Contribuição do total quality management na gestão estratégica de restaurantes: Estudo de caso no restaurante regional império do baião

Abstract

This project deals with the study of quality applied to the production of a restaurant in Fortaleza - CE. It aims to answer the following question: How can Total Quality Management contribute to the optimization of the production and performance management of the regional restaurant Império do Baião? The specific objectives are: (i) identify how Total Quality Management can contribute to the improvement of the production processes of the regional restaurant Império do Baião; (ii) systematize the diagnosis of critical elements of the restaurant's quality through the SWOT Analysis; and (iii) propose improvement actions with potential for innovation in the business to improve quality during the production process. The method used is the case study of an deductive nature, with a quantity approach, and the procedures adopted are the bibliographic survey and data collection with on-site visit. As a result, it is observed that the quality process is relatively important in the management of the restaurant, through general premises that are applied by managers, that quality directly influences the productivity of the establishment and that, if it were not considered, the revenue would be lower than the current one, and innovations were proposed for quality to function as an impacting element in market competitiveness and customer perception. This study is aimed to the entrepreneurs in the food industry who seek a practical approach to the implementation of Total Quality Management in small companies and to the academics who aim to maximize their knowledge of business practices.