THE USE OF TOOLS IN QUALITY MANAGEMENT IN A REFRIGERATION COMPANY IN THE CITY OF TEFÉ-AM

Abstract

This work aimed to investigate the use of the Ishikawa diagram in a refrigeration company located in Tefé-AM, known as Toninho Pinguim Climatização Refrigeração e Serviços. The research was conducted using an explanatory approach and a semi-structured questionnaire with open-ended questions was used to collect data. The results showed that the company uses the Ishikawa diagram in the maintenance processes of the products, which proved to be effective in improving service quality and increasing customer satisfaction. However, it was identified that the company does not use the Ishikawa diagram comprehensively in its overall structure. The SWOT analysis was suggested as an additional tool to identify potential problems in the company's overall structure. The research concluded that the company uses the Ishikawa diagram only in processes related to equipment and services, but that the use of this tool was effective in improving the quality of services and increasing customer satisfaction. The objectives proposed in the research were achieved, and the results obtained were satisfactory, demonstrating the importance of quality management and its tools for companies seeking to offer quality products and services.