GESTÃO DE QUALIDADE EM SERVIÇOS DE MANUTENÇÃO DE AR CONDICIONADO AUTOMOTIVO:Revisão Bibliográfica das melhores práticas

Abstract

This bibliographic review examines the application of quality management principles in automotive air conditioning maintenance. It identifies a gap in the standardization of practices and dedicated literature in this niche. The study utilizes established theoretical frameworks in Administration, focusing on the PDCA (Plan-Do-Check-Act) cycle, and considers internationally recognized standards such as ISO 9001. The discussion highlights the significance of integrating these concepts into automotive maintenance to enable continuous improvements and ensure service quality. The ISO 9001 standard sets stringent criteria for quality management systems, underscoring customer satisfaction and ongoing enhancement. The paper concludes that incorporating the PDCA cycle into automotive air conditioning maintenance is crucial for advancing quality practices in the automotive sector. The proposed diagram illustrates the specific application of the PDCA cycle in automotive air conditioning maintenance. This cycle starts with Planning, identifying problems, and formulating inspection plans. It proceeds to Execution with necessary inspections and maintenance, followed by Verification to assess the effectiveness of the actions taken. The final phase, Action, concentrates on standardizing practices and planning future maintenance. This approach not only fosters efficiency and efficacy but also continuous process improvement, aligning with advanced quality practices and placing the customer at the center of the maintenance strategy. KEYWORDS: Quality management; ISO 9001; automotive air conditioning maintenance; PDCA cycle.