Proposição de melhorias para o serviço público através da integração entre Quality Function Deployment (QFD) com a Teória Rechénia Izobretátelskih Zadátchi (TRIZ)

Abstract

Against of the diversity of governanmentals services and requirements proposed by the law nº 8.987/95 that regulate the services public offer (Permanence, Generality, Efficiency, Modicity and Courtesy), this study propose an empiric model, where first the requiriments and the users right are stabilished based on Matriz QFD and after is elaborate a correlation between the requirements and the 40 Inventive Principles of TIPS . Lastly, this work proposed a relation between TIPS (Theory of Inventive Problem Solving) and QFD (Quality Function Deployment), involving the 40 Inventive Principles and requirements and the users right. From this relationship, incosistencies can be formulated through contradition matriz, and from these is posible find a tipical solution. Lastly, this tipical solution is transformed in a specific solution for the proposed problem.