Design of a Quality Management in Operations of Metrotrans, Inc. using DMADV Methodology

Abstract

This research will be focusing on the design of a quality system in operations of transportation for the company Metrotrans, Inc. The design shall establish the timing of the operations related to the services offered by public transportation as a private company. The quality system ensures the customer satisfaction, reduced costs, competitiveness and minimization of failures. This is important for the continuous improvement as progress the services offered. The main focus is the satisfaction of the customer taking into consideration the factors of time and service. The quality of the service is to identify the primary needs of the customer, guidance to employees involved in the services, to establish channels of internal communication, internal/external evaluation of the service and determine areas of improvement. For the time factor, are set timetables of routes which include unexpected situations such as: accidents, floods, detour, among others. In order to implement the quality system, DMAVD (Defined, Measure, Analyze, Design and Verify) tool for organize the project will be used. Key Terms - Customer, DMADV, Quality, Service.