Open AccessTotal Quality Management: the case of an electricity distribution company
Author(s) -
Ana Carla de Souza Gomes dos Santos,
Leandro Machado de Carvalho,
Caio Ferreira de Souza,
Augusto da Cunha Reis,
Alberto Eduardo Besser Freitag
Publication year - 2019
Publication title -
brazilian journal of operations and production management
Language(s) - English
Resource type - Journals
eISSN - 2237-8960
pISSN - 1679-8171
DOI - 10.14488/bjopm.2019.v16.n1.a5
Subject(s) - pdca , electricity , total quality management , quality management , pareto chart , originality , pareto analysis , operations management , quality (philosophy) , electric power distribution , process management , work (physics) , distribution (mathematics) , business , engineering , pareto principle , qualitative research , management system , mathematics , mechanical engineering , mathematical analysis , social science , philosophy , electrical engineering , epistemology , voltage , lean manufacturing , sociology
Goal: this research aims to deploy TQM in the new customers area of an electricity distribution company, located in Campos dos Goytacazes (Rio de Janeiro), based on three management pillars: guidelines, processes and routine.
Design / Methodology / Approach: the nature of this work is applied research, with a qualitative problem approach, characterized as exploratory, using case study as a technical procedure, with data collected between april and september of 2015.
Results: the performed methodology allowed a reduction of both "orders after deadline" (12%) and "unproductive visits" (22%) indicators.
Limitations of the investigation: the research presented limitations, first, because of the resistance of some employees during the tools implementation and second, the methodology was implemented only in a sector of the company.
Practical implications: the study was based on indicators and targets already used by the company. It was proposed and implemented an anomalies analysis and tools such asthe PDCA cycle, Pareto and Ishikawa diagrams, 5W1H, and Standard Operating Procedures.
Originality / Value: there is little research with emphasis on TQM, especially when referring to an analysis using three levels of management (guidelines, process and routine) in the Brazilian electricity sector.