Priorização dos processos do Modelo de Excelência da Gestão® (21ª edição) por meio do Quality Function Deployment

Abstract

The organizations are constantly developing in the search for new processes of quality and customer satisfaction, at the same time, customers are access to information and consequently are increasingly demanding. In this way, as companies are seeking a management excellence as a way to improve the quality of their services and products, and focus on the needs of internal and external customers, from methodologies and tools. The use of the Modelo de Excelência da Gestão® as an instrument for implementing quality management in companies aims to develop competitiveness, sustainability, ethics and improvement of the organizations processes, but difficulties are encountered during this implementation, in order to directly impact no Reach of the best results in the assessment of management maturity. The objective of this research is to look for priority processes of the Modelo de Excelência da Gestão® (21st edition) that most impact our results of quality management evaluation through Quality Function Deployment (QFD). The collection and analysis of information and data, a bibliographic matrix, the affinity diagram, a QFD matrix and a maturity evaluation of the quality management of 15 companies from different sectors of the Paraibano market as methodology to reach the results. (MEG), sought to contribute to the implementation of the model, assisting in the guidelines sought by the companies that disseminate the MEG, and could have a direct impact on improving organizational results and increasing the competitiveness of companies.