Manutenção produtiva total: implantação do pilar da melhoria focada numa empresa do setor terciário

Abstract

With the growth in the importance of the tertiary sector in the global economy, companies need alternatives to become competitive and, in this context, maintenance is important to increase the efficiency and quality of services provided. The study focuses on maintenance management and aims to implement the pillar of focused improvement of Total Productive Maintenance (TPM) in a tertiary sector company. To achieve this, the following specific objectives have been defined: understand the maintenance situation in the company, propose an indicator to monitor the implementation, apply Failure Mode and Effects Analysis (FMEA) tool and identify critical factors for the implementation of the pillar. The study was conducted in an autocenter whose main service is tire change in the assembly area. Initially, the indicator was inconclusive to demonstrating the effects of the implementation, however, it enabled quantitative monitoring of the process, which had not been done in the company before. The FMEA tool enabled the determination of process steps criticality and actions to mitigate potential causes. The critical factors identified were the use of the indicator for monitoring, commitment of those involved, communication, and adaptability to the company's context. In future studies, it is recommended to adopt a qualitative approach to investigate the effects on service quality and the implementation of the other pillars of TPM.