Lauro Soares de Freitas, Leonel del Rey de Melo Filho, L. Cheng
Feb 13, 2015
Revista Produção Online
Despite of the significant contribution of QFD for the construction of the theoretical framework for managing the development of new products and services, there is an embryonic implementation in the public sector. The purpose of this article is to analyze the application of the method in the context of public safety, and the study was delimited to the School Patrol in the Military Police of Minas Gerais. Action research was the research strategy chosen and qualitative and quantitative methods were used to collect and analyze data. The QFD method proved to be effective for: systematize a large set of internal and external corporate information, facilitating the subsequent planning of policing; promote a dynamic oriented and structured in encounters between police and the community; identify the needs of public school and prioritize activities policing which better fulfill these desires; and to understand the ability of service of a School Patrol Unit. Moreover, the police service has a unique set of characteristics that partially hindered planning service by QFD. This service does not have a specific market niche, being a service of law and not by purchase. Also relies on legal aspects and regulates behaviors, generating rejection. Although this particular nature, two factors favored the application of the method: the institutionalization of the philosophy of community policing in the organization and to familiarizing officers with management concepts and quality. The final conclusion is that the QFD method was presented as a promising tool for improving the quality of Brazilian public services.