Effectiveness of QFD in a municipal administration process

Abstract

Purpose

The purpose of this paper is to document the results of an implementation of the quality function deployment (QFD) tool in a process of a municipal administration involving: request for component support: family farming, urban and backyard agriculture that are part of the Rural Development Directorate of the Moroleón City Hall in the state of Guanajuato, México.

Design/methodology/approach

The work is an exploratory study where the application of different quantitative techniques, database analysis, sample collection, field notes, participant observation, workshops and direct interviews were held and conducted to collect data.

Findings

From the analysis of the requirements of quality characteristics are identified, simplified, response time reduced, assertiveness maintained and transparency in the resource allocations were assured. According to the calculations, customer expectations were clearly identified.

Originality/value

The implementation of quality management methods such as QFD, in a municipal administration was used aimed at improving the services offered to citizens according to their expectations. It is expressed that mayors should be primarily concerned about giving the officials under their direction the necessary training to make their employment joyful with the help and use of the best tools available to provide quality results.

Citation

Ocampo Jimenez, N.B. and Baeza Serrato, R. (2016), "Effectiveness of QFD in a municipal administration process", Business Process Management Journal, Vol. 22 No. 5, pp. 979-992. https://doi.org/10.1108/BPMJ-01-2016-0019