Aplicação de ferramentas da gestão da qualidade em uma panificadora da cidade de Monteiro - PB.

Abstract

The competitiveness increase derived from the economic globalization originated many changes in organizational models; one of those changes is related to the quality factor, which has gone through several phases. Currently, the implementation of a quality management system has become an indispensable piece to ensure the survival of an organization, as well as the achievement of competitive advantages over competitors. This paper presents a case study in a bakery in the city of Monteiro - PB, whose aim was to identify and analyze aspects that need improvement, according to problems encountered in the customers, staff, and manager's points of view, and from this, it was used quality tools in order to make them competitive aspects against competitors. Visits and interviews were made, and quality tools were used. From this utilization, it was detected the need to seek to improve their weaknesses, based on an approach for differentiation, which is believed to reach from the proposed improvements in customer service, variety, physical space, compliance and reliability.