Esse trabalho tem o objetivo de apresentar a aplicação do método QFD (Desdobramento da Função Qualidade) em uma Instituição Financeira, como um meio eficaz para ouvir a voz do cliente e assim fornecer dados e informações para que as necessidades e expectativas se traduzam em características do serviço, pois o método em questão é utilizado para desenvolver serviços e produtos, com a finalidade de garantir a qualidade desde a fase inicial até a finalização. Inicialmente, visando conhecer os requisitos de qualidade demandados pelos clientes, realizou-se uma pesquisa exploratória, por meio de questionários, aplicados pelos gerentes a uma amostra de 60 clientes do segmento denominado clientes essenciais de dez agências em diferentes cidades. As respostas obtidas foram convertidas em itens da qualidade demandada pelos clientes do segmento em questão. A seguir, para alcançar o objetivo pretendido, utilizou-se A Casa da Qualidade da técnica QFD, para identificar as principais necessidades e expectativas dos clientes e assim, realizar as adequações necessárias aos serviços e produtos oferecidos. Como resultado da aplicação do QFD, constatou-se que o preço das tarifas cobrado pela empresa, foi citado 20 vezes, representando 7% em relação ao total dos comentários e teve a importância corrigida da qualidade demandada igual a 10,15. O tempo de espera na fila foi citado 19 vezes, representando 6% do em relação ao total dos comentários e teve importância corrigida da qualidade demandada igual a 9,53. Esses itens representam as qualidades demandadas de maior relevância para os clientes, enquanto que o layout e a dimensão do espaço físico das agências bancárias representam 1,06% e 0,71% respectivamente, do total dos comentários. A importância corrigida da qualidade demandada do layout com 0,74 e a do espaço físico da agência com 0,34, indicam que esses itens representam as qualidades demandadas de menor relevância para os clientes. Em relação à importância das características da qualidade (IQJ), o aumento do número de empregados para efetuar o atendimento foi a mais importante com IQJ, igual a 85, enquanto que uma maior rapidez no atendimento foi a menos importante com IQJ igual a 11. / This paper aims to present the application of QFD (Quality Function Deployment)in a financial institution, as an effective means to hear the voice of the customer and thus provide data and information so that the needs and expectations are translated into characteristics of service, because that method is used to develop services and products, in order to ensure quality from the initial phase to completion. Initially, in order to meet the quality requirements demanded by customers, we carried out an exploratory survey, through questionnaires administered by managers at a sample of 60 customers in the segment called "key client" of ten branches in different cities. The answers were converted into items of the quality customers demand for the segment in question. Next, to achieve the desired goal, we used "The House of Quality" of the QFD technique, to identify key needs and expectations of customers and thus make the necessary adjustments to services and products offered. As a result of the application of QFD was found that the price of fares charged by the company, was cited 20 times, representing 7% of the total number of comments and had corrected the importance of the quality demanded equal to 10.15. The waiting time in queue was cited 19 times, representing 6% of the total number of comments and had corrected the importance of the quality demanded equal to 9.53. These items represent the qualities demanded of most relevance to customers, while the layout and size of the physical space of the banks, representing 1.06% and 0.71% respectively of total comments. The importance of the quality demanded of the corrected layout with 0.74 and the space agencys 0.34, indicating that these items represent the qualities demanded of less relevance to customers. Regarding the importance of the quality features (IQJ), increasing the number of employees to make the treatment was more important with IQJ equal to 85, while a faster call was with IQJ least equal to 11.

O principal objetivo deste trabalho é avaliar a qualidade de um site de governo eletrônico. Para atingir essa meta, a pesquisa descreve a aplicação da ferramenta Quality Function Deployment, QFD, para melhoria da qualidade do site da Secretaria de Estado da Habitação de São Paulo, SH, e Companhia de Desenvolvimento Habitacional e Urbano, CDHU. CDHU é a empresa do governo do Estado de São Paulo responsável pela execução do plano de habitação de interesse social para o Estado. O QFD foi desenvolvido no Japão, na década de 60, para melhorar a qualidade de produtos industriais desde o projeto. Apesar disso, o foco deste estudo é sua aplicação para melhorar a qualidade do site, apresentando as adaptações necessárias ao modelo original e observando as possíveis limitações de sua aplicação para esse fim. Como ponto de partida para a pesquisa, foram realizadas entrevistas com os profissionais de informática da empresa, responsáveis pelo desenvolvimento e manutenção do site, com outros colaboradores que utilizam diariamente o site da companhia e com o ouvidor da CDHU. Essas entrevistas, juntamente com a revisão bibliográfica, formaram a base para a elaboração de um questionário para avaliar a percepção dos clientes da CDHU sobre o site. O questionário foi aplicado a mutuários da CDHU para captar a voz do cliente e construir a casa da qualidade, principal produto da aplicação do QFD. O QFD mostrou ser uma ferramenta útil para priorização das mudanças a serem feitas no site e para iniciar discussões sobre a necessidade de sistematizar rotinas de teste e de melhoria contínua do site, além da gestão do conteúdo. Este trabalho abrange os temas Qualidade da Informação e Governo Eletrônico e apresenta sugestões de melhoria para o site da SH/CDHU. / The main purpose of this study is to evaluate the quality of an e-government website. To achieve that goal, this paper describes the advantages of using the Quality Function Deployment (QFD) tool to improve the quality of Secretaria de Estado da Habitação de São Paulo, SH, and Companhia de Desenvolvimento Habitacional e Urbano, CDHU, website. CDHU is a governmental company of São Paulo state which is responsible for developing urban plans focused on low revenues families. QFD was developed in Japan, in the 60s, to improve the quality of industrial products from the project. Even tough the focus of this study is the use of such managerial tool as a website quality inducer, presenting the necessary adjustments to original QFD model and pointing out some possible limitations of such application. First of all, interviews were conducted with technology information professionals from CDHU, who are in charge for the website development and maintenance; with CDHU workers who access company website daily; and with CDHU ombudsman. These interviews along with bibliography review allowed the development of a questionnaire to evaluate CDHU customers perception on its site quality and performance. The answers captured the voice of the customer and were used to build the house of quality, main deliver of QFD. QFD demonstrated to be powerful tool to help prioritizing desirable changes in the website and also to start PDCA discussions about the site content management. This study covers the Information Quality and E-Government subjects and it also presents improvement suggestions to SH/CDHU website as an answer to clients willing and recommendations.

En produktplanering utfördes på en lyftanordning kallad Häxan som används i rörverk 2012 på Sandvik AB i Sandviken. Denna lyftanordning lyfter rör för ånggeneratorer till kärnkraftverk, rören har därmed hårda toleranskrav. Produktplaneringen behövdes därför att problem med lyftanordningens funktioner under en längre tid hade påtalats. Konstruktionen var en utveckling av ett tidigare lyftverktyg som använts i rörverk 68 med samma syfte. Produktionen upplevde den nya konstruktionen som tung och svårarbetad. Målet var att upprätta en specifikation för nykonstruktion, omkonstruktion eller förbättring av befintlig konstruktion. Detta skedde genom metoden kundcentrerad planering eller QFD (eng. Quality Function Deployment) och intervjuer genomfördes för att samla in information och önskemål gällande konstruktionen. Nya villkor för konstruktion fastställdes med en halverad bärförmåga på ett ton mot tidigare två. Nya ytterdimensioner fastställdes och önskemålen att förenkla funktionerna kallade kam-krokar och L-krokar identifierades. Ett kvalitetshus upprättades där de tekniska egenskaperna bärförmåga, justeringskraft och antalet funktioner identifierades som de av störst vikt. Ett funktionselement föreslogs och analyserades med finita elementmetoden för att validera dess möjlighet till vidareutveckling. Slutligen utfördes en beslutsanalys med hjälp av beslutsträd för att ge ett underlag att välja inriktning på fortsatt arbete. Analysen tydde på att en förbättring av befintlig konstruktion med nytillverkning av tvärbommar med separerade glidskenor för de olika kroktyperna var att föredra. Det identifierades också några problem i omgivningen där främst en omkonstruktion av ett mellanlager ansågs som en bra åtgärd. Förbättringen av nuvarande koncept bedömdes ligga i linje med de kundönskemål som identifierats under arbetet och en frågeställning angående konstruktionens materialval diskuterades. / A product planning was performed on a lifting device called Häxan used at Sandvik AB in Sandviken. This lifting device lifts tubes for steam generators for nuclear power plants.  As part of a nuclear power plant, the tubes got tough tolerance requirements. The product planning was needed due to problems with the lifting device. The design was a development of an earlier lifting device used in pipe mill 68, serving the same purpose. The production line experienced the new design as heavy and difficult to handle. The goal was to establish a specification for a new design, for remodeling or improvement of the existing design. The product planning was performed by quality function deployment (QFD) and interviews were conducted to collect information and requests concerning the construction. New conditions for the design were determined by which reducing the carrying capacity to one thousand kilograms compared to the previous two thousand was made possible. New external dimensions and the need for simplifying the functions called comb-hooks and L-hooks were identified. A house of quality was established in which the technical characteristics of greatest importance were the following: Required force for adjustment, carrying capacity and number of functions. A function element was proposed and analyzed by finite element method to validate its potential for further development. Finally a decision analysis using decision trees were performed to provide a basis for choice of action. The analysis indicated that an improvement of the existing design with manufacturing of new cross bars with separate skids for the different hook types were preferred. Some problems in the environment were also identified and the redesign of an interim storage was considered a good measure. The improvement of the present concept is deemed to be in line with the customer requirements identified during the work, an issue concerning the construction materials is discussed.

Abstract The era of mobile communications and mobile services has begun. The ongoing mobile revolution has dramatically and fundamentally changed our daily lifestyles, and it will continue to do so in a foreseeable future. For the next generation, mobile service end users have more demands for such services. This thesis examines the challenging user perspectives in designing and developing high value added mobile services. The aim of this research is to develop reference models and elicit user requirements for 3G and beyond mobile services in order to improve the quality of mobile services. This thesis first examines the existing architectures and models for high value added mobile services, followed by the contributions of the thesis. In this thesis, a Cyberworld model, which is a contribution to the WWRF reference modeling initiative and a specification of the WSI reference model, was developed and it serves as a basis for 3G and beyond mobile services design and development. A series of definitions of the Cyberworld model and a roadmap of the enabling technologies were also built up. The emphasis of this part is on how to describe and model user participation in mobile services. For this purpose, a model of the communication element to represent the components of the wireless world was created. Both static and dynamic reference modeling steps were established to better describe and understand user participation in mobile services. The validation was achieved through the CyPhone navigation mobile service. In order to enhance mobile service mobility, personalisation, and security, an ontology based model was developed to extend the Cyberworld model functionalities. The innovative ontology based mobile system will greatly increase service mobility, personalisation and security, thus improving the quality of mobile services. The ontology based model was illustrated and validated using a healthcare mobile service. A Quality Function Deployment (QFD) approach was adopted in this research in order to elicit, weigh and prioritise actual user requirements and link them to technical design requirements of mobile services. Traditionally QFD is employed in manufacturing industry. This approach is now extended to the mobile service industry for the first time. In this thesis, a detailed step by step QFD approach was proposed for designing high value added mobile services. As a result, the developed mobile services will better meet users' wants and needs which also means that the quality of mobile services will be significantly improved. The QFD approach was validated through a mobile e-learning service and another dedicated healthcare service for senior citizens. Through development of reference models and examination of user requirements for 3G and beyond mobile services from user perspectives, this thesis contributes to the design and development of high value added mobile services.

Diversos modelos foram criados para representar o processo de desenvolvimento de produto nos últimos anos. Entretanto, a adaptação destes modelos ao desenvolvimento de serviços na era web ainda é incipiente. Nesta área, a sistematização do processo de desenvolvimento de novos serviços necessita de maior fundamentação teórica e prática, principalmente pelo alto crescimento do setor de serviços web. Essa dissertação propõe uma sistematização do processo de gestão do desenvolvimento de novos serviços e-serviços fornecidos exclusivamente pela web, denominados nesse estudo de serviços web. Como forma de atingir este objetivo são propostos nesse trabalho um modelo padronizado de gestão do desenvolvimento para novos serviços web e um método de planejamento da qualidade com base no QFD (Desdobramento da Função Qualidade), considerando indicadores de qualidade e custos para a definição de prioridade de demandas e melhorias aplicado em um portal de jogos casuais. Por fim, apresenta-se uma demonstração de aplicação do modelo de gestão do desenvolvimento e do método de planejamento da qualidade, orientando os gestores no processo de desenvolvimento de novos serviços web para o desenvolvimento de um serviço de classificados online. / In recent years, several models representing the product development process have been created. However, the adaptation of such models to Web services development is yet to grow. In this regard, systematization of the development process for new services requires further practical and theoretical substantiation, particularly because of the significant growth of the Web services sector. This study proposes a systematization of the development management process for new e-services provided exclusively on the Web, hereafter referred to as Web services. Consequently, this study proposes a standardized model to manage the development of new web services and a quality planning method based on Quality Function Deployment, by considering cost and quality indicators as a way to set improvement and demand priorities applied to a casual gaming portal. Finally, the application of the development management model and the quality planning method are demonstrated with regard to development of an online classifieds service, and guidance presented for managers involved in such development processes.

Atualmente, a busca pela permanência no mercado frente à competitividade acirrada de clínicas de ortopedia e reabilitação particulares é cada vez mais frequente. Diante deste ambiente competitivo, a busca pela excelência nos serviços prestados é o diferencial para a sobrevivência destas clínicas no mercado. Este trabalho tem por objetivo melhorar a prestação dos serviços e fidelizar os clientes através da aplicação do Desdobramento da Função Qualidade em uma clínica de ortopedia e reabilitação localizada em Santa Rita do Sapucaí, Minas Gerais, mais conhecida como Vale da Eletrônica. A metodologia QFD avalia as necessidades e expectativas dos clientes através da aplicação de questionários preenchidos pelos mesmos, auxiliando na identificação do nível de serviço oferecido. Como resultado da aplicação da metodologia QFD constatou-se que a `Acessibilidade (rampa) é a qualidade demandada de maior relevância para os clientes com um IDi* de 42,66 e Média de atendimento de cadeirantes na clínica é a característica de qualidade mais importante com um IQj* de 135,98. O objetivo proposto neste trabalho foi alcançado, visto que o QFD apontou os itens considerados mais importantes pelos clientes que organizados em um plano de melhorias, possibilitou o cumprimento das ações nos prazos estipulados visando melhorar a qualidade nos serviços prestados pela clínica. / Currently, the searches for retention in front of the fierce competitiveness of private orthopedic and rehabilitation clinics are more frequently. Facing this competitive environment, the search of excellence in services is the differential for the clinics that survives in the market. This paper aims to improve delivery service and build customer loyalty through the application of Quality Function Deployment in a clinical of orthopedics and rehabilitation located in Santa Rita do Sapucaí, Minas Gerais, also known as Electronics Valley. The QFD methodology evaluates the customer needs and expectations through the application of questionnaires filled by them, helping to identify the level of service offered. As a result of the QFD methodology application was found that the `Accessibility (ramp) is the greatest relevance of quality demanded to customers with an IDi* of 42,66 and `Average attendance of wheelchair at the clinic is a quality characteristic more important with an IQj* of 135,98. The objective of this paper was reached, since the items appointed by QFD and considered most important by customers were organized an improvement plan, allowed the fulfillment of actions on schedule to improve the quality of services provided by clinic.

Der Einsatz von Digital Mock-Up-Techniken (DMU-Techniken) ermöglicht es, die Produktentwicklung effizienter und effektiver zu gestalten. Das Ergebnis der Promotion stellt ein Quality Function Deployment-gestütztes methodisches Verfahren dar, mit dessen Hilfe DMU-Techniken in die Produktentwicklungsprozesse der Automobilindustrie eingeführt werden können. Das methodische Verfahren wurde innerhalb eines großen deutsch-amerikanischen Automobilunternehmens entwickelt. Vorteile des Einführungsverfahrens sind die geringeren Aufwendungen bei der Implementierung von DMU-Techniken. Weitere Vorteile des Einführungsverfahrens sind die strukturierte Dokumentation des Einführungsprozesses, die stringente Verwendung der Kundenanforderungen, die Konzentration des Expertenwissens auf einige wenige Visualisierungstechniken (House of Quality).

Die Wettbewerbssituation hat sich für Banken in den vergangenen Jahren deutlich verschärft. Auf höhere Kundenerwartungen hinsichtlich Preis und Qualität, sowie auf steigende Betriebskosten müssen Banken mit einer klaren Kundenorientierung und einem effizienten Kostenmanagement reagieren. Das in der Arbeit dargestellte Konzept des Target Cost and Quality Management (TCQM) beruht auf den Grundüberlegungen des Target Costing, wird jedoch zu einem integrierten Instrument der Planung und Steuerung der Kosten und der Qualität von Bankleistungen ausgebaut bzw. adaptiert. In der Arbeit werden zunächst vor dem Hintergrund verschiedener Auffassungen in der Literatur bezüglich des Charakters und der Systematisierung von Bankleistungen das Verständnis der Bankleistung thematisiert. Im Anschluß daran werden die für das TCQM grundlegenden Konzepte des Target Costing und des Total Quality Management/Quality Banking erläutert und daraus ein grobes Phasenmodell des TCQM abgeleitet. Dieses Phasenmodell wird in einen strategischen Rahmen eingebettet. Nachfolgend wird, aufbauend auf einer allgemeinen Darstellung des Prozesses der marktorientierten Bankleistungs-/Prozeßgestaltung, die Festlegung von Preis-, Qualitäts- und Kostenzielen detailliert erläutert. Grundlage für eine marktgerechte Zieldefinition ist die Identifikation und Bewertung von Kundenanforderungen. Für den konkreten Einsatz der in der Arbeit dargestellten Instrumente und Methoden ist insbesondere die Differenzierung der Kundenanforderungen nach Basis-, Leistungs- und Begeisterungsanforderungen sowie nach merkmals- bzw. ereignisorientierten Anforderungen relevant. Mit Hilfe verschiedener, aufeinander abgestimmter Tabellen können dann konkrete Ziele abgeleitet werden. Den Ausführungen zur Zielfestlegung schließt sich eine Darstellung von Methoden zur Unterstützung der Zielerreichung an. Ein Schwerpunkt wird auf das bankspezifische Prozeßkostenmanagement aufgrund seiner erfolgskritischen Bedeutung für das TCQM gelegt.

Die Wettbewerbssituation hat sich für Banken in den vergangenen Jahren deutlich verschärft. Auf höhere Kundenerwartungen hinsichtlich Preis und Qualität, sowie auf steigende Betriebskosten müssen Banken mit einer klaren Kundenorientierung und einem effizienten Kostenmanagement reagieren. Das in der Arbeit dargestellte Konzept des Target Cost and Quality Management (TCQM) beruht auf den Grundüberlegungen des Target Costing, wird jedoch zu einem integrierten Instrument der Planung und Steuerung der Kosten und der Qualität von Bankleistungen ausgebaut bzw. adaptiert. In der Arbeit werden zunächst vor dem Hintergrund verschiedener Auffassungen in der Literatur bezüglich des Charakters und der Systematisierung von Bankleistungen das Verständnis der Bankleistung thematisiert. Im Anschluß daran werden die für das TCQM grundlegenden Konzepte des Target Costing und des Total Quality Management/Quality Banking erläutert und daraus ein grobes Phasenmodell des TCQM abgeleitet. Dieses Phasenmodell wird in einen strategischen Rahmen eingebettet. Nachfolgend wird, aufbauend auf einer allgemeinen Darstellung des Prozesses der marktorientierten Bankleistungs-/Prozeßgestaltung, die Festlegung von Preis-, Qualitäts- und Kostenzielen detailliert erläutert. Grundlage für eine marktgerechte Zieldefinition ist die Identifikation und Bewertung von Kundenanforderungen. Für den konkreten Einsatz der in der Arbeit dargestellten Instrumente und Methoden ist insbesondere die Differenzierung der Kundenanforderungen nach Basis-, Leistungs- und Begeisterungsanforderungen sowie nach merkmals- bzw. ereignisorientierten Anforderungen relevant. Mit Hilfe verschiedener, aufeinander abgestimmter Tabellen können dann konkrete Ziele abgeleitet werden. Den Ausführungen zur Zielfestlegung schließt sich eine Darstellung von Methoden zur Unterstützung der Zielerreichung an. Ein Schwerpunkt wird auf das bankspezifische Prozeßkostenmanagement aufgrund seiner erfolgskritischen Bedeutung für das TCQM gelegt.

Detta examensarbete är utfört på Astrazeneca Södertälje inom Meto-försteg som är en del av fabriken API, med syftet att effektivisera underhållsarbetet. En kartläggning av det förebyggande underhållet genomfördes, i syfte att identifiera underhållsarbete som utförs dubbelt av både operatörer inom API och underhållsleverantören Caverion. Examensarbetet presenterar en redogörelse för begrepp inom underhåll, TPM (Total Productive Maintenance) och beslutsmodellen QFD (Quality Function Deployment) vilka utgör den teoretiska utgångspunkten för resultat och analys. Examensarbetet bygger på insamlade observationer och intervjumaterial från personal verksamma inom drift och underhåll. Studiens resultat visar att det genomförs överlappningar i underhållsarbetet, exempelvis inom veckotillsyn och förebyggande underhåll (FU) inom fabriksdelen Meto- försteg. Både operatörer och Caverion genomför underhållsåtgärder som innefattar visuell kontroll av oljenivåer, läckage, missljud, vibrationer för ett antal maskiner. En tydligare fördelning av underhållsåtgärder mellan operatörer och Caverion kommer bidra till effektiviseringen av underhållsarbetet. / This thesis was carried out at Astrazeneca Södertälje within Meto-pre stage, which is part of the factory API, intending to streamline the maintenance work. Apreventive maintenance survey was carried out, to identify maintenance work that was performed twice by both API operators and the maintenance provider Caverion. The thesis presents an account of concepts in maintenance, TPM (Total Productive Maintenance), and the decision model QFD (Quality Function Deployment) which constitute the theoretical starting point for results and analysis. The thesis is based on collected observations and interview materials from staff active in operations and maintenance. The results of the study show that there are overlaps in maintenance work, for example in weekly supervision/inspections and preventive maintenance (FU) within the factory part Meto-pre stage. Both operators and Caverion carry out maintenance operations that include a visual control of oil levels, leakage, noise, vibrations for several machines. A clearer distribution of maintenance measures between operators and Caverion will contribute to the streamlining of maintenance work.