Aplicação das ferramentas da qualidade para solução de problemas: estudo de caso em uma loja on-line de roupas e acessórios femininos

Abstract

The objective of this study is to verify, through quality tools, improvements to be used in an online store of women's clothing and accessories, located in Arapiraca – AL, with the aim of improving its operational performance. To do this, we searched through bibliographical references on the topic of quality tools, sales, metrics, digital platforms and virtual stores in order to build considerations about the problems encountered in the online sales process in small retail companies. We used to collect data respectively the metrics, real profile engagement, reach, impression, profile visits and clicks on the bio link, being a tool provided by Instagram itself, where it was possible to analyze and guide, through theory together with calculation the real engagement of the profile and the application of three quality tools, Flowchart, 5W2H and PDCA Cycle. In this way, the study seeks not only to identify problems, but also to propose effective solutions to improve the performance of the online store, ensuring its competitiveness in the digital market.