Impacto dos custos da não qualidade nos processos de produção e atendimento ao cliente em uma empresa de móveis: uma análise para melhoria da eficiência e satisfação

Abstract

This study addressed the costs of non-quality in the production and customer service processes of a furniture company. The objective was to identify recurring failures and their financial impacts, in order to propose solutions based on quality management tools. The research was conducted through a case study, using a qualitative and quantitative approach, including interviews, document analysis, and internal company indicators. The results showed that the main costs of nonquality are related to errors in cutting, drilling, pre-assembly, and shipping, causing rework, material waste, delivery delays, and returns. For the diagnosis and proposal of improvements, quality tools such as the PDCA cycle, 5S, the GUT Matrix, the Impact vs. Effort Matrix, and the 5W2H action plan were applied, which demonstrated that strengthening preventive routines, standardizing processes, and investing in training are essential to reduce waste and increase customer satisfaction, reinforcing quality management as a strategic factor for competitiveness in the furniture sector.