Banca de DEFESA: LEONARDO MEDEIROS VAZ DE OLIVEIRA

Uma banca de DEFESA de MESTRADO foi cadastrada pelo programa.
DISCENTE : LEONARDO MEDEIROS VAZ DE OLIVEIRA
DATA : 23/02/2018
HORA: 16:00
LOCAL: Sala D1-A
TÍTULO:

INTEGRATED SERVQUAL, QFD AND FUZZY LOGIC APPROACH IN DETERMINING THE IMPORTANCE OF PROCESSES IN THE BPM CYCLE: CASE STUDY IN A UNIVERSITY LIBRARY

PALAVRAS-CHAVES:

SERVQUAL; Quality Function Deployment; Fuzzy Set Theory; Business Process Management; University library

PÁGINAS: 156
GRANDE ÁREA: Engenharias
ÁREA: Engenharia de Produção
RESUMO:

This research aims to propose an integrated approach of SERVQUAL, Quality Function Deployment (QFD) and Fuzzy Set Theory (FST), or fuzzy logic, in order to use customer requirements as input to determine the importance of processes in the mapping and modeling steps of the Business Process Management (BPM) cycle. On several occasions, managers neglect customer needs and focus on meeting the internal needs of the company to model their processes by adopting parameters such as dysfunctionality and viability. Therefore, in order to identify the priority process steps in customer's view, this research employs two phases of the QFD - service planning matrix and process planning matrix - that translate customer needs into service characteristics and prioritization of process steps. To assist in determining and weighting (gaps) customer requirements, it is suggested the adoption of SERVQUAL. The fuzzy logic is aggregated to the SERVQUAL (fuzzy SERVQUAL), in conjunction with the Importance-Performance Analysis (IPA), in determining the priority customer requirements. Furthermore, fuzzy logic is employed in the relationship matrix of the two phases of QFD (fuzzy QFD). In both cases, the FST is intended to convert human thought into a numerical format, capturing the vagueness, imprecision and subjectivity of the evaluation of linguistic variables. Finally, based on the prioritization of the process steps resulting from the fuzzy QFD, it is shown how the proposed approach integrates with the BPM methodology for the modeling (optimization) of a future process (to be). As result and contribution, it is presented a methodology able to capture customer needs according to quality evaluation in services and to identify the process steps that, if improvements are implemented, will maximize customer satisfaction. As limitation, this research is focused solely on determining the importance of processes. Therefore, as recommendation for future works, it is proposed to consider the other parameters (dysfunctionality and viability of processes) to prioritize processes, aiming at modeling an ideal future process (to be). A case study is applied in a university library in order to demonstrate the applicability of the proposed framework.

MEMBROS DA BANCA:
Presidente - 1142787 - JOSE ALFREDO FERREIRA COSTA
Interno - 2329932 - JULIO FRANCISCO DANTAS DE REZENDE
Externo à Instituição - MARCOS RONALDO ALBERTIN - UFC