[The method of quality function deployment --QFD-- in nursing services planning]. / O método desdobramento da função qualidade--QFD--no planejamento do serviço de enfermagem.

"Focus on the client" is the posture that must be adopted in order to offer quality products. Based on the Total Quality Management approach, the Quality Function Deployment method (QFD) is a tool to achieve this goal. The purpose of this study is to create a proposal for planning the nursing services following the steps and actions of this methodology. The basic procedure was to survey the necessity of 106 hospitalized patients. Data were deployed using the seventeen steps proposed. Results showed that the interaction is more important than the technique according to the clients and also that this method enables the implementation of quality in nursing care.

[The use of the quality function deployment (QFD) in the planning of care]. / Inserção do método desdobramento da função qualidade (QFD) no planejamento do serviço de enfermagem.

This research aimed at suggesting an alternative to achieve quality in Nursing Service through an exploratory-descriptive study with 114 patients. A planning model was has been elaborated the steps and actions outlined by the Quality Function Deployment Method. It was based on Total Quality Control management approach. Seventeen steps has been established in order to seek clients' needs and through successive deployment and priority, the main Quality Features and Procedures which supported standardisation and monitoring of proposed actions has been determined. The outcomes showed that this method is feasible for Nursing Service Quality Planning because it has enabled to review the context as a whole, providing major degree of certainty on decisions.