Análise das barreiras ao compromisso com a melhoria contínua no serviço pós-venda da indústria automotive
DOI:
https://doi.org/10.32719/25506641.2020.8.2Palavras-chave:
Melhoria contínua, compromiso, gestão de qualidade total, automotivoResumo
O presente documento analisa as barreiras ao compromisso com a melhoria contínua (MC) em uma reconhecida empresa da indústria automotiva do Equador com o objetivo de entender quais são as razões que contribuem para essa problemática atual nesse tipo de empresas, onde os funcionários não contribuem abertamente de forma a cumprir com os objetivos e melhorar continuamente seus processos. A pesquisa é um estudo integrado realizado em dois centros de serviço técnico automotivo em Quito, no Equador. A unidade de análise integrada foi a população total de empregados e gerentes de uma organização. Os dados foram coletados através de questionários e entrevistas semiestruturadas,
e os resultados foram triangulados. Utilizaram-se procedimentos de confiabilidade e validade para aumentar os níveis de confiança dos resultados. A pesquisa mostrou que existem barreiras na iniciativa dos empregados para manter um compromisso com a melhoria contínua e com o desenvolvimento das empresas, as quais deveriam ser superadas para que se implementasse um sistema de qualidade eficiente. Além disso, concluiu-se que as percepções de compromisso dos empregados são baixas, afetando o cumprimento efetivo de seus objetivos a curto e longo prazos. Adicionalmente, demonstrou-se que tais barreiras afetam o compromisso para obter adequação e conveniência do sistema de qualidade, o que afeta a cultura organizacional para alcançar a melhoria.
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