y el dinamismo de la sociedad. En consecuencia surgen complejos que no se adecuan a las necesidades de la población, donde los usuarios intervienen incorporando necesidades no previstas en el desarrollo del producto. A partir de un escenario industrial competitivo donde la diversidad del mercado es un nuevo factor para las empresas, surge la customización masiva como una nueva estrategia, capaz de satisfacer a los consumidores con diferentes productos sin aumentar significativamente los costos y el tiempo de entrega. En programas habitacionales la oferta de customización es muy limitada debido principalmente a lograr una economía de escala de la producción. El objetivo principal de esta investigación fue proponer formas de retroalimentar el proceso de desarrollo del producto a partir de las intervenciones realizadas por los usuarios. Fueron realizados dos estudios de casos de programas residenciales, donde la participación del usuario en el desarrollo del producto es diferente. La investigación se realizó en tres etapas, siendo la primera etapa A de comprensión del proceso de desarrollo del producto, caracterizando la empresa y los emprendimientos. Fueron realizadas entrevistas con informantes calificados, visitas a los emprendimientos y análisis de documentos técnicos. La etapa B tuvo como objetivo la planificación del levantamiento de datos para capturar las informaciones de las intervenciones de los usuarios en la etapa de uso de las unidades. Para esto se realizóla colecta de datos a través de entrevistas, y cuestionarios estructurados a los usuarios, y análisis de las intervenciones a través de fotografías satelitales. La etapa C busco identificar oportunidades de procesamiento de los datos, para entender los requisitos de los usuarios y contribuir a mejorar el PDP. Se identificaron estrategias en el proceso de producción de un sistema industrializado de producción de viviendas, encontrando oportunidades de implementar mejoras en la capacidad de adaptabilidad del sistema a los cambios producidos por los usuarios, aumentando la variabilidad y flexibilidad de las opciones de viviendas ofrecidas por la empresa. Conjuntamente con la empresa fueron analizadas las intervenciones y se identificaron oportunidades para adoptar distintos grados de customización. Las principales contribuciones del trabajo es comprender cuales son los requisitos de los usuarios en la etapa de uso de las viviendas, para lograr un producto customizable en proyectos de vivienda de interés social y contribuir al desarrollo de productos industrializados que incorporen estos requisitos. / In general, housing policies have ignored knowledge on the specific needs of families in the design of housing projects. In fact, several industrialized building techniques have been used in social housing, often connected to the adoption of mass production ideas, with the aim of achieving a highly efficient use of resources, but ignoring the individual needs of each family, and the plurality and dynamism of the society. Consequently, there are many housing estates that do not fulfill the needs of the population, resulting in changes in the housing units carried out by the users so that their requirements can be properly considered. In an industrial setting that has growing competition, the diversity in the client needs has become a key factor for several companies in the manufacturing sector. In this context, mass customization has emerged as a new strategy, with the aim of satisfying users with different needs without significantly increasing costs and delivery time. However, in the social housing sector, very few programs offer the possibility of customization, mainly due to the need to achieve economies of scale. Thus, the aim of this research work is to propose guidelines for providing feedback to the product development process of social housing projects, based on product changes that have been made by the users after delivery. Two case studies were conducted in different residential projects, developed by the same company, in which the degree of user involvement in product development was different. The research method was divided into three stages. In stage A, the aim was to understand the product development process, the housing company involved in this investigation, as well as the three projects. The main sources of evidences used were interviews with company representatives, visits to the housing estates, and document analysis. Phase B involved the collection of data related to the product changes carried out by users in the three projects. The main sources of evidence used were interviews with a sample of users, direct observation of those changes, and analysis of interventions by using satellite photos. Phase C sought to propose guidelines for processing user requirement data, and to identify improvement opportunities in the product development process. Regarding the industrialized building system developed by the company, some improvements were proposed, mostly related to the capacity of adaptation of the system to the product changes often made by the users, increasing the variety and flexibility of the housing options offered by the company. In collaboration with company representatives, different degrees of customization were devised. The main contributions of this research work are concerned with how to capture and process requirements based on multiple sources of evidence, as well as to understand the nature of product changes demanded by the users, which can be useful for designing customized houses.