Análise da melhoria da qualidade no nível operacional para empresas industriais manufatureiras

Abstract

This work aim to analyze how the quality improvement is boarded in the operational level at manufacture enterprises whose result of productive process depends on intensive labor. Therefore, it is proposed to identify in the literature, elements to be considered in quality improvement process in the operational level, to analyze how these elements are being boarded at the selected enterprises of the case study and to propose improvement actions for the object study enterprises. To reach these objectives was chosen the descriptive or applied research with qualitative approach. The case study was detached by the must adequate research method. Two manufature industries were selected. The criterions to select these enterprises were based in the productive process performance related with conformities measured though the sigma level, or still, confrontation with a low operational quality level manufacture industry (sigma level ≤ 3) and a world class industry (sigma level ≥ 5). Primaries data were used gained by interviews and observations and secondary data gained by studied enterprises documents. The fundamentals elements identified to the manufacture industries quality improvement were: quality education and training, quality participation and involvement, problems solving and existence of simultaneous programs that contributed with continuous improvement. Through the collected data referring to the observed elements, was verified that the enterprise A has almost 100% of them presented. Enterprise B has some absence in all elements, with emphasis in existence of simultaneous programs that contributed with continuous improvement. Related with the research variables, it was concluded trough the relation diagram, which is illustrated on chapter 4, through the interviews and observations that the fundamentals elements identified to the manufacture industries quality improvement have relation with the quality operational level of manufacture industries and the first element has priority. Through the study research units, or still, enterprise A with low assembly non conformities index (low DPMO) and enterprise B with high assembly non-conformities index (high DPMO), was verified that the patterns established in chapter 3 were carried out, or still, enterprises that have many elements implemented and structured have high quality operational level with low assembly non-conformities index (low DPMO) and companies that have few elements implemented and failures of structure have low quality operational level with high assembly non-conformities index (high DPMO).