Proposta de ações de melhoria para um protetor solar por meio da percepção da qualidade de seus clientes

Abstract

Quality is one of the key strategies responsible for achievement, satisfaction and loyalty of customers, and when it is initiated in product design, there are higher acceptance rates of the product and increase the competitiveness of the company. In this case, QFD (Quality Function Deployment) is a quality tool that translates customer needs into product or service requirements. This study aims to promote, through QFD, actions to improve the quality of a product to meet the needs and quality perception of customers. For this, a case study was held in a company, in which a model of QFD for manufacturing was applied to a sunscreen based on customer satisfaction survey. The analyzes and discussions present as results the necessary changes in the product in relation to its quality specifications, its parts, the production processes and the resources needed to meet the needs and perception of the quality of the customers.