Proposta de um índice de criticidade para avaliação de problemas de qualidade de pós-venda da indústria automobilística

Abstract

The field quality issues, which occur during the product utilization, are the most direct responsible for damage on the customer satisfaction and should be treated with absolute promptness. However, in actual business scenario, companies have more issues than manpower to solve them. Therefore, the correct understanding of the criticality of each problem is paramount for the right prioritization of their solution. To evaluate in an objective way which cases should be prioritized, a criticality index should be applied to issues reported by the consumer market. This index allows the criticality of the issue to be measured based on many factors and to be compared. This work aims to analyze some of the main criticality indexes used by the industry and based on the identified opportunities of improvement a new index is going to be proposed. In order to do it, the applied methodology was to summarize the benchmark criticality indexes and also the theoretical background needed to understand those indexes. The SWOT analysis was applied on the current indexes to identify improvement opportunities. Three groups of criteria, which are going to compose the new index, were identified, concerning qualitative, quantitative and detection items. On the detection group the reliability was included, which was not taken into account before. A Pairwise Comparison was done with all selected criteria in order to establish the weight of each one on the new index. Finally, the new index is going to be applied on real field quality issues from the automotive industry and compared to the industry current criticality understanding. On the analyzed cases the new index highlighted issues that are hardly detected and with bigger impact for the customer, comparing to the current criticality index used by the automaker. The heady duty vehicle company considered the new criticality view theoretically valid.