Quality function deployment (QFD) methodology application to redesign the commercial process of a merchandise transportation company

Abstract

This study aims to apply the Quality Function Deployment (QFD)  methodology to redesign the business process of a merchandise transportation company, due to the failures and weaknesses found in management, feedback and customer keeping by structuring and grouping the commercial activities in function of service supply with high quality standards and constant monitoring of the process as a way to improve the customer service.At first, the commercial process was diagnosed through interviews to in charge staff determining stages of the process such as customer support, services briefcase presentation, customer endorsement, customer inscription, and the moment of truth: service provision. Later, the clients were characterized by taking a sample of 31 permanent clients from the Cartagena regional; the potential competition of the company was characterized and evaluated through surveys and benchmarking. Then, were identify the process critical points which were used as the basis to apply House of Quality (HOQ) or Quality Function Deployment (QFD) methodology for redesign the commercial process and create a flowchart of the new commercial process that incorporates the needs and expectations of the client in relation to the service provided.