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

Detalhes bibliográficos
Ano de defesa: 2011
Autor(a) principal: Dias, Alexandre Oliveira Leopoldo lattes
Orientador(a): Salles, José Antonio Arantes lattes
Banca de defesa: Vanalle, Rosangela Maria lattes, Nogueira, Edmilson lattes
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:
Palavras-chave em Inglês:
Área do conhecimento CNPq:
Link de acesso: http://bibliotecatede.uninove.br/tede/handle/tede/157
Resumo: 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.