Total Quality Management: the case of an electricity distribution company

  • Ana Carla de Souza Gomes dos Santos Federal Institute of Rio de Janeiro – IFRJ
  • Leandro Machado Carvalho Cândido Mendes University – UCAM
  • Caio Ferreira de Souza Cândido Mendes University – UCAM
  • Augusto da Cunha Reis Federal Center for Technological Education Celso Suckow da Fonseca - CEFET/RJ
  • Alberto Eduardo Besser Freitag Federal Center for Technological Education Celso Suckow da Fonseca - CEFET/RJ
Keywords: Production and operation systems management, Electrical energy, Quality tools

Abstract

Goal: this research aims to deploy TQM in the new customers area of an electricity distribution company, located in Campos dos Goytacazes (Rio de Janeiro), based on three management pillars: guidelines, processes and routine.

Design / Methodology / Approach: the nature of this work is applied research, with a qualitative problem approach, characterized as exploratory, using case study as a technical procedure, with data collected between april and september of 2015.

Results: the performed methodology allowed a reduction of both "orders after deadline" (12%) and "unproductive visits" (22%) indicators.

Limitations of the investigation: the research presented limitations, first, because of the resistance of some employees during the tools implementation and second, the methodology was implemented only in a sector of the company.

Practical implications: the study was based on indicators and targets already used by the company. It was proposed and implemented an anomalies analysis and tools such asthe PDCA cycle, Pareto and Ishikawa diagrams, 5W1H, and Standard Operating Procedures.

Originality / Value: there is little research with emphasis on TQM, especially when referring to an analysis using three levels of management (guidelines, process and routine) in the Brazilian electricity sector.

Published
2019-03-07
How to Cite
Santos, A. C. de S. G. dos, Carvalho, L. M., Souza, C. F. de, Reis, A. da C., & Freitag, A. E. B. (2019). Total Quality Management: the case of an electricity distribution company. Brazilian Journal of Operations & Production Management, 16(1), 53-65. https://doi.org/https://doi.org/10.14488/BJOPM.2019.v16.n1.a5
Section
Articles