Modelo multicritério para classificação de ferramentas da qualidade orientadas para decisões gerenciais

Abstract

The use of methods in companies to improve the quality of products and services has been increasing in recent years. Popularly known as "quality tools," some of these methods help manage problems related to the quality of business and directly influence the outcome. The present study aims to develop a multicriteria model to classify the quality tools in order to guide the management decision making. The methodological procedures were guided by literature reviews on the intrinsic characteristics of the main quality tools and the development of the research to define problematic framing criteria in order to designate the most appropriate tool for each specific problem. Based on these premises, a multicriteria model was developed to allocate the tools in management classes. Classes suggested for this allocation were: basic class, control class, planning class and advanced class and the evaluated criteria were: information about the problem, resolution phase, simultaneous use of the tool, verification of the nature of the problem, resolution costs, type of activity, urgency for resolution, number of users, resolution time, technical team level, goal to be achieved and type of analysis required. After these steps, the AHP method was used to define the criteria weights and the multicriteria ELECTRE TRI method for the allocation process. After the ideological construction of the model was carried out an application that involved decision makers of a company that uses quality tools in its management and a characteristic problem was presented by this application. In the exposed problem situation, it was verified that the tools most indicated for resolution belonged to class C2, being chosen the tools 5W2H and PDCA cycle to solve the presented problem. It was found that the study met the proposed objectives, allocating the problem in a certain class containing the most appropriate quality tools to solve it. With the results achieved, the contribution of the work, both theoretical and practical, can be evidenced in the quality management sector, orienting itself to the use of more adequate methods to increase and control quality, through a systematized management decision making.