APLICAÇÃO DA METODOLOGIA PDCA DIANTE DOS IMPACTOS CAUSADOS PELA PANDEMIA DO COVID-19 NOS CLIENTES DE UMA LANCHONETE

Abstract

This work treats of a study developed in a snack bar at south of Minas Gerais, in order to propose an action plan to treat the impacts caused by the covid-19s pandemic, using the PDCA methodology and a satisfaction survey apply directly in the customers. The proposal became viable since the general context generated an increase in demand for the most part of the restaurants and snack bars that works with delivery systems, and the methodology express clearly what the necessary actions to guarantee the products quality and the service provided. The main objetive of this work is understand the impacts of the pandemy in the snack bars and in costumers, and show proposals of actions through the PDCA, aiming to indicate improvements and benefits in relationship with your public and conquer the quality level desired. This work was developed based on methodology of exploratory and bibliography research, using the qualitative research and case study. During the case study, was observed and pointed out the main points related to customers and, with the application of a satisfaction research, was obtained the feedback about these points. By this research, was concluded thatregarding of the quality, the service and the products price, the customers was satisfy, and was necessary the quality tools application in the elaboration of a PDCA to be followed, aiming to resolve the problem.