Aplicação de ferramentas da qualidade na gestão do setor de expedição de carga de uma transportadora

Abstract

The cargo dispatch document issuance department is crucial for heavy cargo transport companies, requiring effective quality management to ensure process efficiency. This case study aims to demonstrate how the implementation of quality management tools can contribute to operational improvements in the cargo dispatch department of a transport company. Two main issues were identified in the document issuance process: the first relates to the error of releasing a truck with two active manifests, and the second concerns incorrect information about the states through which the driver would pass on the way to the final destination. Flowchart and check sheet tools were used to address these issues. The analysis revealed that the cause of the first issue was the absence of a verification step for the MDF-e before confirming the document, which resulted in fines for the employee and delays for the driver. For the second issue, the main cause was identified as a lack of attention when entering information into the company’s system, also leading to fines and delays. Based on these analyses, improvements were proposed for the document issuance process, promoting continuous improvement efforts. The study contributes by demonstrating how resolving these identified causes enhances operational management in this industry.