Análise do desempenho e sugestão de melhorias em uma empresa do segmento metalmecânico: uma abordagem utilizando a matriz importância-desempenho

Abstract

The motorcycle industry has grown in recent years and, as a result, the demand for parts and accessories for these types of vehicles has also increased, making competition among companies that operate in the manufacturing and sales segment of these products more fierce. In this context, it is clear that these organizations need to create more efficient strategies in order to better satisfy their customers and remain competitive. In view of this, the application of the importance-performance matrix emerges as an effective tool for analyzing the performance of an organization, creating a basis for promoting improvements in it. Thus, this study aims to evaluate the performance of a company in the metalworking segment regarding the aspects of quality, speed, flexibility, reliability and cost. To this end, the importance-performance matrix was used to analyze the company's performance, as well as quality tools, such as process mapping, cause and effect diagram and 5W1H, to analyze the organization's processes, identify the causes of the problems encountered and develop an action plan to promote improvements in the company, respectively. Through this study, it was possible to identify aspects considered important by customers, but which the company has not met satisfactorily, and which are related to cost and quality criteria. Combining this with the proposed action plan, the study provided the organization with a better understanding of its target audience, thus creating a basis for making more effective decisions, such as defining the best prices for products, which will provide greater satisfaction for its customers.