Análise das falhas em período de garantia em uma indústria de caminhões

Abstract

Companies operating in the competitive automotive market need to offer products with good quality and performance to their customers and still have an efficient management in its processes. The complexity involved in the manufacture of an automobile provides great efforts in design and product development and also requires protection when the performance expected is not achieved. Thus, Warranty is the area responsible for contractual liability between manufacturer and buyer against failures in the field, while it acts as a powerful marketing tool for sales. Therefore, external failures are elements that interfere in the company's reputation and demonstrate uncertainty about the project, due they are closely linked with the quality of the product. The study developed used the quality tools in order to collect, manipulate and organize the warranty claims data to further investigated and analyzed the causes of the failures. Finally, it provided improvements and changes in the practices as well as process within the company that enhanced the product quality.