This study aims to explore the subject of performance evaluation in project management through the selection of relevant articles on the theme and their subsequent bibliometric analysis, in order to build knowledge among researchers on the subject. The research is characterized as exploratory, descriptive, theoretical-illustrative and adopts ProKnow-C (Knowledge Development Process-Constructivist) as an intervention tool. As a result, we obtain a set of 18 publications comprising the sample of relevant articles on the topic. From this sample, we found that the International Journal of Project Management is the most aligned with the research topic and the article "Plans are nothing, changing plans is everything: The impact of changes on project success" is the most cited in the sample. This paper highlights the most prominent authors and keywords of the bibliographic portfolio.
Resumo:A crescente competição tem obrigado as empresas a proverem serviços inovadores de modo a exceder as expectativas dos clientes garantindo sua competitividade no mercado. Assim, compreender quais são as necessidades dos clientes e como atendê-las é algo imperativo para as organizações. O desdobramento da função qualidade (quality function deployment -QFD) é um método que busca atingir este propósito. Neste âmbito, o presente trabalho tem por objetivo demonstrar as aplicações do QFD no contexto de serviços por meio de uma revisão bibliográfica. Para atender esse objetivo, um processo estruturado de busca e organização bibliográfica foi aplicado para a seleção e análise de um portfólio resultante de 25 artigos estritamente ligados ao tema central do QFD aplicado a serviços. Os resultados obtidos mostram que o emprego do QFD é preponderantemente restrito a primeira matriz e ao levantamento das necessidades dos clientes e características da qualidade do serviço, o que restringe sua aplicação. Além disso, constata-se que o método é geralmente aplicado em conjunto com outras ferramentas, de modo a complementar algumas de suas limitações. Finalmente, verifica-se que o QFD quando aplicado ao setor de serviços objetiva principalmente aprimorar serviços já ofertados, sendo relativamente pouco aplicado para o desenvolvimento de novos serviços. Palavras-chave: QFD. Desdobramento da Função Qualidade. Aplicação. Serviços. Análise teórico-conceitual.
Abstract:The growing competition has forced companies to provide innovative services to exceed customer expectations by ensuring their competitiveness in the market. Understand what the customer needs are and how to meet them it is an imperative for organizations. The quality function deployment (QFD) is a method that seeks to achieve this purpose. In this context, this paper aims to demonstrate QFD applied to the service context through a literature review. To meet these objectives, a structured process of bibliographic search and organization was applied to select and analyze a portfolio of 25 articles strictly linked to the central subject of QFD applied to services. The results show that the use of QFD is frequently restricted to the first matrix and to the survey of customer needs and characteristics of service quality, which limits its application. Moreover, some important findings is that the method is usually applied with other tools in order to fill some of QFD limitations and, when applied to services context, the method is mainly applied in order to improve services that are already offered, not being largely applied on new services development.
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