Indicadores de qualidade com base em um sistema de custos da qualidade em uma empresa de comunicação visual

Abstract

The competitive market shows that companies are exposed to global competition. In this scenario, the quality indicators and control of quality related costs are presented as a tool for decision making and to maintain the continuous improvement of products and processes. From the point of view of the technical procedures used the case study with a qualitative approach. This work aimed to propose quality indicators based on a system of quality costs in a visual communications company located in the city of Ponta Grossa, PR. Along with quality department were developed four indicators: training and development index, index rework, customer complaints and, index products disapproved. The use of indicators served as a tool that helped measure productivity and company performance, and enabled the establishment and adjustment of quality goals. The results indicated that there is a need to control and monitor the causes of problems for managers, and also adequate disclosure to all levels, about the system's cost and quality indicators used by the company as well as their influence in conducting the activities performed by employees. Therefore, it is concluded that monitoring costs related to quality can transform wasteful spending in value to the company, however the results will only be possible to be achieved provided that service performance can be known, and this is possible by the implementation of evaluation through indicators.