Estruturação de elementos da gestão da qualidade total para uma empresa de moveis planejados

Abstract

The custom-furniture sector involves a high degree of personalization, production complexity, and increasingly demanding market requirements, which makes quality management a strategic factor for organizational competitiveness. This study aims to structure a proposal for implementing Total Quality Management (TQM) aligned with the needs and organizational context of a custom-furniture company located in Santa Rita, Paraíba, specialized in the manufacture of made-to-measure furniture for the residential and corporate segments. Initially, a conceptual overview is presented on the evolution of quality, leading up to the era of Total Quality Management and its developments. The methodology is characterized as applied research, with a qualitative-quantitative approach, descriptive nature, and developed through a case study. Data were collected from internal quality records, damage indicators, customer complaints, and leadership perceptions.Based on this evidence, a proposal was developed to structure the elements of TQM, represented by a “quality cabinet,” organized around requirement-assurance axes: Quality Assurance of Inputs, Organizational Performance Management, and Knowledge Development and Standardization, supported by Leadership, Top Management, and Continuous Improvement. Action fronts were defined to provide practical direction for the idea.The proposal was validated through its alignment with strategic planning, the essential elements of TQM, and Deming’s principles. It is concluded that the structured proposal demonstrates adherence to the principles of Total Quality Management and to the needs identified in the organization, thus meeting the objectives of the study. Furthermore, its potential is highlighted as a foundation for consolidating quality.