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Logistic Operators in Brazil: Deploying the Quality Function
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Maximiliano Kling, M.Sc. , Maria Cleci De Carvalho, Ph.D.
Logistic Operators in Brazil: Deploying the Quality Function
Track: K3
Abstract:
Quality Function Deployment (QFD) is a management technique to analize a product's
quality without using sophisticated mathematical models. It emphasizes the use of the
managers/engineers qualitative (and fuzzy) knowledge about the product/service produced
by the company, given the demands of quality from the customer. Logistic Operators in
Brazil evolved from transportation companies that were pressured by their customers to
develop other functions than transport. They play an essential rule to improve
competitiveness in the global market. This paper reports an exploratory use of QFD to
help Logistic Operators to improve their logistic process. The main advantages and
drawbacks of using the quality matrix in logistics are described.
Keywords: Quality Function Deployment, Logistics, Planning
Authors:
Maximiliano Kling is Bachelor in Business Administration and has a master degree
in Production Engineering by Federal University of Rio Grande do Sul (UFRGS) - Brazil.
He has already developed some QFD projects in Industry. Nowadays, he is developing
lecturing activities at Lutheran University of Brazil (ULBRA), and integrates the
ULBRA - Logistic Studies Group (GELOG). He has also worked in areas related to Human
Resouces (trainning and development of Human Resources implementing multifunctionality),
Production (focusing on improving processes, solving problems techniques), Finance
(implementing basic management controls), Marketing/Selling.
His background includes applying QFD, ISO 9000/QS 9000, TQC - Total Quality Control,
TPM- Total Productive Maintenance, TOYOTA SYSTEM and coordinating TQC PROGRAMMES.
Further, Maximiliano Kling has been developing an online course on Quality Function
Deployment.
Dr. Maria Cleci Martins is Research Fellow at Gloucestershire University-UK. She
has extensive experience in Logistic and Transportation. Her interests are related to
decision-making process models employing quantitative tools (Statistics, Applied Maths,
Econometrics and Graph Theory). Lately she has been conducting research in Knowledge
Modeling and webservices regarding semantic web applications. Web services are the main
business contribution from the semantic web developments and they are likely to change
drastically fields such as Logistic, E-commerce, and the way Customers can have their
quality requirements satisfied.
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