O método desdobramento da função qualidade--QFD--no planejamento do serviço de enfermagem.

Abstract

"Focus on the client" is the posture that must be adopted in order to offer quality products. Based on the Total Quality Management approach, the Quality Function Deployment method (QFD) is a tool to achieve this goal. The purpose of this study is to create a proposal for planning the nursing services following the steps and actions of this methodology. The basic procedure was to survey the necessity of 106 hospitalized patients. Data were deployed using the seventeen steps proposed. Results showed that the interaction is more important than the technique according to the clients and also that this method enables the implementation of quality in nursing care.