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| 008 | 060417s2006 xx ||||gr |0|| 0 d | ||
| 100 | 1 |
_aROYO, M. Pilar _924614 |
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| 245 | 1 | 0 |
_aImproving quality in the spanish electrical sector : _bA QFD application |
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_aUK : _bRoutledge, _cJune 2005 |
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| 520 | 3 | _aThe 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 |
_aQuality _916492 |
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| 650 | 4 |
_aImprovement _924610 |
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| 650 | 4 |
_aQuality function deployment _917911 |
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| 650 | 4 |
_aElectrical sector _924615 |
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| 650 | 4 |
_aConsumidor _916430 |
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| 650 | 4 |
_aExpectations and quality indicators _912630 |
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| 700 | 1 |
_aTRICÁS, Jesús _924616 |
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| 700 | 1 |
_aTOMÁS, Xavier _924617 |
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| 773 | 0 | 8 |
_tTotal Quality Management & Business Excellence _g16, 4, p. 555 - 569 _dUK : Routledge, June 2005 _xISSN 1478-3363 _w |
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_a20060417 _b1239^b _cNatália |
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_a20140620 _b0946^b _ckarina |
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_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c15599 _d15599 |
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| 041 | _aeng | ||