Aplicação da metodologia QFD no transporte coletivo urbano de passageiros
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Data
2006-12-18
Autores
Pêgo, Flávia Ferraz
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Universidade Federal do Espírito Santo
Resumo
This paper has the objective of identifying the priority points of the Urban Passengers Transport System by bus within the city of Vitória ES by the passengers, hereafter referred to as `users´, the bus company and the office within the local Government, applying the Quality Function Deployment (QFD), that established the correlation between the company and both the Government body and users perception. From results obtained, it is the intention to give subsidies for the bus company and the Government body in order to prioritize some aspects relating to the quality of service, taking into consideration the users perception in relation to the importance of customer satisfaction. Amongst the stages of the methodology highlights the following: Questionnaire for the customers whereby the levels of customer satisfaction was gauged, and the degree of importance given to each issue found in previous research. Also including correspondence received in customer suggestion boxes was taken into consideration. Meetings taken place with both the employees of the bus company and the government body, whereby the employees identified the items necessary for monitoring and checking, and established its correlation of Quality Demand. From the outcome of both the results of the questionnaire and issues addressed at subsequent meetings, were built the matrix for quality of both Company and Government body, which resulted in the prioritization of monitoring and checking. In relation to the users satisfaction level, the research showed that more than half of those interviewed evaluated the items towards the fleet and crew as ´good´. The response relating to the actual operating of the company had the highest percentage of results identifying rated as ´regular´ ´bad´ and´ ´ very bad´. Also where the items that had the highest number of evaluations were rated ´very important´ and ` important´. In relation to prioritizing the items of the company monitoring, highlighted the items related to index of execution of trips and rate of occupation of the vehicle. In relation to prioritizing of checking by the Government body concluded that it had had three areas highlighted: to assure the accomplishment of the constant trips in the Orders of Service of Operation and to assure that the schedule of exit and arrival of the vehicles are accomplished. A further priority raised was the penalty which would be applied to the company in the event of a violation of the items being checked. Through this prioritization was observed a difference of point of view between the users and the Government body regarding the quality of service provided by the bus company. This indicated the necessity of a review of priorities of the Government body and the afore mentioned company.
Descrição
Palavras-chave
Urban Passengers Transport , Quality Function Deployment , Transporte urbano de passageiros , Desdobramento da função qualidade
Citação
PEGO, Flávia Ferraz. Aplicação da metodologia QFD no transporte coletivo urbano de passageiros. 2006. Dissertação (Mestrado em Engenharia Civil) - Universidade Federal do Espírito Santo, Centro Tecnológico, Vitória, 2006.