Implementação da ferramenta de gestão da qualidade 5W2h na correção de não conformidades de uma indústria de adesivos industriais

Abstract

In the context of Total Quality Management, meeting the requirements and expectations of customers has great importance, as well as the activities developed for this purpose. Among the daily activities of a Quality Management System, correction of root causes of non-conformities is present. The objective of this work was to implement the 5W2H quality management tool in the elaboration of actions to correct non-conformities in an industrial adhesives production industry, aiming to improve the robustness and efficiency of this process. The tool framework was developed and made available to the team, which was trained. A satisfaction survey as used to evaluate the impact of the implementation of the tool, whose answers were evaluated in percentage and through hypothesis tests. There was a great positive impact on understanding what should be done in each action, why, how and where, as well as the financial cost of each action. Thus, the non-conformity treatment process was made more robust and efficient.