Abstract:
Quality Function Deployment (QFD) is a basic TQM tool that systematically develops
customcr"s needs and expectations. The methodology of QFO allows the depioyment of the
expectations of the customer, or r~ther, the characteristics expected of this service, through
all the functions of the company; it is possible therefore, to translate the expectations (what
the customer wants) with the appropriate means, into specifications of service and internal
actions (how we should do it). The QFD is a management tool, where the customer's expectations
are used to manage the design of the processes. It is not only used in the development
of new services, it is also used for the improvement of an existing service, such as that given
by the distributing and retailing companies of electricity - the objective of the present article.
The typical electrical company in Bangladesh 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 qualily the company needs to be aware of the
expectations of its customers and how to satisfy them. In this thesis the key processes of the
Distributing companies of the Bangladesh 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 commcrcialize electrical energy
with a methodology that allows them to identi/)' the focal point of their organization. This
should also detennine on which processes, customer service channels, or other services they
should concentrate in order to satis/)' their customer's expectations while continuously
improving quallty. TIle Quality Function Deployment (QFD) method is applied in order to
correlate the expectations of the customers and the internal quality indicators of these
processes. The expectations of the customer have to be gathered, analyzed and dealt with.
We have chosen as a starting point the segmentation made by this company and the results
of investigations made on quality as seen by the different segments of customers, basically
on processes, channels of attention and the image of the company. 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
process.
