Resumo:
electricity, that is to say, the development of maps of the faults ways that illustrate the
architecture of faults formation processes in the related firm. To achieve the faults mapping
was created a methodology that permitted a more effective development of the mapping
process, basically divided in three great stages.
The first stage of the methodology consisted of a diagnosis to know the firm in the
aspects connected with the fault management. During the diagnosis was possible to achieve
an understanding of the main faults that happened in the firm.
The second stage consisted in the choice of techniques that would be adequate to the
research purposes. Accordingly, the tools chosen was the Affinity Diagram and the Tree
Diagram or Systematic Diagram, both pertaining to the group of the Seven New Quality
Tools.
Finally, the third stage consisted in the mapping process, that is to say, in the standard,
diagram and parameterization of the selected main faults. In this phase, a team called “Group
of Faults Analysis”, consisted by academics and process practitioners of the firm that
contributed with their knowledge for the construction of the diagrams.
During the mapping process the Knowledge Management approach was quite relevant
to organize and generate data, information and knowledge of electricity utility companies.
The intention is that these maps is to be useful as tools for the faults management
process, since the detail of the faults will help to avoid the reincidence of the same, or in case
of reincidence, will provide details that will help to achieve quick solution of the problem.
