Application of a Model of Design Process Feedback From Measurement of Customer Satisfaction

Sombra Sombra1, Neliza Maria Silva e Romcy2, uliana C. Schlachter Sampaio3 & José de Paula Barros Neto4

1Architect and Master of Engineering from the Civil Engineering Post Graduation Program, Structure and Civil Constructions, Universidade Federal do Ceará, Brazil. paulasombra@yahoo.com.br
2Architect and Master of Engineering from the Civil Engineering Post Graduation Program, Structure and Civil Constructions, Universidade Federal do Ceará, Brazil. neliza.romcy@gmail.com
3Architect and Master of Engineering from the Civil Engineering Post Graduation Program, Structure and Civil Constructions, Universidade Federal do Ceará, Brazil. julianaschlachter@yahoo.com.br
4Ph.D Professor from the Civil Construction and Structure Engineering Department, Universidade Federal do Ceará, Brazil. jpbarros@ufc.br

Abstract

Sampaio (2010) proposes a theoretical model of design feedback, which helps to process the data collected in satisfaction surveys, through the integration and simplification of tools to support decision making for manufacturing. This paper aims to apply this model and provide the analysis and discussion of its feasibility, as well as propose changes to its improvement. It describes the application of the theoretical model of Sampaio (2010) through a case study, which enabled the registration of the process and its discussion. The feedback model proposed by Sampaio was verified, as well as the systematic analysis of data collected from a satisfaction survey, and its transformation into design parameters. As some practical limitations were found, a simplification in the theoretical model was proposed. Therefore, it contributed to the reduction of activities, which do not add value to the final product, according to the lean thinking. The use of the simplified model provides benefits to companies and customers, as it gives support to generate better products, which increases user satisfaction and enhances the acceptance to new projects.

Keywords

Design process, feedback, tools, value

Files

Reference

Sombra, S. , Silva e Romcy, N.M. , Sampaio, U.C.S. & Neto, J.D.P.B. 2011, 'Application of a Model of Design Process Feedback From Measurement of Customer Satisfaction' In:, Rooke, J. & Dave, B., 19th Annual Conference of the International Group for Lean Construction. Lima, Peru, 13-15 Jul 2011.

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