APLICAÇÃO DA METODOLOGIA DMAIC PARA REDUZIR O TEMPO DE ATENDIMENTO EM UMA LOJA DE MATERIAIS ELÉTRICOS

Abstract

The growing pursuit of product and service enhancements that serve an increasingly demanding and competitive marketplace means companies are looking to apply quality engineering tools to streamline their processes to better serve their end customers. This approach can improve product quality or service by identifying and resolving nonconformities detected in the process, thus avoiding waste and becoming the process better able to meet customer expectations while maintaining a company view. in the market in which it operates. The Multimeter company located in São Gonçalo do Sapucaí, in the south of Minas Gerais, sells electrical materials, and presents problems with delay in serving its customers. The purpose of this study is to apply the DMAIC Method Define (Measure), Measure (Measure), Analyze (Analyze), Improve (Refine) and Control (Control), use quality tools like 5S and Ishikawa Diagram to improve the customer service time, thus also improving the quality of service provided. A case study was conducted through the identification of problems and their impacts, followed by an action plan according to the sequencing of the DMAIC method that made it possible to implement actions to improve the service process. In this way, the results sought by the company were achieved, besides bringing new academic knowledge related to the use of theory and practice.