Metodologia DMAIC para gestão de manutenção preventiva: estudo de caso aplicado na prestação de serviços

Abstract

The search for strategies and tools to maximize efficiency is increasingly evident in industries and service sectors. The use of effective methods can make the company more competitive. Among the methodologies used, Lean Six Sigma should be highlighted, which aims to identify customer expectations and needs, also making it possible to reduce process variability and, therefore, eliminate defects and increase results. In this sense, this work aims to apply the DMAIC methodology (Define, Measure, Analyze, Improve and Control) in the management of preventive maintenance planning in a company providing services in the HVAC area, enabling the analysis of the factors that impact the quality of services and, consequently, customer satisfaction. With the help of Lean tools, it is possible to collect and select process data that need correction to provide a more satisfactory result. The methodology used was the selection of articles and works, located in UTFPR’s Bibliotec database, with thematic relevance in the area of maintenance, and analysis of a case applied in a company providing preventive maintenance services. Through this set of methods, it is possible to measure the main wastes and understand the variables that determine the performance of providing an efficient service. Thus, the positive contribution of the methodology applied in this segment can be seen.