Quality as a Competitive Differential. Shark Case Study

EasyChair Preprint 1886

Abstract

The article aims to research, analyze the quality in the execution of the services of a diving school applying quality management tools. To this end, a case study was conducted in a small company in a school and dive shop located in the city. de Ilhabela, on the north coast of the state of São Paulo. Quality control tools were used and an interview was conducted with the organization's manager to obtain data and insight on the topic. For analysis were used tools such as process mapping, Pareto diagram, PDCA, 5W2H that allowed to identify the main problems of the organization. The result obtained in this problem analysis pointed to the need to improve the qualification of employees with periodic training, streamlining service and implementation of continuous improvement process on the safety of customers and employees during the provision of diving lessons services.

Keyphrases: Diving school., Quality Management, Quality tools

@booklet{EasyChair:1886,
  author    = {David da Silva Sá and Carlos Cezar de Mascarenhas},
  title     = {Quality as a Competitive Differential. Shark Case Study},
  howpublished = {EasyChair Preprint 1886},
  year      = {EasyChair, 2019}}