Aplicação do dmaic para a redução do número de reclamações por itens defeituosos em uma indústria de embalagens

Abstract

In the current scenario, it is noted an increasing clients demand for quality, getting closer to what could be a zero defects culture. In this sense, the supplier must follow the clients rhythm or suffer the consequences of being replaced. Scientific researches portray the DMAIC method as satisfactory for process improvement. In this context, this study is carried out in a corrugated packaging industry, the present study follows the perspective that customer satisfaction is increased by the reduction of defective products. Currently at the company, the number of customer complaints (registered as technical reports) from the conversion and palletization areas show no tendency for reduction. The reason for this stagnation is suspected to be both the absence of a methodology for root cause investigation and the lack of monitoring of the implanted solutions. Therefore, an improvement opportunity was identified and DMAIC methodology was applied to correct these flaws. The results bring a greater accuracy in identifying the root cause of defects, the structuring of indicators and guidelines for monitoring the implemented actions and establishment of continuous improvement. With these gains, a reduction of the number of technical reports is expected.