QFD applied to the automotive vehicles technical assistance

Resumen

This paper presents an application of the Quality Function Deployment (QFD) technique at a technical assistance organization for automotive vehicles placed in São José dos Campos – SP, that gives technical assistance after sales as a support for automotive industry. The QFD technique is used to identify the customers’ demands and how to attend them, looking for quality improvement of the assistance going through all the processes involved, proposing quality plans which can transform the customers’ demands in actions to be developed by the organization. The real demands of the customers were identified by applying to them a form to be filled, and after analysis, the results were associated to the processes of the management systems. Those information were treated using statistics and were integrated with the QFD technique. The QFD technique allows identify: demand of customers, performance indicators to evaluate these demands, characteristics of the services demanded, and the needed resources. The application of QFD technique laid to the development of quality plans with critical points pointed at the deployment of the matrix.