Alinhamento entre informações do atendimento ao cliente e ações de melhorias da qualidade: estudo de caso numa montadora de automóveis

• Ano de defesa: 2011
• Autor(a) principal: Dias, Alexandre Oliveira Leopoldo
• Orientador(a): Salles, José Antonio Arantes
• Banca de defesa: Vanalle, Rosangela Maria , Nogueira, Edmilson
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Nove de Julho
• Programa de Pós-Graduação: Programa de Pós-Graduação de Mestrado e Doutorado em Engenharia de Produção
• Departamento: Engenharia
• País: BR
• Palavras-chave em Português: gestão da qualidade; serviços pós-vendas; administração da garantia da qualidade; melhoria contínua; indústria automotiva
• Palavras-chave em Inglês: quality management; after-sales services; management of quality assurance; continuous improvement; auto industry
• Área do conhecimento CNPq: ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: http://bibliotecatede.uninove.br/tede/handle/tede/157

The present study is guided by a strategic vision of the operations area, involving management of quality assurance and opportunities for continuous improvement in an auto assembly plant in Brazil. It examines how information from after-sales services is used to improve products and their manufacturing processes. It analyzes the correlation between actions undertaken by groups to improve quality and information obtained from Customer Services. Data were collected by the quality management system of the automobile manufacturer, which uses the quality assurance system as a primary source of information. The company uses this computerized system to manage the repairs and services performed by dealerships during the warranty period of the vehicle. Information obtained by the quality assurance system was complemented with data recorded by the technical support service to the dealer and from the 24-hour customer assistance over the same period. The technical support service to the dealer gets involved when there are defects which are difficult to rectify, resulting in the car being unavailable for a long period of time. The 24-hour assistance is provided when the car suffers a breakdown while in use. Both situations cause major customer dissatisfaction. The data obtained from all three sources were compared with the improvements recommended by cross-area quality assurance teams. The actions to improve quality and the data from after-sales services were considered strongly correlated, with special emphasis in cost aspects.