Improving quality in the spanish electrical sector : (Record no. 15599)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02378naa a2200277uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 6041712393421 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190527151356.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 060417s2006 xx ||||gr |0|| 0 d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | ROYO, M. Pilar |
| 9 (RLIN) | 24614 |
| 245 10 - TITLE STATEMENT | |
| Title | Improving quality in the spanish electrical sector : |
| Remainder of title | A QFD application |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | UK : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | June 2005 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | The typical electrical company in Spain is at present surrounded by an environment of progressive liberalization in the sector, where quality has become a key factor in competitiveness. In order to improve its quality the company needs to be aware of the expectations of its customers and how to satisfy them. In this article, the key processes of the Distributing and Retailing companies of the Spanish electrical sector are defined, identifying internal quality indicators associated with the expectations of the final customer. The objective of this work is to provide the companies that distribute and commercialize electrical energy with a methodology that allows them to identify the focal point of their organization. This should also determine on which processes, customer service channels, or other services they should concentrate in order to satisfy their customers' expectations, while continuously improving quality. The QFD method (Quality Function Deployment) is applied in order to correlate the expectations of the customers and the internal indicators of these processes. We have taken as a starting point the results of a study on the expectations of customers of the company Endesa, which represents approximately 40% of the electrical market in Spain. The opinions of ten experts of the same company have supplied the basis for the correlation of the expectations with the indicators of the basic processes. The results lead to improvements in the basic processes. |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Quality |
| 9 (RLIN) | 16492 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Improvement |
| 9 (RLIN) | 24610 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Quality function deployment |
| 9 (RLIN) | 17911 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Electrical sector |
| 9 (RLIN) | 24615 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Consumidor |
| 9 (RLIN) | 16430 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Expectations and quality indicators |
| 9 (RLIN) | 12630 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | TRICÁS, Jesús |
| 9 (RLIN) | 24616 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | TOMÁS, Xavier |
| 9 (RLIN) | 24617 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 16, 4, p. 555 - 569 |
| Place, publisher, and date of publication | UK : Routledge, June 2005 |
| International Standard Serial Number | ISSN 1478-3363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20060417 |
| Operator's initials, OID (RLIN) | 1239^b |
| Cataloger's initials, CIN (RLIN) | Natália |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20140620 |
| Operator's initials, OID (RLIN) | 0946^b |
| Cataloger's initials, CIN (RLIN) | karina |
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