Electrical power delivery improvement in Portugal through quality function deployment

Quality Function Deployment was applied to the electrical power delivery sector in Portugal. This led to identifying critical dimensions which customers would like/want to see improved in the electrical product and service. In order to achieve these improvements a set of solutions was found and provided to the Portuguese utility Company. In this paper we describe all of the steps of the work done and present the customer Satisfaction Index scores measured before the study w as conducted in 2001 and at the end of 2006.