Quality Function Deployment Application in a service environment: A new approach in risk management in a university

Quality in service is very important. We assume that service quality is determined by the difference between customers' expectations and their perceptions of the service. The relation between service quality and risk management is very close. Risk avoidance means the deliberate decision on the part of the organization to avoid a particular risk. The principles of risk reduction rely on the implementation of a Health, Safety and Environment program. In the last decades major changes in risk management in industry have been seen in approaches to the problem of providing safer workplaces, machinery and equipment. Now is the time of the service company. To facilitate the analysis we propose Quality Function Deployment (QFD). This is a tool for improving the development cycle and making products that more closely meet customer requirements. Originally it was used in automotive industry but now it is widely known in other industries. The basic design tool of QFD is known as the ‘house of quality’. We are centred this work in a part of risk management in a university: emergencies in a university centre. We define the house of quality and the process to develop this information: whats, hows, relationships, correlation and so on.