Inadimplência no serviço mecânico de automóveis: um estudo de caso sobre as suas causas na mecânica automotor em Palmeira das Missões - RS

Abstract

Due to the globalization of markets, promulgated by advances in communication and information technologies, finance had to update itself as they can keep up with new trends, aiming not only to remain in increasingly competitive scenarios, but also to expand their niches markets, which tend to become increasingly international. Managers must always be attentive and in search of strategies to keep the company protected from external risks and to reduce as much as possible causes that could put the company's financial health at risk. Taking into account the current economy of Brazil, which is in an economic crisis, promulgated by the contraction of the buyer market, which had to readjust to the pandemic context, due to COVID IX, which is worrying managers, is the growing number of default that occurs for several reasons, such as unemployment and financial problems. Therefore, the main objective of this study was to identify the factors causing default in the company Mecânica AutoMotor, located in the city of Palmeira da Missões-RS, and thus, it was possible to bring suggestions for future improvements for the company through the 5W2H tool. The data were collected through a structured interview and, after being analyzed, the results were divided into four categories of analysis: satisfaction with the service, form of payment, motivation for non-payment and action plan. In light of this, it was possible to draw up a strategy plan in order to suggest solutions for improvements to the company, such as formalizing the payments section, without being based on trust; implement a management system, thus having all the important data of the company's customers; establish a formal collection system with clear and simple rules, thus being able to minimize the number of defaulters and significantly contribute to the financial health of the organization. It was also possible to identify positive points that customers highly value. In this context, an example of this is the company's punctuality in delivering the car that was being repaired, and the good relationship with the owner and employees. As well as positives, it was also possible to identify negative points, which the company needs to focus its efforts to make improvements. Therefore, as limitations of the study, the fact of not getting access to all the defaulters of the company stands out. For future studies, it is suggested that this research be applied in other companies, so that they can base themselves and identify their problems and solve them.