Humberto Gutiérrez Pulido

Análisis multivariado y QFD como herramientas para escuchar la voz del cliente y mejorar la calidad del servicio

The services sector contributes with high percentage of GDP of world’s largest economies, this creates the need to find alternatives to improve processes in this sector. It is known that hearing the voice of the customer is an effective starting point to improve service quality. It is usual to listen to the voice of a customer by applying questionnaires or surveys. However, due to multiple items of the surveys, this way of assessing the quality of a service requires better ways to analyze the results. In this work we propose analyzing the survey data using factor analysis, allowing us to check the consistency of the questionnaire and identify service quality problems. Then, from the results of this analysis, the deployment of Quality Function Deployment (QFD) tool is applied, which allows a better way to hear the voice of customers and determine the specific aspects that must be addressed to solve the problems detected. The proposal is illustrated by quality evaluation of four units of the Library System at the Universidad de Guadalajara (Mexico), which detects the units that have the worse quality levels and the activities or processes that must be attended to improve service.