Made available in DSpace on 2014-06-12T17:37:59Z (GMT). No. of bitstreams: 2 arquivo3959_1.pdf: 1348075 bytes, checksum: 898fe8dad62171bd57fa002bbecba059 (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2008 / A presente pesquisa denominada de Identificação de Informações Gerenciais para Melhoria da Segurança no Trânsito de Alagoas usando o Desdobramento da Função Qualidade QFD, fora realizada para solucionar o problema Carência de Informações de Segurança no Trânsito e utilizou-se de recursos bibliográficos, pesquisas e entrevistas a servidores do órgão de setores diversos, para o alcance dos objetivos traçados, empregando a técnica do QFD na busca da qualidade de produtos e serviços, a qual permitiu a adaptação da ferramenta da qualidade QFD para identificação de requisitos de informações gerenciais, a construção do modelo adequado à organização utilizando os macros processos e a realização de um estudo de caso na unidade de negócio denominada de Coordenadoria de Segurança de Trânsito - CST. Foi explanada a importância de Sistemas de Informação para a organização e os benefícios da aquisição desses sistemas e de suas respectivas Tecnologias da Informação para a preservação do meio e da vida no Estado, como também comprovada a dinâmica do sistema trânsito e a importância do sub-sistema engenharia de tráfego na busca pela segurança de trânsito

Este trabalho apresenta uma metodologia para avaliação da satisfação de clientes em uma cadeia logística, que visa buscar a melhoria dos serviços logísticos. A metodologia utiliza técnicas estatísticas, técnicas de pesquisa de mercado e técnica de análise de decisão. A técnica de análise de decisão utilizada nesta metodologia é o Desdobramento da Função Qualidade (QFD) aplicada para planejar melhorias no serviço logístico, priorizando as características do serviço demandadas pelos clientes e os indicadores de desempenho para o mesmo. A aplicação desta metodologia em uma empresa do ramo alimentício resultou na confirmação da metodologia proposta como instrumento de apoio na elaboração de planos de melhorias para sistemas logísticos. / This work introduces a methotology to avaliate the customer’s satisfaction in a logistc chain which objetcs to achieve the logistic services improvement. The proposed methodology apply statistic technics, market researches technics as well as analyses of decision technic. The decision analyses technic used in this methodology is the Quality Function Deployment (QFD) applied to plan a logistic services improvements, giving priority to features of service required by customes and its performance indicator. The employment of this methodology on a food producer company resulted into confirmation of the proposed methodology as a support instrument to the working up of improvement schedules to logistic systems.

Nas últimas décadas, inúmeras mudanças vêm ocorrendo aos níveis sociais, econômicos, industriais e comerciais. Tais modificações têm provocado um acirramento da concorrência entre as empresas. Uma imensa diversidade de produtos é lançada no mercado a cada ano. Assim, o processo de planejamento de um novo produto inicia com a geração de novos conceitos. Este trabalho, apresenta a aplicação do QFD (Desdobramento da Função Qualidade), como ferramenta para a implantação de um novo procedimento para o controle e geração de novos conceitos, baseado principalmente na fase informacional de projeto. O procedimento proposto foi denominado Controle Integrado na Geração de Novos Conceitos. O uso das matrizes QFD é fundamental na implantação desta proposta, pois permite identificar as variáveis e atributos que são críticos segundo as opiniões do fabricante e dos consumidores e os processos nos quais essas características da qualidade são construídas. Buscando requisitos dos consumidores, pode-se identificar novas oportunidades de mercado. Além do QFD, assuntos como, técnicas de estímulo à criatividade (Brainstorming, Brainwriting, Inversão, Analogia, Fantasia, Empatia, entre outras), fatores humanos envolvidos em projetos (Biomecânica, Antropometria e Ergonomia) e fatores ambientais, são discutidos neste trabalho. Essa dissertação foi realizada em parceria com a empresa Victum Design Técnico de Porto Alegre. A metodologia proposta visou auxiliar no desenvolvimento dos projetos subseqüentes realizados pela empresa. O produto escolhido para a validação da metodologia proposta foi um eletrodoméstico. Neste caso, o espremedor de frutas. Após a aplicação da metodologia proposta, algumas conclusões foram obtidas. Todas as pessoas envolvidas no projeto do produto aprovaram a rapidez e simplicidade da técnica do QFD. A metodologia proposta trouxe uma interligação entre o fabricante e a empresa de design técnico, facilitando o andamento do trabalho. Além disto, ocorreu uma redução do tempo de projeto entre 10 e 15 %. Em última análise, estes foram alguns benefícios obtidos com a realização deste trabalho. / In the last decades, countless changes have been occuring social, economic, industrial and commercial levels. This modifications have been causing competition the concorrence increase between the companys. A huge diversity of products is released in the marker each year. Therefore, the planning process of a new product starts with the new concepts generation. This paper presents the use of the QFD (Quality Function Disployment) as a tool for the introdutcion of a new procedure for the control and generation of new concepts, based mainly on the infomative stage of project. The procedure, named Integrated Control in new Concepts Generation. The use of the QFD is essential for implementating this purpose. First, it allows identification of the critical variables following the opinion of the company and the consumers. Second, it allows identification of the process where critical variables are built. Searching consumer´s requirement to identify new market of opportunitis. Besides the QFD, subjects such as technicals of criativity stimulus (Brainstorming, Brainwriting, Analogy, Fantasy, Empathy and others), human factors involved in projects (Biomechanic, Anthropometry and Ergonomy) and environmental factors be discused in this paper. This dissertation is realized in partnership with the company Victum Technical Design from Porto Alegre. The methodology provide auxiliary on subsequent projects development realized by the company. The product selected to validate the proposed methodology was on household appliance. In this case, the domestic fruit juicer. After apllying the methodology proposed, some conclusion have been obtainded. All people involved in the product project approved the speed and simplicity of QFD method. The methodology proposed brought a interconnection between the manufacturer and the company of tecnhical design, facilitating the work progress. In addition to this fact, there was decreased in the time project between 10 and 15 %. Thus, these some benefits achieved with this work realization.

<p>This report describes the results of the project "Concept development of jet engine inspection plugs" carried out in the spring of 2008. The work was done at the department of product definition at the company Volvo Aero in Trollhättan. The objective of the work was to develop concepts for a "Volvo-unique" inspection plug. The work is part of Volvo Aero's focus on proprietary (self-developed) technologies. Inspection plugs can be found on virtually all aircraft engines and gas turbines. They are used during inspections with fiber optics done at regular intervals during engine operation. Since the inspection plugs are screwed in and out many times during the life of an engine, it is important that the handling (the assembly and disassembly) is simple. It is also very important that the plugs are properly fixed in position to prevent them from coming off during operation. The focus of the work was to develop proposals on how the assembly and fixing of plugs could be designed to simplify the handling and have adequate and simple function. The procedure during the work was to first study relevant theory and methods that could be used. Then development was carried out according to the first steps of the systematic design methods. These steps include product specifications, concept generation, evaluation and selection of concepts, and development of selected concept. During the implementation, a number of tools and methods, including QFD, FMEA and decision matrices were used. Out of 14 developed concepts, two were chosen for comparison with a leading rival. Both developed concepts turned out to outscore the competitor and the main difference was the cost of production. One of the concepts was considered to have advantages over the other and was consequently chosen for further development. Geometry, manufacturing, materials, sealing and misalignment were the focus areas of the development. CAD models were made of the various design ideas that were identified and one principal inspection plug was recommended for further development.</p>

This thesis deals with the development of a specification regarding a push-button, which will be used to control the gear-shifting function in an automobile. In addition to this the author will describe different techniques and theories that have been helpful in achieving data and results for the specification. Kongsberg Automotive AB, is located in Mullsjö, Sweden, the company supplies parts to the automotive industry. In the research and development department, R&amp;D, there is a group that works with development of Shift-By-Wire systems. In an automobile with a Shift-By-Wire system the communication between the gear-shifter and the gear-box occurs electronically. The mechanical link is, in most cases, taken away and replaced by the digital system. Within this group an internal Kongsberg project is in motion dealing with the development of a number of gear-shifters, finalizing in the mounting of the shifters in a Smart Car. These concepts will be displayed to customers by Kongsberg as a demonstration of what the company has to offer. To be able to decide what appears in the specification the author has done a thorough push-button examination. Tightness is one of the most important elements in a push-button; it determines what the push-button conveys and its character. The choice of mechanical solution will affect both the tightness and the character of the push-button. To illustrate this, the author has chosen to use a version made of silicon rubber. The silicon rubber part is ordered from a supplier company specializing in customer-specific push-buttons. The method is simple, cost-effective, enables regulation in tightness, compressive force, illumination, density, repelling liquids, penetrating objects and other parameters. All of these properties are desirable when developing push-buttons. The specification consists of seven chapters. The first chapter describes the document. Chapter two is an introduction chapter. The following three chapters present the requirements made concerning the product. The sixth chapter concerns laws and regulations and the seventh and last chapter is an appendix. The requirements concerning the product consist of functional, qualitative and electrical requirements. Belonging to the functional requirements are the following: stroke, force, illumination etc. To the qualitative requirements belong: performance, reliability, applicability etc. The electrical requirements consist of preparing the button for Kongsbergs own patented sensor system. The specification will be handed over to Kongsberg on the finalization of the thesis. The result will work as a template, with the intent that the document is to be used and followed up by the company. The functional and qualitative requirements and data have been assumed by the author and will later be tested, followed up and if necessary altered by Kongsberg. / Detta examensarbete behandlar framtagandet av en kravspecifikation för en knapp som skall användas till att styra växelfunktionen i en bil. Utöver detta går författaren in på olika tekniker och teorier som har hjälpt till att nå resultaten i kravspecifikationen. Kongsberg Automotive AB ligger i Mullsjö, Sverige, företaget levererar delar till bilindustrin. På utvecklingsavdelningen finns det en grupp som jobbar med utveckling inom Shift-By-Wire system. I en bil som använder ett Shift-By-Wire system sker kommunikationen mellan växelväljaren och växellådan elektroniskt. Den mekaniska länken är i många fall helt borttagen. Ett internt Kongsbergprojekt pågår inom denna grupp som behandlar att ta fram ett antal växelväljare som skall monteras in i en Smart Car. Dessa koncept skall visas upp mot kunder till Kongsberg, som en demonstration på vad företaget har att erbjuda. För att bestämma vilka krav som ska finnas med i kravspecifikationen har författaren gjort en grundlig ”knapp-undersökning”. Tryckkänslan i knappen är ett av de viktigaste momenten, den avgör till stor del vad knappen förmedlar och vilken karaktär knappen får. Valet av mekanisk lösning i knappen kommer till stor del att påverka knappens karaktär och tryckkänsla. Författaren har valt en silikongummivariant som exempel och bygger upp knappens karaktär runt denna grund. Silikongummidelen beställs av ett leverantörsföretag som specialiserar sig på kundspecifika knappar. Metoden är enkel och kostnadseffektiv och gör det möjligt att styra parametrar som tryckkraft, tryckkänsla, belysning, täthet, tålighet mot inträngande föremål och vätskor och diverse annat. Alla dessa egenskaper är önskvärda vid utveckling av en knapp. Kravspecifikationen består av sju kapitel. Det första kapitlet redogör kortfattat för dokumentet. Nästa kapitel är ett inledande kapitel. Sedan följer tre kapitel där de olika kraven på produkten läggs fram. Det sjätte kapitlet berör lagar och regleringar och i det sjunde och sista kapitlet kan man hitta bifogade dokument. De olika kraven består av funktionella, kvalitativa och elektronikrelaterade krav. Till de funktionella hör slaglängd, krafter, belysning o.s.v. De kvalitativa kraven utgörs av parametrar som prestanda, tillförlitlighet och användbarhet. Det största elektronikkravet ligger i att förbereda knappen för Kongsbergs egna patenterade variant av sensorering. Kravspecifikationen kommer att överlämnas till Kongsberg vid examensarbetets slut. Resultatet blir en typ av mall, med avsikten att dokumentet skall kunna användas och vidareutvecklas av företaget. De funktionella och kvalitativa kraven och data som författaren har antagit kommer att testas, vidare arbetas och vid behov ändras av företaget.

This report describes the results of the project "Concept development of jet engine inspection plugs" carried out in the spring of 2008. The work was done at the department of product definition at the company Volvo Aero in Trollhättan. The objective of the work was to develop concepts for a "Volvo-unique" inspection plug. The work is part of Volvo Aero's focus on proprietary (self-developed) technologies. Inspection plugs can be found on virtually all aircraft engines and gas turbines. They are used during inspections with fiber optics done at regular intervals during engine operation. Since the inspection plugs are screwed in and out many times during the life of an engine, it is important that the handling (the assembly and disassembly) is simple. It is also very important that the plugs are properly fixed in position to prevent them from coming off during operation. The focus of the work was to develop proposals on how the assembly and fixing of plugs could be designed to simplify the handling and have adequate and simple function. The procedure during the work was to first study relevant theory and methods that could be used. Then development was carried out according to the first steps of the systematic design methods. These steps include product specifications, concept generation, evaluation and selection of concepts, and development of selected concept. During the implementation, a number of tools and methods, including QFD, FMEA and decision matrices were used. Out of 14 developed concepts, two were chosen for comparison with a leading rival. Both developed concepts turned out to outscore the competitor and the main difference was the cost of production. One of the concepts was considered to have advantages over the other and was consequently chosen for further development. Geometry, manufacturing, materials, sealing and misalignment were the focus areas of the development. CAD models were made of the various design ideas that were identified and one principal inspection plug was recommended for further development.

The ocean covers more than 70% of the earth¡¦s surface. Taiwan is surrounded by the sea. The defense of the coastal areas and territorial waters depends on the navy, and the navy must make use of various types of warships to exercise command of the sea and safeguard marine peace. With the development of science and technology, weaponry today is more complicated. In order to meet the demand for fighting, warships have higher particularity and complexity than commercial ships. So during the construction of warships we must control the quality of shipbuilding, and guarantee that every performance of a warship can match the demands of fighting, and reach the best result of fighting applications. Based on the government policy of "domestic construction of warships", and the downsizing program of the military. This thesis will start from documented discussions, according to the characteristics of warships¡¦ construction, and adopt the Analytic Hierarchy Process (AHP) to exploit multi-estimate criteria models of the naval supervisors and the shipyard operation system. Then calculate the weights of all the characteristics and use the Quality Function Deployment (QFD) to build up the house of quality. This study will combine the theoretical and actual experiences to discuss the relation between the demands of the customer (navy) and the shipyard operation system. Several recommendations have been made in order to improve overall performance of the domestic construction of warships. We hope that domestic shipbuilding corporations can do long-term planning and investment on the construction of warships. The navy can also perform warships¡¦ construction frugally and independently. In this way, the navy and the domestic shipbuilding corporations can understand each other better and get the best benefits.

In vehicles one of the most important components which affect comfort of the driver and the purchasing decision is the driver&rsquo / s seat. In order to improve design of a driver seat in a leader company of automotive sector, a comprehensive analysis of customer expectations from the driver seat is performed with a cross functional team formed by representatives of design, marketing, production, quality and services departments. In this study, collection of customer voice data and development of an exceptional &ldquo / customer satisfaction estimation model&rdquo / using these data are presented. Data are modeled by the help of Logistic Regression. This model is able to estimate how much a given customer is likely to be satisfied with the driver seat at a certain confidence level. It is also explained how this model can be used to identify design improvement opportunities that help increase the probability that a customer likes the driver seat. The modeling and analysis approach used for the particular case is applicable in general to many other cases of product improvement or development.

¡iABSTRACT¡j Three internal fixed network companies started operations one after another in July, 2001. Instantly, telecommunication market is running into a state of intense competition in our country. Besides comparing with each company's price and the quality of product, customers also take the services into consideration. It is thus important to attract customers by conducting the cost and the services for telecommunication companies. That means, it is important to find the differences between products and the services. Thus, to remain a good relationship with customers is indispensable for a successful business. ¡§Call Center¡¨ is the key of the service. According the research, the operational efficacy of the service department is growing quickly. The growing domain is not only increasing the limit but also increasing the content. Thus, the business managers must have different views about their agents. The agents are no more low human resources. A good agent will benefit a focal point of strategic market by training. Call center will be from a ¡uCost Center¡vto a ¡uProfit Center¡v. Besides transmitting to the customers the ideas of the company, the products, the services and the operating ideals, the agents are also the moment of key point between the company and the customers. It needs to go with officials and managers, if an agent wants the customers to feel satisfied. To create the best values and products, the other personnel must help the agents. This research is an exploration, take company A as an example, of the moment of quality of inbound operation that customers call for telecommunication's Call Center with internal customers¡¦ viewpoints and external customers¡¦ suggestions of quality. To do a deeper constructional exploration systematically what kind of serviceable quality does customers need, this research utilizes the technique of QFD (quality Function Deployment) and found: First, customers request the quality of voice (external metrics). The important items are to handle questions correctly, answering rate, and the ability to solve problems. Second, the important items of service quality (internal metrics) include average handling time, percentage of calls handle on the first calls, the capability of solution, percentage of abandonment, and the ability of specializing knowledge. Third, functions of supportive system that effect on the servicing quality (concerning metrics). There are eight important items about it. It Includes the investigation of customer satisfaction, thrust out promote activity, setting up the evaluation of servicing quality, productivity of agents, handling of current working situation, setting up the objective and the measuring standard of servicing quality, thinking highly of call center, and handling of the unexpectedly events. According the documents and the operating system of call center and to promote the service quality, it offers suggestions of the operating system and methods to improve the countermeasure of management. It proves the crucial point of importance of total service systems.

This thesis describes the development of a Knowledge Management (KM) Assessment tool for the Operational level of the organisation. Its main focus is to help organisations to identify the KM activities and mechanisms that they could improve in order to improve their operational efficiency. Current KM literature is lacking in guiding organisations in what they need to do in order to implement and formalise KM in their operations with a view to improving operational efficiency. Therefore the aim of this thesis is to fill this gap in the literature and also to influence the manner in which KM is practiced. The research project has three distinct stages: the model development, modification and testing stages. The model development stage synthesises KM literature and a pilot study in order to develop a conceptual model of the KM assessment tool. The second stage of the research project describes the application of the tool in three organisations and details the modifications that were made as a result. Finally, the third stage tests the final version of the KM Assessment tool using four case organisations. The KM Assessment tool presented in this thesis is not a prescriptive KM solution; it emphasises the need to approach KM from a process and task specific perspective. Put another way, KM improvements should be implemented to reflect the processes and task charactaristics of each individual organisation. However, the thesis presents a method of evaluation of such that is unform across organisational types