A qualidade do serviço prestado pelas Atléticas da Universidade Federal de Juiz de Fora campus avançado Governado Valadares : uma análise com potenciais usuários através do uso da metodologia Desdobramento da Função Qualidade (QFD)

Abstract

With the growing requirement of customers, organizations need to find alternatives to diversify their products and develop them quickly, aiming to increase their market share. Combining, then, the knowledge of the athletic technical personnel is sought an effective association and satisfied members. "Listening to the customer" and turning your desires into accomplishments is the key issue. Before this, QFD or Quality Role Deployment is an important alternative for the conversion of consumer requirements into product quality characteristics required by customers. In this sense, the present work has the objective of performing reviews of how QFD can help UFJF-GV athletics to increase their sales. At the Governador Valadares campus, 10 athletic associations were founded, where two questionnaires were applied and all information was collected for the development of this research. Statistical calculations were performed to obtain the results. The technical requirements were also identified by identifying the most important aspects for the users that should be prioritized. After the application, the qualities, quality characteristics, procedures and the priority resources of the athletics were verified, as well as actions to meet the clients' wishes. The main priority factors identified were: price of products, planning of communication channels and characteristics present in the product (color, stitching and visual attributes in general).