Melhoria da qualidade da informação do cadastro dos clientes em uma empresa no ramo de bebidas

Abstract

The information quality is an important pillar for the work between companies and customers to be assertive. The correct registration of customers is essential for procedural sales and logistics problems to be minimized. A registration error can cause non-sale of products to problems at logistical and fiscal levels. The study has the objective to improve the information quality in the process of changing the registration of customers in a beverage industry company. In view of the need to carry out an applied research, made use of a method focused on improving the quality of information (TDQM - Total Data Quality Management). The research will provide the review and change of existing processes pointing to the opportunity for improvements throughout the work focused on the quality of information. For greater interaction with the theme and to know more about it, a literature review on information quality and cases of practical application of the theme were verified. As a result of the work, there was the creation of new processes of data collection and management, creation of metrics and identification of the dimensions of quality information that most adhered to the work (temporality, relevance, reputation and data quality). The work also presents suggestions for improvement and applied them in the target company of the study. The study demonstrates that the quality of the company's information improves by 59.1% comparing the information quality index before and after the application of the TDQM. It is also noteworthy that there is no single way to use the dimensions of information and that the context and the needs of the moment are decisive for choosing one dimension or another.