8D TOOL APPLICATION FOR CUSTOMER QUALITY ROUBLESHOOTING

Abstract

This study addresses quality management in an automotive industry while proposing to improve the application of the 8D tool to minimize customer quality issues, as well as their recurrence. This is an action research with a case study design where the primary data were produced/collected through unstructured interviews and the secondary data from the management and registration of key indicators of the studied company. In the discussion, the theoretical and conceptual aspects were intertwined with the data produced in order to explain the problem of the study. In the research we can see the relationship between the methodology used for problem solving and increased efficiency in the application of the 8D tool with consequent reduction of recurrence of quality problems in the customer. The main limitation of this research was the fact that it used data from a single company. In future studies, this deficiencyis suggested to be overcome by analyzing data from other companies in the same sector.