A utilização do quality function deployment como ferramenta de priorização: Um estudo de caso

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Autor	Julio Cesar Ferrro de Guimarães - Eliana Andrea Severo - Marcia Rohr da Cruz - Pelayo Munhoz Olea - Carina Vedooto Scheneider Coutinho
Cargo	Faculdade de Tecnologia da Serra Gaúcha - Universidade de Caxias do Sul, PPGA PUC/UCS - Universidade de Caxias do Sul, PPGA PUC/UCS - Universidade de Caxias do Sul, PPGA UCS - Faculdade de Tecnologia da Serra Gaúcha
Páginas	14-29















!∀∀#

  ∃∀    %  &  &    &  ∀∀     

∀∋  ( &∀∀   )    ∗∀  (  +∀  

&∀,∀&−(.&∀

∀∀/∗&∀%/%+)%/

01∗    ,  ∀    &  &1 & ∀ 

& &∀%/    %∋  ∀.  (  /      

∀          ∀%/      &∋    .  

&)∀ (  ∀   2&∀∀  0  ∀&∀∀,

  2    &0∀    (    &    .  )3  &

&4567∗.∀.

 (∋  ∀∗     &(∋  &  ∀  (  /

2&∀∀  (∀ ) &∀%/ % 

  .,   )0∀ ∀∀+ ∗ . ∀)%/ ∀ 

%∋  &∀   ∀+    45  &∀       

.,&%/∀∀++%8&∀%∋2

/9&∀%/45∋&)∀1.∀(∗

%(∀,∀∀+∀:&(

(∀∀ (∀∀∀ &∀ , ;∀:

&(    &∀∀ &: ∀∀∀  ∀∗ 

∀∀45∋&∀∗∀∀3∀∋)%/

∀1,

 !4,%,,

∀# #∀+&.∀∀&∀

+=∀∋ =  =>∀  ∀∀ ∀>  =  ∀∀   ∀  .

&0∀, ∀∀   ∀  ∀&∀∀ ∀∀    &∀   ∀  =

  = ∀  +)∀  .  >∀    =   ∀,  +  ∀ ∀∀

∀&∀∀>∀&∋∀.+=∀∀

. ∀  ∀+ .)>  .∀ & ∀

)∀  2&∀∀ ∀∀,∀ ∀ &?

≅,,)

Α2∋ΑΒΑ∋≅∀,

Α2∋ΑΒΑ∋≅)∀,,)

Α2∋Α∋&,≅+,

,)

(∀    &  .∀  .  &+  &  45  64∀  ∀

5&∀7      ..∀  ∀  =∋  ∀+  >∀  ∋  = >  ∀

∀∀=∀    ∀  2&∀∀     ∀∀ ∀ >   &+

∀∀,.∀∀∀&∀)∀

∀∀∋&∀+ ∀45 ∀+&∀ ∀,

&∀∀ . 45  )   .=∀   (∀   ∀∀

∀?,&∀∀(∀∀(∀∀∀

&    ∀, ;∀  ∀  =    >∀      ∀  &&  ∀  ∀

∀∀∀.∀.∀&45∋&&+∀∀∀∀(∋

∀&&∀.&∀∀,

∃%&∋4∀,,4∀∀5&∀,

()#∋∗+

 45  6    7  ∗    &  +  &∀

 .∀ (∋ ∀∀ ∀/∗  ∀∀∀∀,

45 &   ∀  1   (  (  ∀

&∀∗∋∀∋.∀ &0∀, ∋∗∀ .(

( &∀∀+&∀ )Χ∀%/ 45 .∀

0∀4,

∀(.&+%/.∀

∀  ,∆ ∀∀∋1. ∀

&&0∀%0∀Χ.∗+∀∋

)∀ +1∋ % ∀−∋∀,∋ ∆∀∀∋ ∀+ 45&  

∀3∀ &∀  ∀  ∋  2&∀∀   0    

∀3:& ∀ &+%/∋  .(

(&∀∀&&,

∆∀∀2∀∋∀∀+∀&)0∀. ∀)%/ ∀

%∋ &∀∀+45&∀  

% ( ∀ &2  12&3(



.& & (( &∀, 5) 

  ∀3∀    (∋  )        ∀∋  &      

&    ∀    3    &,  &:  (∋      ∀%/  

.∀(∀∀∋∀ %∀&3

(∀:&∀∀∀∀&+)%/

,

,−+∀−∀−./0− 

,1(0−)−∗2∋

> 6ΕΦΦ7∋∀+45 ∗/

∀3∀(∋(&0∀

& &∀)& ∀) ∀∀∀ ∀

      ∀3∀∋  %      (      &∀

.  ∀  )∀ &  (    &∀ &,

∋   (    &∀      ∀  1+∀∗   

∀,  45  ∗    ∀  (  ∀   ∀

&&(∀&&∋∀1+∀

&∀%∋&(∀∀∗+∋&%/∋

>∀+∋∀)%/6ΑΓΗΓΙ∆∋ΕΕ7,

+>Γ6ΕΕ7∋)∀∗:∀&+45Χ

7  ∀3 (Η)7  ∀.  

++&∀%Η7%/∀&0∀.)%/

∀∗#ϑΚ37%/∀&∀∗ϑΚ,

Λ  1    +  .8  (  2∀    ∀  

∀+  45    &∀      ∀%/    Α,  2∀    ∀  

∀(Μ∀%/∀45∀&&∀

  &3  ∀,    ∀  ∀∋    ∀  45  ∗  ∀  ∀∀∋  &

&∀&      .    )∀    (  ∋  +  (  

∀+ 0  &  5)∀  4∋   

&/,  ∀  ∗    ∀    &    +)  ∀   .    )∀

2∀∀6Ν∆∋ΕΕ 7,



,1,4 #44∋∋)∋∋5−∋∋∋−∗

∀(% &&∀ 

&∀,   &.: Ο  %   ∃∀.∀∋  

(∀+∀:&∀&3&1∋

∀∀&(&+ ∀∀+&∀∀&

%/,    .    6ΕΕ7    (  ∀∗   &∀  

∀ ∀1  ∀    +∋  ∋   ( %

&∀  &            &∀  ∀1  .    &∀∀  &  

∀∋∀.65!;5ΠΗΑ<Θ∋ΕΕ7,

&∀   (  % ∀  ∗    &∀∀ ∀

−((∀,∀∋((.)%

∀      ∀   ∀  ∀∀    ∀      (∀  

∀)∋((&)∀∀/.&∀1,.

Π∀ 6ΕΕ7 &( (   ∀  ∗ &

∀∀(∀/&∀&+(∀∀∗

  ϑΚ6 (∀  (    &  (  /  ∀−  ∀  ∀&    &&%/  /

&∀  ∀  +,   &(  ∀    (    &  (

&  ∀%/  ∀  &    ∀  ∀    ∀    Κ  

∀∋∀Κ&&&%8∀,Α∀&∀

∗(∀/.)%/2∀(&)∀

%/ ∀((∀∀ .∀)2&%& /

&∀∀+&∀∀∋(/∗∀

.%/,

)∀ 6ΕΕ7  (  &&  ∀& ∀ %  .%

∀&∗∀∀.∀.%/.3

+,∀∋((∀(&&&

.−:&∀∀∀  .∋ 0∀&∗ &∀∋

((&∀ ∀+  &∀∋  &%∋ ∀, ∋

∀∀    %      ∗  ∀    .3∋  &      )

∋ &  +3∀  )  ∀  (  &∀/

+ &  .∀,∆∀   ∀2∀  ( %∋  

∀∀.∀1∀%/)1&)−

0∀/&∀∋∀(

&∀∀,



+&∀.:.∀(∋∀∋

& ∀/  &8  ∋ ∀   & % 

2+% ∀,∀∀∋

∀&  %∀/    %/∀.%/

∀,

,17) −#∋−∗

5=6ΕΕ7%∀+.∀&∀∋∀∀

.%8(&&∀&&∀

&∀%,

∀ %∋ &01∀∀∀&&∀Ρ∀∀∗+

(∋ ∀ ∀ . & )∀  ∀  3  ((

∀.%∋&∀Ο∀3∀∀%

(∋  +  6Γ∆Γ∋  ΕΕ7  /Χ  7    %   ∗    )  3∋

&%1∀∀+3Η)7∀&%//

&   +Η  7  &9&(     ∀%/  /  (

 )Η  7&%/∋    / .∀   ∀&  &%, Λ

∀    %Η  7   %/    ∀  ∗  .∀  ∀∀∋  

∀ &∀%/%,∀ ∋∀2&∀∀∋ 

&)∀&∀+∀.,∀

∋  ∀ ∗ ∀Ρ∋ &∀ %/∀  &Η .7

%∗ ∀∀ &∀1∀&,∀∋  ∀∋)

∀∗∋&∀8∋∀∋&%/∋∀∗ 3   

&∀%&.∀(%&∀,

∀Μ∀(∋ 

∋    ∀  ∀    &  ∀      %    

+.∀∀,;∀ ∀&&∀&( &∀/&)

( & )     &.  +  (  

∀&∋.:−∀:3&,

+Σ6ΕΕ7&∀/&&∀∀

  (      &∀  (∀          %∋  ∀∀  

&∀/∀+3∀+3,∀∀(∀

+∀+3Β∀+3. ∀.∋++∀

&∀∀∀%/&,



,17−)2∋5−∋∋−∗

5∀  6ΕΕϑ7    (    (      .    ∀  

∀∀Ο2&∀∀∀&8&,

∀()∀.%/∀&&&

& ∀    ∀  + &∀  & 

,)∀6ΕΕ7∀)∗((9∀∀∀2∀

2&−   ∀∋  (  ∗  .∀  ∀∀ &  .∀  ∀+3    &  .∀

∀+3,∀∋Ν∀6ΕΕ7((∗ 32−

(&%&∀.Ο∀,

&6ΕΦΕ7(∗∀+&∀%∀

&.%8  &∀)  &  ∀∋  )  &  ∀    &%  0∀∋

&&∋ &∀+%(∀& 

&    )−     +%/Χ    ∀∋  .1∋  ∀    

+,

Ν1∀&(∃∀%,

&∀∀   / Γ>  6ΕΕ7 ∗)   .    (

(  & ∀∋    (  &0  &  ∀%/  ∋ .∀∋  

( . & &+,  )0∀  &      ∀

∀∀−.((&92&3,

Σ6ΕΕ7&(∀)0∀

)(∀∗ %/((

%&,∀&(((%&

)8Χ 7 .)Χ &∀&&∀ 

%  &∀      .1      &/,  ∀.    

&1    ∀   &    (∀Η  )7  ∀+3Χ    &−  .3  

∀%8∋  (&∀∋  &   ∀    %/Η  7  )Χ  

&%/&0∀&&&∀%Η7+%Χ

∀∀&+)∀∀.%

.)Η7 &∀Χ  ∀%/    &&

∀,

)∋∀8∋&∃∋/Ο

&∀  &  &(    Σ      6ΕΕ7∋    8  

&∀−    )  ∀/  &∀  &  +%    ∀)∋  



8  &∀/∋  ∀    3 ∀/  ∀  )   &

∃∀%/&//∀∀+Ο/

&∀,

7#∋.−

5)0∀∀∀+∋:&(2&∀9∋

(  &&  .      &)  ∀:    2&3∀,  

&0∀  ∗  .23∋  &)∀    %/        &∀

∀.∀∀,∀∀∗ &∀ & ∀∀  & (

∀  2&−  &1∀      &)  &(    1    2&

∀&/6;Θ∋ϑϑΦ7,

&∀&(∀:∀∋(∀

∀∀∗+  &((&2 ∀ ∀ ∀,

)∀&)0∀∋ (&&∀

∀∀∀6Ν∋ϑϑΤΗ;Θ∋ϑϑΦ7,

 )++∀∀)∗(∀∀(∀∀∀∋∀

&&9∀  )∀    &/  (∀∀    8      ∀  )1  

(∀.    ∋  +    ∀    ∀  &   &&%/  

∀∋  &∀∀,  ∗ ∋    )+  (∀∀∀  )  2

% ∀  1  6%/ :.∀7∋      ∀

+∀&0∀6Ν∋ϑϑΤΗΘΝ

71(#∋∋ 

 &(  .       Θ    .∋   (      1

&∋(.+∀∀1!;5Υ,Θ

2    ∋       &&%/  ϑ,ϑϑϑ )∀∀∋  

&∀3&∗∀,∀

%/)ς∋.%/

)   &&      ∗  &∀         

∀∀>),

5∀% ( %/∀9+∀

−∋   !;5Υ ∀∀       &(

 &  ∀.    &∀ &      ∀.%/ 

∀∋))∀∀,



717 5−∋ ∋

&(  ∋  ∀∋∀∀  &%/ %

&∀&.∋+&∀Ρ(∀

∀)Ο∀3∀(%%/.,

7171(4∗+0)#∋∋∋

.%/  )0∀ ∀.%/∀∋ %/ 

%&∀&!;5Υ∋ .:( &∃)/

1%%/.3)ς∋2

:∋∀1&,

.∀1.) !;5Υ∋& 01

∀∋∀&∀∀,

  &1  /  &∀    ∀∀        1  

% 3,∀∀∀ .− )

ς∋ ∀∀    &        ∀  /∀∋∀

.)∀:.%8)%.&∀,

7171,)!∋44∗+6−/−∋##−0− ∗+##−0− ∗+

+.∀16;Σ∋ϑϑΦ7&.∀3

∀∀:    ΤϑΚ        ϑΚ    ∋   ϑΚ  %∋  ϑΚ

∀ ΩϑΚ ∀∋( &∀ϑΚ  ∋#ϑΚ Σ 

ϑΚ,):(ϑΚ&&%/∀.∀∋ ϑΚ

∀∗ ϑΚ ∀1 &,&∀

1∀:∃∀∀∀∀∋&&∀Χ2

 22   Ξ# ,  ∃12  +&∀∋)∀ ∀∗ &∀ 

∃1(∀∗+∀Χ

2ΞΕ+&∀,

71717)!∋#∋−#−∀−∗+∋5#−)/−

.%/  ∀ ∀ (∀∀∀   ∀(

&∀)&8∀,∀∃

.1&:+∀.9Χ ΞΥΒ2!Β6ϑ7ΧΞ

∀∀&+&∀ΗΥΒΞ3+.ΡΗ!Ξ.∀



%/ΗΞ∀3∀)& ∀,

∀∗#Κ3+.Ρ#Κ∋)∀:

#∋ ,∀∀∀∗#∋ 2ΕΞΕ,

71718 ∋−)#∋ #∋∋∋

 ∀   &1  ..∀∀∗    &%/ (∀1∋

&∀&0∀∀&))3∀∀∀1∀,)

.+8+1.∋∀:

 ∀   ∀∀, (∀1)∀ .  

.%/)0∀∀&&(∋)&)%/

∀∀  (∀∀∀ 6(∀1  .7∋  ∀  ∀&∋ (∀  )  

&∀ .∀  .  %&∀ & &    %/

.&5!5,

Σ: &∀ (∀1 )∀∋ :  

∀+    ∀∀   1∋ )     ( &

∀,  ∗      ∀.    (∀1  )∀∋  ∀:

+  ( .  &)∀∗   2&−  &!;5

Υ∋  ∀∀( &( (∀∀∀,&∀ .%/

(∀.(∀1)∀∋:1

:∀∀(∀∀∀&(∋∀

∀∀(∀)3+&∀Ρ6∋∋7

(∋∀&%8∀,

8 9

81( #−:∋5−∋∋

∀(∗∀)∀.%/(∗∀

 (( ∀∗ ∀  (  &∀, &∀ 

  &(: ∀  

&& ∀3∀  (, ( ∀1

&∀.+ϑ∋+&(,

  .%/    (    .  ∀.    

(&∀3∀(∋∀∀3∀



/ &∀ ((∀∀∗∋ )0∀

1,∀3∀(∀/2&.+ϑ,

∀%/∀∀(

  ∀3∀    (  ∀:    +∀  )+Χ  Ε  &  2&

∀  ∀  .∀∋  Ω  &  ∗  ∀      &  ∀

.,∀3∀(∀):&.%82(3∋.

&∀%/(∋.∀3(

&.%8.&∋∀+∀%/(,

&.%8 ∀  &     ∋ &∀∀∋&∀  +

.∀%/∋&+∀/Ο.:∀∀  &9&

    .∋    ∀  &.%8     ∀  

,

  ∀%/    ∀    (  &∀  (  .  ∀)

&∀%/∀(∀3∀(,

+1.∀&∀ &/∀)∀,

∆+1.(6+ϑ7 &: ) (  +  ∀

&∀+&∀Ρ%/∀∋∀)

∀%/ & &∋ ((%/  ∀ ∀1

.2∀∀&∀%/∀,



−.;(#−:∋5−∋∋

∀Χ)&∀,

∆.+ ϑ∋  &:  )    ∀)%/    ∀    ∀3∀  

(∋  ∀  ∀  (    ∀  (    Ο    

( &∀   &∀Ρ∋ 0∋   %8 &&  

  ∀  ∀      &∀Ρ  &/    .2  &∀  

+.∀  )    &&      ( ∀.    &(

.,∀&∀Ρ∀/Χ∃%∀Β−∋∀

∋∀& ∀∀∀.∋%/.:∀∀)1

(&∀∋∀&∀∀)/∋&∀)∀&∃)∋



∃    ∀            ∀∋  ∃   + 

∀∀,

−.;,

∀Χ)&∀,

+ϑΧ1.∀3∀(,

∀Χ)&∀



81, #−:∋ =−∗

  ∀    &  ∀&    ∀3∀    (  

&∀∀      %    &∀  ., 

∀3∀(&∀(&8

&∀%/ %, ∆∀∀%/ ∀ %& ∋∀∗

∀.   ∀  3∀  (  21    &%/   &∀

,

  &  ∀&    ∀%/    ∀    %  .    

∀  ∀3∀   (   % 6507, %/

∀  &∀  ∗  ∀.  (  /    ∀    .∀  

∀∀   ∀3∀ (     ∀∀   

∀,

.%/ &∀Ρ&∀6;7 .

∀  &      (∀    &∀  ∀1  +  Ο  )∀%/  

∀3∀    (∋    ∋      ∀ %8    ∀.  

&∀&∀Ρ&(,&∀Ρ&∀

.  )∀      ∀    ∀  ∀    ∀

%∋∀3∀(&∀Ρ.&,

: ∀)∗∋    .  67      ∀&  6

%(Ο ( 2+,∆∀∀&∋∀%

.     &∀  Ο  .      ∀&  1   &∀  

(%8&∀%,

∀)∀∋:&%/ %

∀∋&∀Ρ%&∀

(%/,%/&∀&∀%/∗&∀∀(

&&%(&/&∀∀Ο(%8

,

∀&Β%∋.∀&&∀%/

∋(%/%   &∀∋ ∀∗ 

+1. 6.+  7   &%8  ∀&   &Ρ∀    &∀  

&, ∆∀  &:  &∀Ρ   &∀ 

&%/%.∀∋∀)%/

&∀,    &∀Ρ  ∀  &∀  .  )∀    

∀&2∀∀,



−.;8

∀Χ)&∀,

817 #−:∋ #−:∋ #

  )%/ ∀ ∋    

.:∀∀∋ .    ∀    (&∀  &∀    ∀∀

.3&1&∀&∀(∀∀&∀%/

%,∀∗∀):&(&∀

&∀    .:∀∀  (  2    2%/    (%8  

&∀∀2∀,

&∀%/∀&∀&∀%/

∀∋    ∀%/    ∀            .:∀∀

∀&∀,  Σ:   &%8  ∀      

.:∀∀ )∀: +1.∀ ∀  ( &∀

∀,  &∀  ∀  &∀  .:∀∀Χ .∀=∋

=  ∋  ( /.  .  ∀ 2+−

∀&∀,

∀∀.) &∀∀,∀ 

      .  ∀)3    +    &∀∋        

∀  ∀,   ∀.   ∀   ∗

).:&∀  (∀ &∋∀&&1

&∀&%(∀),∀&∋∀

    ∀    .:∀∀  ∗   :    &Χ  ∀  

(%/Β&∀%/∀&%/Β∀%/6∃∀7,∀(%/

∗&&3∀%/,

 .∀  &%/  ∀  ∀    &∀Ρ∋ ∀&: 

∀  &    ∀∀      (        ∀  +      



&∀Ρ∋  ()       &∀Ρ   ∀,  ∆  .+  #  &:

∀)&∀∀&∀Ρ∀&,

−.;>

∀Χ)&∀,

)−∋∗20−)−

∀∗  ∀  )∀  ∀  ∀)∋  ∀∀:  (  .∀

45&∀!Ψ5Θ5Υ∀.∀

%8    &Β%  (  ∀ ++    ∀∀ 

(&∀,

)0∀.∀)%/∀%∋ ∀ 

45∋    &  !Ψ5  Θ5 Υ∋  .  %      (  

&∀  ∀  ∀  ∀    &  &    &%/    45,    

∀%/    ∀    (  &:  &   (    &

∀∋  (  ∀    %8  .        ∀∋  ∀  

&3    +    ∀&    ∀    &Ρ∀  (  /  &∀

+.∀&∀Ρ&∀,

∀  &  /  &∀∀  &    ∀%/    )−  

&∋   &  + +∀ ∀.%/     ∀, 

∀+∀6457∋. .%8 &  ∀.%/&%/

   0∀ %8  (  )0∀     &Β% .  

+∀    (    & ∀,    45  &  ∀.    &∋

&∀∀∗1(02∀&(∀∀∀∀

)0∀%,



??

ΘΣΝ−∋∋−∗1/Χ>Σ>∋ΕΕ,

Γ∋Ι,

)+Χ∀∋∀∀∋ΕΦΦ,

;Ζ&&;∀∀∀,

!, ,+Χ;;,∋ΕΦΕ,

ΣΙ∋Θ,ΗΑ∆∋,−∗∋≅#−). 4#−)∋#Α∋

5−∋∋1/Χ∀:∆∋ΕΕ,

∋!,,

4∋ΕΦΕ,

Ν∆∋Θ,,∋∀)#∋)∗+−∋∋Χ∆∋ −∗+

)/−∋Α#∋) )#Ε#∋ )#∋5−∋∋##Χ∆1Χ

5&∀∀+%/∀∋ΕΕ ,

5!;5Π∋Π,Ν,ΗΑ<−∗## −)#Φ∋ −−1

Χ&∋ΕΕ,

5∆−∋∋−∗6/Χ>Σ>∋ΕΕϑ,

ΑΓ∋Π,Ν,ΗΓΙ∆∋∆,44 #−.) −−∋∋∋∀)#∋

0)∗+−∋∋Χ4∀>∋ΕΕ,

;Θ∋,,)&0∀&(, ,,Ζ,&,/Χ∀∋

ϑϑΦ,

Ν!;−∋∋∋−∗∀#!4 )5−#∋ −)#1/

Χ∆)∋ΕΕ,

;ΣΖ;∀∀∀Σ+.∀∀3∀,5&3Χ

[===,)+,+,)∴,∀,ϑϑΦ,

Γ∆Γ∋∆,1&Χ&∀

∀∋ΕΕ,

ΘΝ∀+,/Χ

∀Ν∋ϑϑ#,

ΘΘ∋,∋!)∋5−∋∋ΦΕ−−:)∋5−∋∋∋4∋#

−∗#Α∋∋)−)#∋41/Χ∋ΕΕ,

Ν∋,,,0∀∀1+&(∀%/Χ+&

∀1+∋∀)/∋∀%8∀,,,,&,/

Χ∀∋ϑϑΤ,

ΠΝ;,,4##)##∋4 −)#∋4)Γ)#Η

∗+1Χ&∋ΕΕ,



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