Sistema de gestão da qualidade total: um estudo de caso da empresa Newland

Abstract

The purpose oh this monograph is to identify the main benefits obtained difficulties faced by Newland Veiculos Company with the implementation of the Total Quality Management System. It presents as theoretical foundation the study of total quality management tools, such as ISO standards, as well as the Toyota Way philosophy of work so remarkable within the Newland group and how the use of such tools and methods are important for control and quality assessment. The research is exploratory and descriptive conducted through the application of a questionnaire based on the likert scale of factors related to the quality of customer service and the employees level of perception about the company’s quality management system, which identifies the degree, motivations and negative points, aiming to find foundation for the research questions. Observing at a general level the sample provided that the employees of the researched company present a satisfactory level of perception about the quality management due to the positive results, especially the perception of the employees about the quality customer service of the company since 60% responded that they believe the service information is passed on clearly to the costumer. Another factor was the identification of motivations for the quality offered, with a percentage of 50% who agree that the company knows or seeks to know better the profile of costumers. This results made it possible to establish a relationship between the use of quality tools with significant improvements in the production process and the understanding of the employee’s level of perception about the importance of quality management within the Newland group.