Aplicação de ferramentas da qualidade para melhoria de processos: uma revisão sistemática da literatura

Abstract

In order to effectively implement total quality control in a company, methodologies and techniques are developed, which will serve to assist quality control. Quality tools promote process performance improvement, having the ability to identify failures and correct them. This study aimed to identify a set of quality tools to improve operational performance. Through the method of systematic literature review, the analyzes were performed: bibliometric, content and frequency. The survey results demonstrate that studies on quality tools show a continuous evolution of publication in the database used, with the highest percentage of publications in 2019, verifying that the region in which the publication of scientific articles included in the research predominated was the Southeastern Brazil. Through content analysis, it was identified that 41.67% of the 60 selected documents present the application of quality tools, such as Flowchart, Histogram, Pareto Diagram and Ishikawa Diagram, together. These tools have a synergistic effect that enhances their performance in improving operational performance. In order to improve operational performance, 23.33% of the studies identified a positive association from the use of Histogram and Control Charts; 11.67% of the studies positively associated the combination of Control Charts and Check Sheet, and in a smaller percentage (10%) of the studies associated brainstorming, the Ishikawa Diagram and 5W2H as tools with great chances of obtaining performance improvement operational. In the frequency analysis, the relative frequency of the main quality tools discussed by the studies was identified, as well as the association of these quality tools and the positive association to promote the quality of operational procedures; also evaluating the relative frequency of operational performance indicators, among which quality was the operational performance indicator that stood out the most (76.67%). As the main conclusion of the study, it can be inferred that the literature is in agreement with the use of quality tools to improve the operational performance of a company, pointing out that this can be an operational strategy, making it possible to achieve strategic goals and objectives for the success of organizations.