Aplicação do MASP para redução das reclamações dos clientes de uma empresa de distribuição e beneficiamento de açaí

Abstract

This study shows a practical application of the “Analysis and Solving Problem Method” (MASP) in a distribuitor and processing company of açai berry. The method applied was the use of quality tools aiming to diminish the complaints level through the identification of the motivation for the customer’s dissatisfactions. The compaints’ frequency increased in the beginning of 2018, what drew the managers’ attention to this dissatisfaction issue. In order to solve it, a multifunctional group was created, which helped in the analysis and mitigation of the problem’s causes through a strutured methodology in all its stages. As result, in only one month a 20% decrease in client’s complaint was observed, followed by a 42% decrease and, afterwards, a 14% decrease in May of 2018. Therefore, it is possible to conclude that the application of MASP simultaneously with quality tools were efficient and, furthermore, paramount to the resolution of the company’s problem.