USE OF PARTIAL QUALITY FUNCTION DEPLOYMENT TO IDENTIFY PROCESSES REQUIRED FOR ISO 9001

• Oscar Cruz-Domínguez Department of Industrial Engineering, Zacatecas Polytechnic University, Mexico https://orcid.org/0000-0003-1320-4371
• Omar-Alejandro Guirette-Barbosa Department of Industrial Engineering, Zacatecas Polytechnic University, Mexico https://orcid.org/0000-0003-1336-9475
• Jose-Luis Carrera-Escobedo Department of Industrial Engineering, Zacatecas Polytechnic University, Mexico https://orcid.org/0000-0003-1761-8096
• Hector-Antonio Duran-Muñoz Department of Electrical Engineering, Zacatecas Autonomous University, Mexico https://orcid.org/0000-0002-2342-0791
• Cesar-Humberto Guzman-Valdivia Engineering Science Centre, Aguascalientes Autonomous University, Mexico https://orcid.org/0000-0003-0638-1417
• Edgar-Augusto Ruelas-Santoyo Department of Industrial Engineering, Technological Institute of Irapuato, Mexico https://orcid.org/0000-0003-0515-7667

DOI:

https://doi.org/10.7166/32-2-2415

Keywords:

QMS, Partial QFD, Processes identification, ISO 9001 standard

Abstract

This paper proposes an objective way to identify the necessary processes of a quality management system (QMS) to enhance customer satisfaction by meeting customer requirements (CRs). This quality function deployment (QFD)-based method helps to address the implementation of process management, which is a mandatory requirement of modern standards based on QMS, such as ISO 9001 and other international standards. Currently, this identification of processes is made through subjective judgements derived from observation, brainstorming, debates, group projects, and other techniques; but this research presents a standardised way of determining or identifying the processes. The proposed method achieves the identification only of the processes that influence customer satisfaction, consolidating it as a crucial tool in the robust QMS design. The results indicate that the method shown can serve as a platform for subsequent activities, such as process mapping, indicator creation, procedure writing, and other important documents. The purpose of this paper is to show the feasibility of the proposed method, finishing with a summary of the results achieved in a Mexican company’s QMS identification of processes.