The use of quality management tools in the materials shipping area: a field study in a petrochemical company in Duque de Caxias (RJ)

Abstract

Logistics is one of the most important operational areas in organizations, not only because it involves various integrated activities, but also because it is responsible for operational synchronization with suppliers and customers. In addition, the technological transformations, the structuring of new business models, and the raising of sustainable guidelines allow companies' logistics systems play an important role on costumers satisfaction and on their relationship with their stakeholders. In this context, the aim of this article is to verify the impact of using Quality Management (QM) tools in the materials shipping area within the logistics system of a petrochemical organization in the Baixada Fluminense region of Rio de Janeiro. The research is classified as a field study, with data collected by interviews and participant observation. It was treated qualitatively using discourse analysis. In the end, it was concluded that the main impacts of using these tools in the company's shipping area are increased effectiveness in communication with customers, prevention of recurrence of problems in operations, improvement of operational processes, and evaluation of costs in the area. It was also found that the operation has some challenges to overcome, in the applicability of these quality instruments and in the systems and mechanisms used to do it. The method used made it possible to gather information from a more managerial than operational perspective regarding the use of the tools, since the interviewees were the managers of the logistics operators at the units, and not their teams who apply them. The originality of the research lies in the analysis of the tools based on interviews with the operation managers.

Keywords: Quality management; Logistics; Quality tools; Shipping; Processes.