Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | REMIPE |
Texto Completo: | https://remipe.fatecosasco.edu.br/index.php/remipe/article/view/394 |
Resumo: | This manuscript aims to analyze the applicability of quality management tools in a gym in the city of Parauapebas-PA, aiming at optimizing services and improving organizational management. For this, an Ishikawa diagram was applied, where possible causes that would impact directly and/or indirectly on the problem to be observed. Therefore, we sought to analyze, through the application of a questionnaire, the perception of the external public in relation to the services provided, in order to confirm which possible causes, hitherto hypothetical, would actually imply the level of customer satisfaction and, consequently, in the dropout of students. To investigate the root cause, the 5 Whys tools were adopted, and from there, an action plan was proposed. The research result presents as the main factor that indicates deficiencies in the service provided was linked to the labor category, linked to the small number of instructors who provide assistance to students. With the use of the tools that make up this system, effective analyzes were obtained that met the stages of planning, control and quality improvement in services. Other factors evaluated, such as infrastructure, quality of service provided by the team, amount of equipment available in the salon or the state of conservation of this equipment, have little negative impact on the evaluation of the gym's customers. |
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Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PAAplicação das ferramentas de gestão da qualidade para a otimização nos serviços e melhoria na gestão organizacional em uma academia de ginástica no município de Parauapebas-PAmercado fitnesscausa e efeitomicroempresacompetitividadefitness marketcause and effectmicro enterprisecompetitivenessThis manuscript aims to analyze the applicability of quality management tools in a gym in the city of Parauapebas-PA, aiming at optimizing services and improving organizational management. For this, an Ishikawa diagram was applied, where possible causes that would impact directly and/or indirectly on the problem to be observed. Therefore, we sought to analyze, through the application of a questionnaire, the perception of the external public in relation to the services provided, in order to confirm which possible causes, hitherto hypothetical, would actually imply the level of customer satisfaction and, consequently, in the dropout of students. To investigate the root cause, the 5 Whys tools were adopted, and from there, an action plan was proposed. The research result presents as the main factor that indicates deficiencies in the service provided was linked to the labor category, linked to the small number of instructors who provide assistance to students. With the use of the tools that make up this system, effective analyzes were obtained that met the stages of planning, control and quality improvement in services. Other factors evaluated, such as infrastructure, quality of service provided by the team, amount of equipment available in the salon or the state of conservation of this equipment, have little negative impact on the evaluation of the gym's customers.Este manuscrito tem como objetivo analisar a aplicabilidade das ferramentas de gestão da qualidade em uma academia de ginástica no município de Parauapebas-PA, visando a otimização nos serviços e melhoria na gestão organizacional. Para isso, aplicou-se um diagrama de Ishikawa, onde foram levantadas possíveis causas que impactariam direta e/ou indiretamente no problema observado. Diante disso, buscou-se analisar por meio da aplicação de um questionário, a percepção do público externo com relação aos serviços prestados, a fim de confirmar quais possíveis causas, até então hipotéticas, implicariam de forma real no nível de satisfação dos clientes e, consequentemente, na evasão de alunos. Para investigação da causa raiz, adotou-se a ferramentas dos 5 Porquês, e, a partir dela, propôs-se um plano de ação. O resultado da pesquisa apresenta como fator principal que indica deficiências no serviço prestado estava ligado à categoria mão de obra, vinculados à pouca quantidade de instrutores que realizam atendimento aos alunos. Com o emprego das ferramentas que compõem este sistema, foram obtidas análises eficazes que atenderam as etapas de planejamento, controle e melhoria da qualidade nos serviços. Outros fatores avaliados como infraestrutura, qualidade do atendimento prestado pela equipe, quantidade de equipamentos disponibilizados no salão ou o estado de conservação destes equipamentos, possuem pouco impacto negativo na avaliação dos clientes da academia.FATEC Osasco2023-04-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://remipe.fatecosasco.edu.br/index.php/remipe/article/view/39410.21574/remipe.v9i1.394REMIPE - Revista de Micro e Pequenas Empresas e Empreendedorismo da Fatec Osasco; v. 9 n. 1 (2023): Revista de Micro e Pequenas Empresas e Empreendedorismo da Fatec Osasco; 118-1372446-862210.21574/remipe.v9i1reponame:REMIPEinstname:Faculdade de Tecnologia de Osasco (FATEC)instacron:FATECporhttps://remipe.fatecosasco.edu.br/index.php/remipe/article/view/394/270Copyright (c) 2023 REMIPE - Revista de Micro e Pequenas Empresas e Empreendedorismo da Fatec Osascohttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessBorba, Marcelo CostaSena, Ana Paula SouzaFreire, Luan Sousa 2023-05-10T13:34:45Zoai:remipe.fatecosasco.edu.br:article/394Revistahttp://remipe.fatecosasco.edu.br/index.php/remipe/PRIhttp://remipe.fatecosasco.edu.br/index.php/remipe/oaifernando@fernandoasantos.com.br10.215742446-86222446-8622opendoar:2024-04-22T12:03:10.750371REMIPE - Faculdade de Tecnologia de Osasco (FATEC)false |
dc.title.none.fl_str_mv |
Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA Aplicação das ferramentas de gestão da qualidade para a otimização nos serviços e melhoria na gestão organizacional em uma academia de ginástica no município de Parauapebas-PA |
title |
Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA |
spellingShingle |
Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA Borba, Marcelo Costa mercado fitness causa e efeito microempresa competitividade fitness market cause and effect micro enterprise competitiveness |
title_short |
Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA |
title_full |
Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA |
title_fullStr |
Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA |
title_full_unstemmed |
Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA |
title_sort |
Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA |
author |
Borba, Marcelo Costa |
author_facet |
Borba, Marcelo Costa Sena, Ana Paula Souza Freire, Luan Sousa |
author_role |
author |
author2 |
Sena, Ana Paula Souza Freire, Luan Sousa |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Borba, Marcelo Costa Sena, Ana Paula Souza Freire, Luan Sousa |
dc.subject.por.fl_str_mv |
mercado fitness causa e efeito microempresa competitividade fitness market cause and effect micro enterprise competitiveness |
topic |
mercado fitness causa e efeito microempresa competitividade fitness market cause and effect micro enterprise competitiveness |
description |
This manuscript aims to analyze the applicability of quality management tools in a gym in the city of Parauapebas-PA, aiming at optimizing services and improving organizational management. For this, an Ishikawa diagram was applied, where possible causes that would impact directly and/or indirectly on the problem to be observed. Therefore, we sought to analyze, through the application of a questionnaire, the perception of the external public in relation to the services provided, in order to confirm which possible causes, hitherto hypothetical, would actually imply the level of customer satisfaction and, consequently, in the dropout of students. To investigate the root cause, the 5 Whys tools were adopted, and from there, an action plan was proposed. The research result presents as the main factor that indicates deficiencies in the service provided was linked to the labor category, linked to the small number of instructors who provide assistance to students. With the use of the tools that make up this system, effective analyzes were obtained that met the stages of planning, control and quality improvement in services. Other factors evaluated, such as infrastructure, quality of service provided by the team, amount of equipment available in the salon or the state of conservation of this equipment, have little negative impact on the evaluation of the gym's customers. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-04-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://remipe.fatecosasco.edu.br/index.php/remipe/article/view/394 10.21574/remipe.v9i1.394 |
url |
https://remipe.fatecosasco.edu.br/index.php/remipe/article/view/394 |
identifier_str_mv |
10.21574/remipe.v9i1.394 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://remipe.fatecosasco.edu.br/index.php/remipe/article/view/394/270 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2023 REMIPE - Revista de Micro e Pequenas Empresas e Empreendedorismo da Fatec Osasco http://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2023 REMIPE - Revista de Micro e Pequenas Empresas e Empreendedorismo da Fatec Osasco http://creativecommons.org/licenses/by/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
FATEC Osasco |
publisher.none.fl_str_mv |
FATEC Osasco |
dc.source.none.fl_str_mv |
REMIPE - Revista de Micro e Pequenas Empresas e Empreendedorismo da Fatec Osasco; v. 9 n. 1 (2023): Revista de Micro e Pequenas Empresas e Empreendedorismo da Fatec Osasco; 118-137 2446-8622 10.21574/remipe.v9i1 reponame:REMIPE instname:Faculdade de Tecnologia de Osasco (FATEC) instacron:FATEC |
instname_str |
Faculdade de Tecnologia de Osasco (FATEC) |
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FATEC |
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FATEC |
reponame_str |
REMIPE |
collection |
REMIPE |
repository.name.fl_str_mv |
REMIPE - Faculdade de Tecnologia de Osasco (FATEC) |
repository.mail.fl_str_mv |
fernando@fernandoasantos.com.br |
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