Quality function development method – QFD – on nursing service planning

Abstract

“Focus in the Customer.” Posture adopted to obtain the quality products. Quality Function Deployment (QFD) is the planning method used in that approach. This study aimed to create a planning proposal for the Nursing Service, following the stages and actions that methodology. It began through the rising of the 106 hospitalized patient’s needs. Through of matrix and diagrams, the data were unfolded and prioritized performing seventeen stages. The result showed that for the customer, the quality of the nursing attendance is strongly linked to the interaction aspects by the professional and not to the aspects of the technique. It was also verified that QFD can be used in the planning of the Nursing Service