O papel da qualidade no atendimento de não conformidades encontradas durante a montagem de elevadores, um estudo de caso

Abstract

Nowadays, every consumer is looking for a supplier that attend their needs with a quality product or service, with this, companies increasingly seek to improve their production process, increase the quality of their activities and reduce costs. In this sense, the present study was accomplished in an elevator manufacturing company in the state of Parana, being the main focus in one of the Quality sectors which has the activity to analysis and handling of complaints received from the "field", that is, of the place where the elevators are being assembled and installed. The objective of this work, through a case study, is to understand how the service of non-conformities works and to observe what role Quality assumes before the whole company. Through the analysis of graphs in which the number of complaints handled in the year of 2020 is represented, divided between the types of non-conformities found and between the sectors causing the root causes of the problems. As a final result, the main types of errors made and their causes were observed, allowing to understand what the main focus of the Quality sector should be with the other sectors of the company to prevent future errors and ensure the delivery of the elevator with quality and safety.