Gestão dos custos de garantia na indústria automobilística: desenvolvimento e aplicação de um modelo baseado em análise de dados e qualidade 4.0

Abstract

The guarantee offer establishes guidelines and serves as an indirect indicator of the company's quality, also representing an important Marketing strategy that can boost sales. The guarantee, issued in the form of a contract between the selling and purchasing parties, has the ability to increase consumer satisfaction and confidence in the product being purchased. However, when poorly managed, it can generate additional costs and risks for the manufacturer. Therefore, good planning, control and management of its application and the resulting costs are necessary. This can be done through techniques, tools, or with the help of a management model. Therefore, this research aims to propose a warranty cost management model focused on the automobile industry. To develop the model, a structured research was carried out in three stages. The first of these was a systematic literature review with the aim of identifying other models and tools for managing warranty costs. From this, the second stage of the research was carried out, which was the development of the model, encompassing four macro stages: (1) Characterize the Problem; (2) Plan the Solution; (3) Analyze and Automate Solution; and (4) Measure and Report. With the model defined, the third stage took place, which was its application at Renault Brazil, at the plant located in the state of Paraná. From the application of the model, it was possible to propose a solution to a warranty management problem, defined by the organization, detecting concentration of warranty costs in dealerships providing service to plants located in the Latin American region (LATAM). The procedures proposed by the model allowed the development of two ways of solving the problem, which, after comparing the results, decided to use the one that proved to be more effective in dealing with the problem: prediction analysis based on Machine Learning (ML). The application of the model proved its effectiveness, solving the warranty problem in the automobile industry in question, supporting its global goal of reducing warranty costs. In addition to providing an immediate practical application for a problem in the automobile industry, this research fills an important gap in the literature related to Warranty Management, a very strategic and relevant topic that until then had not been addressed in the literature considering technological innovation. provided by 4.0 technologies. Thus, this work is an advance in the sense of seeking to equate technological innovation and bureaucratic aspects of management that deal with this advance.