Gestão & Produção
https://gestaoeproducao.com/article/doi/10.1590/0104-530x2046-19
Gestão & Produção
Artigo Original

Cultura da qualidade nas concessionárias automotivas brasileiras

Quality culture in the Brazilian car dealerships

Jamil Ramsi Farkat Diógenes; Fernanda Cristina Barbosa Pereira Queiroz; Jamerson Viegas Queiroz; Marciano Furukava; Nilton César Lima; Gustavo Henrique Silva de Souza

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Resumo

Resumo Este estudo teve como objetivo identificar o nível de adoção de práticas da gestão da qualidade (PGQ) e verificar se a cultura organizacional (CO) das concessionárias automotivas brasileiras são orientadas para a qualidade, com base no seguinte problema: existe uma CO nessas organizações que propicie a aplicação excelente das PGQ? Para tanto, foi aplicado um questionário contendo ferramentas de diagnóstico do perfil cultural e dos níveis de aplicação das PGQ aos gerentes de qualidade de 80 concessionárias certificadas com sistemas da família ISO 9000. Com uma taxa de resposta de 40%, verificou-se que as concessionárias adotam PGQ em níveis satisfatórios, porém a CO constatada não está suficientemente desenvolvida para absorver essas práticas em níveis excelentes. Depreende-se que esse cenário se constitui crítico, visto que organizações dessa natureza lidam com um perfil de cliente altamente exigente e rigoroso.

Palavras-chave

Gestão da qualidade, Cultura organizacional, Cultura da qualidade

Abstract

Abstract This article identifies the adoption level of quality management practices (QMP) and verifies the existence of a quality culture (QC) in the Brazilian car dealerships, motivated by the following research question: Is there an organizational culture in these dealerships that leads a high application of QMP? To address this question, diagnostic tools were applied to identify the cultural profile and QMP adoption levels with quality managers of 80 car dealerships with one of ISO 9000 family of quality management systems implemented. The results stressed that the dealerships implement QMP in a satisfactory level, however, the QC is not developed enough to implement these practices properly. This is a worrying scenario to the Brazilian car dealerships, once they work in a competitive market and deals with a rigorous customer.

Keywords

Quality management, Organizational culture, Quality culture

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