Aplicação da metodologia QFD no transporte rodoviário interestadual de passageiros em Vitória/ES

AUTOR(ES)
DATA DE PUBLICAÇÃO

2006

RESUMO

The aim of this work is to propose a methodology based on QFD that establishes a correlation between the passengers road transport vision and the sector surveillance technicians vision, providing subsidies for ANTT prioritization of some surveillance aspects taking into account the importance given by the users to some qualitative aspects. Therefore, the work intends to contribute to the regulatory agency (ANTT) performance over the private companies, as a way to assure the quality service and the tariffs adjustment. Among the methodolgy steps, two of them are enphasized, a questionary application for the users and the meetings with the surveillance technicians of ANTT. The quetionary was made from the collected data on the road terminal of Vitória-ES, through the ANTT/UFES accord, and its structure allows to establish a priorization of the quality items on users vision, and besides that to identify de satisfaction level of the offered services. On the ANTT technicians meetings, several surveillance items were identified and correlated with the mecioned quality items. The obtained information generated the Quality Matrix that resulted in a priorization of the surveillance items, taking into account the users vision. In regard to passengers satisfaction level, the research showed that the users are satisfied with the services givem by private companies, but sitll are some improvement opportunities. In regard to the quality items priorization, the conclusion is that the aspects related to punctuality, vehicles conditions and private companies employees behavior are the PRT users priority. As a final result, was important to notice that, even after the correlation with the ANTT technicians, the surveillance items related to the mentioned aspects kept as a priority, what reinforces the need of ANTT action on these aspects.

ASSUNTO(S)

quality on services engenharia civil transporte rodoviário de passageiros qfd passenger road transport qualidade em serviços qfd

ACESSO AO ARTIGO

Documentos Relacionados