Mapeamento da percepção dos clientes internos sobre a qualidade dos processos: estudo de caso na indústria automotiva

Renato Logiúdice; Athos Paulo Tadeu Pacchini; Wagner Cezar Lucato

doi:10.5585/exactaep.2021.13378

Authors

Renato Logiúdice Universidade Nove de Julho – UNINOVE http://orcid.org/0000-0002-7902-9126
Athos Paulo Tadeu Pacchini Universidade Nove de Julho - UNINOVE http://orcid.org/0000-0002-2135-2350
Wagner Cezar Lucato Universidade Nove de Julho - UNINOVE http://orcid.org/0000-0002-4984-3645

DOI:

https://doi.org/10.5585/exactaep.2021.13378

Keywords:

Internal processes, Value chain, Internal clients

Abstract

This work aims to evaluate the customers perception of the internal processes of a large metallurgical industry dedicated to the manufacture of auto parts. The evaluation was made considering the following aspects: product compliance, deadlines and attendance. Several studies have analyzed the value chain, but few have proposed the identification of the points to be improved collaboratively within the company. In this work, a case study was carried out and critical points were found in the internal client-provider links of the value chain. In this evaluation, sectors considered as relevant in this field of activity, such as tooling and purchasing, presented the worst results in performance factors of deadlines. Tooling was shown to be deficient in the service provision.

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Author Biographies

Renato Logiúdice, Universidade Nove de Julho – UNINOVE

Doutor em Engenharia de Produção

Athos Paulo Tadeu Pacchini, Universidade Nove de Julho - UNINOVE

Doutorando em Engenharia de Produção

Wagner Cezar Lucato, Universidade Nove de Julho - UNINOVE

Doutorado em Engenharia de Produção (Conceito CAPES 4). Universidade Metodista de Piracicaba, UNIMEP, Brasil.

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