Análise dos custos da qualidade aplicados em uma empresa de laticínios de Caçapava do Sul

Abstract

The world scenario evidences that companies are exposed to an increasing global competition. On this scenario, the function of quality and the control of costs related to quality are key to help in making decisions and maintain the continuous improvement of products and processes. This study sought to transform the costs generated by the return of milk pasteurized standardized of a company located in the southern half of Caçapava do Sul, RS, in operational and financial benefits. The research is classified in according to the objectives as descriptive, with the purpose of describing the characteristics of the milk product company. According to research explaining the main goal is to identify factors that contribute to the occurrence of the phenomena. Under the terms of the technical procedures used the case study, whose goal is profound and comprehensive analysis of issues for the broad knowledge and detailed of the goals. To achieve the goal of research, and to propose indicators based on a system of costs related to quality, were used quality tools. It was used direct observation, in loco, and also, the company's salespeople were followed in the delivery of the product in certain commercial points in the region. After it was done collection of monthly data on the amount of liters required, sold and returned to the company. The results obtained through the study demonstrated the need for control and monitoring of the causes identified. The real opportunities for improvement and reduction of costs will be immediately reversed in favor to the company and the customer. With these results were defined targets for a period of five months and plan of action.