Transformación de requerimientos de usuarios en especificaciones técnicas

Abstract

The objective is to optimize the service of the institutional cafeteria at the San Carlos Campus of the Tecnológico de Costa Rica by applying an integrated set of tools, including Voice of the Customer (VoC), affinity diagram, Kano model, and Quality Function Deployment (QFD), to transform user requirements into technical specifications and actionable improvements. Initial surveys identified six key categories: commitment to customer service, streamlined payment systems, price–quality ratio, service hours, menu variety, and physical conditions. Subsequent surveys enabled the classification of requirements according to the Kano model, revealing that most fell into the “attractive” category. The QFD analysis linked these requirements and identified the main opportunity for improvement as the optimization of payment processes.
The research confirms that integrating these tools provides an effective sequence for aligning decisionmaking with customer expectations in mass food service environments