Nas últimas décadas, a provisão de habitação de interesse social tem apresentado uma crescente complexidade, envolvendo uma rede intrincada de relações entre os diversos agentes e o Estado, que operam de maneira fragmentada. Neste contexto, existe a necessidade de gerenciar os requisitos dos clientes de forma a processar e disponibilizar as informações adequadas para apoiar a tomada de decisão no processo de desenvolvimento do produto. O objetivo principal deste trabalho é propor uma sistemática para o processamento de requisitos dos clientes de empreendimentos habitacionais de interesse social, a fim de aumentar a satisfação dos usuários dos mesmos. O método de pesquisa foi dividido em três etapas: (a) estruturação dos requisitos; (b) ponderação dos requisitos; e (c) estudo da aplicabilidade do desdobramento da função qualidade (QFD). Primeiramente, buscou-se uma maneira de estruturar os principais fatores que afetaram a satisfação dos usuários de nove empreendimentos habiacionais, a fim de propiciar maior entendimento dos seus principais requisitos. Na segunda etapa, buscou-se analisar e comparar as diferentes percepções desses agentes para entender como esses perceberam os principais requisitos dos usuários, estruturados na etapa anterior. A última etapa buscou utilizar a matriz da qualidade do QFD no processamento de requisitos de cliente no contexto da HIS, com o objetivo de propor adaptações necessárias dessa ferramenta para sua aplicação neste contexto. O desenvolvimento dessa dissertação possibilitou a proposta de uma sistemática para o processamento dos requisitos dos clientes. A análise individual dos principais intervenientes auxiliou no processamento de dados, com o qual formam desenvolvidos dispositivos visuais que auxiliaram na sistematização dessas informações, possibilitando análises diversas. A aplicação da matriz da qualidade do QFD propiciou a oportunidade de um processamento integrado, à medida que os dados dos usuários e dos agentes puderam ser analisados conjuntamente, possibilitando um fechamento das etapas anteriores. / In the last few decades, the provision of social housing has become more complex, involving a network of relationships between several stakeholders and the government, which tend to operate in a fragmented way. In this context, it is necessary to manage client requirements, in order to process and make available suitable information for supporting decision making in the product development process. The main objective of this research work is to devise a protocol for client requirements processing in social housing projects, with the ultimate aim to increase the degree of users´ satisfaction. The research method was divided into three stages: (a) structuring of requirements; (b) weighing requirements; and (c) study of the applicability of quality function deployment (QFD). Initially, a method for structuring the main factors that affect the users´ satisfaction in nine housing projects was devised, in order to improve the understanding about their requirements. In the second stage, the different perceptions of the construction professionals involved in the product development process on the users´ requirements were analysed and compared. In the last stage, the QFD quality matrix was used for processing requirements, with the aim of proposing adaptations of that tool to the context of social housing. The individual analysis of construction professionals supported the processing of data that were used to produce visual devices, making it possible the development of several analises. The application of a QFD matrix created the opportunity for further processing clients’ requirements, since data from the users and from the construction professionals were analysed together, providing an opportunity to integrate data produced in the previous stages.

O objetivo deste trabalho é analisar a aplicação do método conhecido como Desdobramento da Função Qualidade no processo de desenvolvimento de embalagens. Este estudo é delimitado para embalagens de autopeças e foi realizado numa montadora de automóveis. A Casa da Qualidade, primeira etapa do método, foi utilizada pelo setor de desenvolvimento de embalagens da montadora para identificar e atender as necessidades dos seus clientes internos e orientar os fornecedores de autopeças no desenvolvimento de embalagens visando melhor qualidade e redução de custos. A pesquisa foi desenvolvida em 2008/ 2009. Essas necessidades foram obtidas por meio de pesquisa qualitativa com as áreas envolvidas no processo de desenvolvimento de embalagens. O trabalho pode ser classificado como exploratório, pois, a partir do levantamento bibliográfico do método QFD e da realização de entrevistas, buscou-se uma melhor compreensão do problema associado a constantes atrasos no cronograma devido à necessidade de alterações da embalagem protótipo. Como resultado preliminar, este estudo permitiu visualizar aspectos importantes relativos a embalagens que não eram considerados na fase inicial do desenvolvimento. Isso ocasionava constantes atrasos no cronograma de aplicação da peça nacional devido à necessidade de alterações na embalagem protótipo. / The objective of this study is to analyze the method known as Quality Function Deployment in the development of packaging. This study is limited to packing of parts packaging and it was carried out in a factory of assembly of cars. The house of quality, first step of the method was used by the industry to develop packages of the factory to identify and meet the needs of your internal customers and direct suppliers of parts in the development of packages aimed at providing better quality and reduced costs. The study was conducted in 2008 / 2009. These needs were obtained through qualitative research with the areas involved in the development of packaging. The work can be classified as exploratory, because from the literature of the QFD method and interviews, we sought a better understanding of the problem associated with constant delays in planning due to the need for changes to the packaging prototype. As preliminary result, this study allowed the visualization of important aspects relating to packaging that were not considered in the initial phase of development. This occasioned the frequent delays in the planning of implementation of the national part due to the need for changes in packaging prototype.

O rebite de repuxo, também conhecido como rebite cego, é um elemento de fixação utilizado em inúmeras aplicações, destacando-se a linha branca, a indústria automotiva e a de esquadrias. O presente trabalho aplica o método QFD para os serviços de uma empresa metalúrgica de conformação a frio de rebites de repuxo, para identificar as necessidades dos clientes e como atendê-las. Tem como objetivo melhorar a qualidade dos serviços envolvidos, possibilitando a elaboração de planos de qualidade que podem transformar as necessidades dos clientes em ações a serem desenvolvidas pela empresa. O modelo conceitual de QFD escolhido para a aplicação desta técnica possibilitou a conclusão de aspectos considerados fundamentais aos clientes, tais como: a agilidade na resolução de problemas com suporte técnico capacitado e formulário para repasse das informações, além de um funcionário responsável por esse cliente e atendimento de forma geral, se tornando um estudo detalhado das necessidades dos serviços prestados pela empresa. / The rivet of drawing, also known as blind rivet, is a setting element which is used in several applications, specially in line products, in the automotive industry and in framing. The present work applies method QFD for services in a metallurgic company of cold shaping of blind rivets, to identify the needs of the customers. It has as objective of improving the quality of the involved services, making possible the elaboration of quality plans which can transform the necessities of the customers into actions to be taken by the company. The conceptual model for the application of this method made possible the conclusion of aspects considered essencial by the customers, such as: the quickness in the resolution of problems with support able technician and form to transference of the information, beyond a responsible employee for this customer and attendance of general form, becoming a detailed study of the needs of the services provided by the company.

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由於大環境的改變，公司間的競爭越來越激烈；顧客對新產品的需求也因為新技術的出現日益增加。為了因應全球化競爭及產品生命週期縮短的大環境，迅速及優異的新產品發展成為公司重要的競爭優勢。為了強化公司的競爭優勢，新產品發展已成為一重要議題。本論文著重於研究改善新產品發展的過程，探討影響新產品發展的關鍵因素，尤其是生產與研發間的關係。 本論文分為五個部分，第一章探討新產品發展的概念及基礎理論，說明新產品發展從單一功能政策進化為今日的跨功能性政策的一環。第二章對影響新產品發展的關鍵因素做詳盡介紹，說明跨功能性的整合將會是新產品發展成功的關鍵方法。第三章仔細討論研發與製造間的關係，並將兩者的角色由傳統的分別為單一部門功能的觀點打破，且將產品的設計與製程均視為新產品發展的重要功能，試圖詮釋將單一個人╱部門的知識與成功的新產品發展連結的可能性。第四章將探討知識傳遞的限制、知識管理及組織學習的基本理論。第五章將介紹重要的管理上、組織上及技術上的支援工具，並希望藉由這樣的分析能夠瞭解新產品開發過程中各關鍵因素間的關係。第六章將介紹實務上所使用的新產品開發觀念，這部分的資料是由個案訪問而來，選了三家不同產業具國際營運的公司為例，對實務做驗證。最後，提出一新產品開發的「最佳實務」，包括了重新定義新產品開發過程中的功能，並提出一良好管理新產品開發的建議。 / Nowadays the competitions among companies become more and more fierce due to the dramatic change of competitive environment. The demands of new products are accelerated by the emerging new technologies. The rapid and excellent new product development (NPD) has become a great strategic advantage to be accommodated to the global competition with shorter product life cycle. In order to enhance the competitive advantage, improving NPD has become a vital issue for companies. This thesis focuses on improving the NPD process. Factors influencing the NPD process are discussed in detail, especially the interface between R&D and production. The thesis is divided into five parts, starting with a general view on NPD in the first chapter. There it will be shown, how NPD has changed over the last decades from a traditional approach of functional-development to a cross-functional process today. Factors influencing this effective collaboration are presented in chapter two. In chapter three, the interface between R&D and production is directly scanned. It will be distinguished between the individual knowledge bases of the different departments. Process and product knowledge can be identified as the parts to be matched and will be illustrated. Consequently, the possibilities of linking those knowledge bases during NPD are shown. Chapter four will focus on the limitations of knowledge transfer and the fundamentals of knowledge management and organizational learning will be presented. In chapter five, supportive organizational, managerial and technological tools will be analyzed. The multiple views on NPD assure that all factors influencing the process are analyzed and proven according to their leverage on the process. In chapter six, currently used NPD concepts are outlined. The information presented was gathered through interviews carried out at globally operating companies who have technological centers and production sites in Sweden. To avoid focusing on NPD practices in an industry, the companies were chosen according to their product lines and customer segments. The final part will present best practices in NPD. This includes reconsidering all the discussed aspects and presenting a recommendation about how to organize NPD superiorly.

Ces dernières années, la conception de produit vise de plus en plus à remettre le client aucentre du processus de développement. De nouvelles méthodes et outils ont permis de formaliser nonseulement l’identification des besoins et des attentes du client mais également leur transformation enexigences. Cependant, malgré les progrès récemment apparus dans ce domaine, la notion de valeurperçue par le client qui est associée au produit reste faiblement considérée durant le développement duproduit alors que la perception de cette valeur par le client va jouer un rôle clé au moment du choix duproduit.Dans cette thèse, nous proposons une approche normative visant l’intégration de la notion devaleur du produit dans le processus d’établissement des exigences. Un état de l’art présente lesconcepts et les pratiques impliqués dans le déploiement de la fonction de qualité, étroitement liée auprocessus de spécification des exigences basé sur la valeur. Ces concepts sont relatifs aux notionsd’objectifs, de modèles de la valeur, de fonctions d’utilité multi attributs et de hiérarchie et de réseauxd’objectifs.Notre approche se déroule en 4 étapes : (1) identifier et structurer les objectifs à partir del’expression des attentes du client, (2) spécifier les attributs de la valeur perçue par le client etconstruire un modèle de la valeur client, (3) transformer les objectifs en exigences pour construire unmodèle global de la valeur produit et (4) dériver ce modèle global en un modèle de la valeur pourchaque composant du produit. Cette approche permet ainsi de prendre en compte explicitement lavaleur produit perçue par le client en l’intégrant dans les phases de développement, ce qui favorise uneconception proactive dirigée par la valeur.Nous l’illustrons sur un exemple d’avion de ligne développé en Vanguard Studio. Cet exemplea été élaboré par l’ensemble des partenaires au cours du projet Européen IST CRESCENDO et sert decas-test pour ce projet / Recently customer-based product development is becoming a popular paradigm. Customer needsand expectations are identified and transformed into requirements in systematic processes for productdesign with the help of various methods and tools. However, in many cases, these approaches fail tofocus on the perceived value that is crucially important when customers make the decision ofpurchasing a product. The requirements specification derived from these approaches are typicallyvalue-implicit.In this thesis, a prescriptive approach to derive value-based requirements specification is proposedby integrating the concept of value into the house of quality of quality function deployment. Anintegrated set of theories, methods and concepts is introduced in order to mitigate the sevenmethodological problems of house of quality regarding to establishing appropriate value-basedrequirements specification. The foundations of the approach include concepts of objective, valuemodel and consequence model, methods of means-ends objectives network, fundamental objectiveshierarchy, response surface methodology and value-driven design, and theory of multi-attribute utilitytheory. The procedure of the approach is a four-step process: (1) identify and structure objectives frominitial customer statements of expectations, (2) specify attributes and construct customer value model,(3) transform fundamental objectives into engineering characteristics to construct system value model,and (4) derive component value models from system value model. Through this procedure, initialcustomer statements can be reasonably derived into customer value model, system value model andcomponent value model. The benefits of the approach are that it enables (1) reasonably qualifying andquantifying customer value, and performing value modeling and simulation, (2) perceived customervalue being subsequently used reactively for design evaluation, and proactively for value-drivendesign.The approach is applied in the context of a European Community’s R&D project CRESCENDO tohelp constructing airlines’ group value model for commercial aircraft development. This applicationfocuses on the first two-steps of the approach, and the value models are implemented in businesssoftware Vanguard Studio

Para superar os desafios existentes na produção citrícola, relacionados ao dinamismo do mercado, às pressões fitossanitárias e à complexidade da produção, deve-se ter um elevado nível de conhecimento do processo produtivo que conduza à tomada de decisão adequada. Este conhecimento pode ser obtido pela compreensão de como os requisitos da produção, representados pela qualidade exigida, são afetados pelas variáveis do processo, representadas por características técnicas. Considerando-se que esta compreensão auxilia na manutenção e competitividade da cultura, o presente trabalho tem como objetivo identificar, sistematizar e priorizar as características técnicas para atender as exigências do processo de produção de laranjas destinadas à indústria processadora de suco. A identificação da qualidade exigida do processo e das características técnicas da produção foi realizada por meio de pesquisa bibliográfica. Identificou-se 38 itens da qualidade exigida, com base em 6 processos e 17 atividades realizadas para a produção de laranjas, e 114 características técnicas que afetam esta produção, organizadas em 7 grupos de afinidades. O método do desdobramento da função qualidade (QFD) foi utilizado para compreender a relação entre as qualidades exigidas e as características técnicas da produção, permitindo a sistematização. A aplicação do método também permitiu a priorização das características técnicas, em uma etapa denominada conversão. A priorização foi definida com base em um peso relativo calculado para cada característica na etapa de conversão, que representa a influência de cada uma sobre o processo produtivo. Do total de 114 características, 64 (56%) foram responsáveis por 80% do peso relativo total calculado. Notou-se que a influência de cada característica sobre o processo produtivo é diferente, apesar dessa relação não atender ao princípio de Pareto. A matriz de correlação, que identifica a relação de interdependência entre as características técnicas da produção, expôs ainda mais a complexidade e o caráter sistêmico da produção citrícola. / In order to overcome citriculture\'s challenges, related to market dynamics, phytosanitary pressures and production complexity, a high level of knowledge concerning the production process is necessary, leading to proper decision making. This knowledge can be achieved by comprehension on how the production requirements, represented by demanded quality, are affected by process variables, represented by technical characteristics. Considering that this comprehension helps to maintain proper condition and competitiveness of citriculture, this study aims to identify, systematize and prioritize technical characteristics to satisfy the requirements of the orange production process to attend juice industry. The identification of process quality demanded and technical measures was performed by bibliographical research. It was identified 38 items of demanded quality, based on 6 process and 17 activities performed on oranges production, and 114 technical characteristics that affect such production, organized into 7 affinity groups. Quality function deployment (QFD) method was applied in order to understand the relationship between quality demanded and technical characteristics, leading to systematization. This method also enabled prioritization of technical characteristics, in a process named conversion. The prioritization was based on relative weight, calculated for each characteristic in conversion process. This weight represents the influence of the characteristic on production process. From the total of 114 characteristics, 64 (56%) were responsible for 80% of total relative weight calculated. It was noted that the influence of each characteristics on production process were different, although this relationship does not answer to Pareto principle. The correlation matrix, that identifies the interdependence relationship between technical characteristics, exposed the complexity and systemic nature of citriculture.

<p>Företaget Multilens tillverkar glasögon med förstoringsoptik för personer med kraftigt nedsatt syn och stort behov av mer ljus när de läser. Det finns hjälpmedel som förstoringsglas, men med dagens LED-teknik vill Multilens undersöka möjligheten att tillverka glasögonbågar med LED-teknik implementerad i bågarna.  Detta projekt har genom designmetoderna Personas, Scenarios och Quality Function Deployment undersökt vilka funktioner ett par glasögonbågar med implementerad LED-teknik ska innehålla för att personer med behov av den sortens hjälpmedel ska kunna använda dem. Resultatet blev ett antal funktioner på Tytoglasses i form av kravspecifikationer. Tytoglasses har sedan visualiserats i form av en tredimensionell modell.  Denna tredimensionella modell illustrerar hur de olika funktionerna implementerats på glasögonbågarna och hur de är tänkta att fungera.</p>

The main aim of this report is to identify customer needs of outdoor products (jackets, pants, shoes etc.) directly through customer interviews and their consciousness about environmental and social sustainability. And my report can be used as a base for „product design‟ of Outdoor clothing. Also from my report both the suppliers and customers can get a good idea of „Environmental and social aspect of clothing technology‟.

Företaget Multilens tillverkar glasögon med förstoringsoptik för personer med kraftigt nedsatt syn och stort behov av mer ljus när de läser. Det finns hjälpmedel som förstoringsglas, men med dagens LED-teknik vill Multilens undersöka möjligheten att tillverka glasögonbågar med LED-teknik implementerad i bågarna.  Detta projekt har genom designmetoderna Personas, Scenarios och Quality Function Deployment undersökt vilka funktioner ett par glasögonbågar med implementerad LED-teknik ska innehålla för att personer med behov av den sortens hjälpmedel ska kunna använda dem. Resultatet blev ett antal funktioner på Tytoglasses i form av kravspecifikationer. Tytoglasses har sedan visualiserats i form av en tredimensionell modell.  Denna tredimensionella modell illustrerar hur de olika funktionerna implementerats på glasögonbågarna och hur de är tänkta att fungera.