Application of the PDCA cycle and quality tools in reducing costs and losses in a hortifruti distributor

• Autor(a) principal: de Sousa, Rosane Sales
• Data de Publicação: 2020
• Outros Autores: Loos, Mauricio Johnny
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Journal of Perspectives in Management
• Texto Completo: https://periodicos.ufpe.br/revistas/index.php/jpm/article/view/245375
• topic: Quality Tools; Returns; Vegetables; Ferramentas da Qualidade; Devoluções; Hortifrúti

Product returns upon delivery to the customer are largely responsible for rework and reprocessing, increasing company costs and compromising the quality of the final product. This work aims to classify and quantify the reasons for returns, search for causes, propose solutions and improvements through the application of the PDCA cycle and quality tools, such as: “Flowchart”, “Verification Sheet”, “Brainstorming”, “Pareto Chart”,“Ishikawa Diagram” and “5W2H”. The most frequent reason identified was returns for quality (49.9%), followed by commercial agreement (20.8%) and excess merchandise (11.9%). The main causes of quality returns are due to the receipt of low quality raw materials and the lack of product shipping inspections.