Ferramentas de avaliação de desempenho com foco na qualidade: revisão da literatura científica

Abstract

In its historical context, the quality issue has always been dependent on the used approach. Tools used to manage the quality suffered this influence, from a simple concept to a management system full of tools. This work focused on quality stage tools in organizations, at publications on SIMPOI (Symposium of Production Management, International Logistics and Operations) in the period of 2009 to 2013. That is an exploratory, documental and content study as the interpretation of results The tools in evidence are PDCA, Matrix Prioritization 5W2H, Cause and Effect Diagram, Flowchart, FMEA, 5S, Pareto Diagram, Histograms, Process Management, Project Management, Chain Supplies, Value Map, Takt time, continuous improvements, Total Quality Management, SIPOC, DMAIC, 5 whys, Six Sigma, process capability measures (CPK), Descriptive Statistics, Correlation Analysis and Statistical Process Control. Through this work, evidence of the quality tools, management methods and performance measures as improving patch of organizations in order to achieve ever higher levels of excellence, prioritization matrix (Best- Worst) and cause-effect diagrams were shown as most used tools from researched articles, revealing a similar stage of practical tools for other publications and that these tools are influenced by the organizational context, type of business and organizational culture.