Uma análise da melhoria do processo dos serviços de iluminação pública municipal: estudo de caso com a utilização das ferramentas da qualidade

Abstract

The present work has the objective of presenting a real study on the application of the quality tools with the purpose of contributing to reduce the complaints of the municipal public lighting services of the city "X", located in the metropolitan region of Salvador - Bahia. The theme was chosen taking into account the fact of the increase in the number of complaints in the municipal public lighting services. The development of this academic work consisted of the construction of the current flowchart, the survey of the quantitative data of the complaints stratified by neighborhood, the survey of possible root causes with the tool "Brainstorming", analysis and prioritization of possible root causes with the tool "Matrix of Priority ", analysis and identification of the vital causes with the tool" Matrix of Effort and Impacts" that were exposed. "Plan of Action" justified by the analysis of the results obtained and construction of the flow chart with the suggested changes. In conclusion, the contributions made and the recommendations to be developed to maintain and improve the quality of the process within the context of the scientific work are presented.