PROPOSTA DE IMPLANTAÇÃO DE UM PLANO TQM EM UMA EMPRESA DE TERRAPLANAGEM: UM ESTUDO DE CASO

Abstract

TQM is understood as a management philosophy that guides companies toward achieving their performance objectives, in accordance with the organization's strategy and the needs of its stakeholders. Thus, this study aims to propose a plan for implementing Total Quality Management (TQM) for an earthmoving company, which was guided by the use of the 5W2H tool and by an analysis of the company's organizational maturity. The specific objectives of this study include identifying the advantages and difficulties of implementing TQM, assessing the company's maturity level, and proposing improvements aimed at satisfying the needs of stakeholders. The research is characterized as a case study and was conducted through the application of a structured questionnaire and on-site observations, complemented by informal conversations with the manager. The results indicated that the organization is in stage 1 of maturity, characterized by poorly systematized processes and predominantly reactive actions. The main weakness identified was internal communication, which hinders the development and execution of strategic action plans. However, it was found that the adoption of TQM can generate significant benefits, such as increased operational efficiency, improved service quality and reliability, and strengthened relationships with customers and employees.