Using the Quality Function Deployment (QFD) to determine the weight of perspectives and indicators for the Balanced Scorecard

• Main Authors: João Batista Sobreira Leal, Néocles Alves Pereira
• Format: Article
• Language: English
• Published: Universidade Federal de Santa Catarina 2008-07-01
• Series: Revista Produção Online
• Online Access: http://producaoonline.org.br/rpo/article/view/56

This paper presents the proposal of the utilization of Quality Function Deployment (QFD) to determine the weight of perspectives and the performance indicators for the Balanced Scorecard technique in a Brazilian company. The method was illustrated by means of its application in one area of the company. Special attention was given to the method of calculus because it was necessary to evaluate the fitness of each area with the company’s global strategy, producing a score that allows comparisons between areas. These avoid the distortion that could happen if the weight was defined only according to rules randomly defined for each area. Key-Words: Management, Quality, Performance, Scorecard, measure, weight.