Implantação da metodologia PDCA em um laticínio para reduzir o número de reclamações via serviço de atendimento ao consumidor: um estudo de caso

Abstract

The present work aims to show an effectiveness of the implementation of the PDCA (Plan, Do, Verification, Action) method in a dairy in the Campos Gerais region to reduce the number of complaints of its consumers via SAC (Customer Service). The PDCA cycle is one of the main quality tools and aims to provide a company with a continuous improvement through the quality tool for a standardization of processes, guaranteeing the quality of its process and product, meeting the needs, expectations and satisfaction of its customers. When analyzing the data of the SAC (Customer Service) of 2015 to make the dairy under study, it was verified the high number of claims in a certain family of products. Based on the fact that the PDCA cycle was applied, which resulted in a 28% reduction in complaints from this line from January to August 2016 in contemporaneous the same period of the previous year. There are still ongoing actions and a trend is that the number of complaints will continue to decline.