Gestão & Produção
https://www.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

Downloads: 0
Views: 968

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

Referências

Agle B. R., Caldwell C. B. Understanding research on values in business. Business & Society. 1999;38(3):326-87.

Alcadipani R., Crubellate J. M. Cultura organizacional: generalizações improváveis e conceituações imprecisas. Revista de Administração de Empresas. 2003;43(2):64-77.

Andrade D. V. P., Queiroz J. V., Queiroz F. C. B. P., Souza G. H. S., Lima N. C., Diógenes J. R. F. Importance of total quality management systems for managers of Brazilian Universities. The New Educational Review. 2014;37(3):140-9.

Ashkanasy N. M., Wilderom C. P. M., Peterson M. F. Handbook of organizational culture and climate.. 2000.

Empresas certificadas ISO 9000. 2014.

Anuário da indústria automobilística brasileira. 2012.

Baird K., Hu J. K., Reeve R. The relationships between organizational culture, total quality management practices and operational performance. International Journal of Operations & Production Management. 2011;31(7):789-814.

Biazzo S., Bernardi G. Process management practices and quality systems standards: Risks and opportunities of the new ISO 9001 certification. Business Process Management Journal. 2003;9(2):149-69.

Black S. A., Porter L. J. Identification of the critical factos of TQM. Decision Sciences. 1996;27(1):1-21.

Bragg S. What are the benefits of total quality management (TQM)?. 2013.

Brodbeck P. Carros populares perdem espaço na preferência dos consumidores. 2014.

Buch K., Rivers D. TQM: the role of leadership and culture. Leadership and Organization Development Journal. 2001;22(8):365-71.

Cable D. M., Judge T. A. Interviewers’ perceptions of person-organization fit and organizational selection decisions. The Journal of Applied Psychology. 1997;82(4):546-61.

Calmon F. Mercado brasileiro de carros só voltará a crescer em 2017. 2015.

Chapman R. L., Clarke P., Sloan T. TQM in continuous-process manufacturing: Dow-Corning (Australia) Pty Ltd. International Journal of Quality & Reliability Management. 1991;8(5):77-90.

Chase R. B., Aquilano N. J., Jacobs F. R. Operations management for competitive advantage. 2001.

Choi T. Y., Eboch K. The TQM paradox: relations among TQM practices, plant performance, and customer satisfaction. Journal of Operations Management. 1998;17(1):59-75.

Claver E., Gascó J., Llopis J., González R. The strategic process of a cultural change to implement total quality management: a case study. Total Quality Management. 2001;12(4):469-82.

Crispim S. F., Baptista J. A. A., Lima M. A., Lopes M. S., Medina R. M. Concessionárias de veículos: Estratégia de agregação de valor por meio de serviços.. 2007.

Baldrige national quality program. 2002.

Das A., Handfield R. B., Calantone R. J., Ghosh S. A contingent view of quality management: The impact of international competition on quality. Decision Sciences. 2000;31(3):649-90.

Deliberato A. Brasil terá 10 novas fábricas de carro e R$ 14 bilhões investidos até 2016. 2014.

Densten I. L., Sarros J. C. The impact of organizational culture and social desirability on Australian CEO leadership. Leadership and Organization Development Journal. 2012;33(4):342-68.

Diógenes J. R. F., Souza K. C., Queiroz F. C. B. P., Queiroz J. V., Hékis H. R. Adoção as práticas de qualidade pelas concessionárias automotivas situadas em Natal/RN. Revista Latino-Americana de Inovação e Engenharia de Produção. 2013;1(1):59-72.

Edvardsson B., Gustafsson A., Roos L. Improving the prerequisites for customer satisfaction and performance. International Journal of Quality and Service Sciences. 2010;2(2):239-58.

Ehlers U. D. Understanding quality culture. Quality Assurance in Education. 2009;17(4):343-63.

Autopeças estão em falta no mercado. 2011.

Fabiano S. R. Certificação: qualidade e produtividade andam juntos. 2014.

Anuário 2012: o desempenho da distribuição automotiva no Brasil. 2012.

Fleury M. T. L. Cultura da qualidade e mudança organizacional. Revista de Administração de Empresas. 1993;33(2):26-35.

Fleury M. T. L. O desvendar a cultura de uma organização: uma discussão metodológica. 2007.

Flynn B. B., Schroeder R. G., Sakakibara S. A framework for quality management research and an associated measurement instrument. Journal of Operations Management. 1994;11(4):339-66.

Forza C. Survey research in operations management: a process-based perspective. International Journal of Operations & Production Management. 2002;22(2):152-94.

Fotopoulos C. V., Psomas E. L. The impact of “Soft” and “Hard” TQM elements on quality management results. International Journal of Quality & Reliability Management. 2009;26(2):150-63.

Fotopoulos C., Psomas E. The structural relationship between TQM factors and organizational performance. The TQM Journal. 2010;22(5):539-52.

Fraser K., Tseng B., Hvolby H. TQM in new car dealerships: a study from the firms’ perspective. The TQM Journal. 2013;25(1):5-17.

Número de veículos em recall aumenta 130% em 2015, diz Procon. 2015.

Gadelha I. Mesmo na crise, montadoras têm R$ 9 bi em investimentos. 2015.

Gallear D., Ghobadian A. An empirical investigation of the channels that facilitate a total quality culture. Total Quality Management & Business Excellence. 2004;15(8):1043-67.

Gimenez-Espin J. A., Jiménez-Jiménez D., Martínez-Costa M. Organizational culture for total quality management. Total Quality Management & Business Excellence. 2013;24(5-6):678-92.

Gouveia V. V., Milfont T. L., Fischer R., Coelho J. A. P. M. Teoria funcionalista dos valores humanos: Aplicações para organizações. Revista de Administração Mackenzie. 2009;10(3):34-59.

Green T. J. TQM and organizational culture: how do they link?. Total Quality Management & Business Excellence. 2002;23(2):141-57.

Hair Jr. J. F., Babin B., Money A. H., Samouel P. Fundamentos de métodos de pesquisa em administração. 2005.

Handfield R., Jayaram J., Ghosh S. An empirical examination of quality tool deployment patterns and their impact on performance. International Journal of Production Research. 1999;37(6):1403-26.

Hartmann A. The role of organizational culture in motivating innovation in construction firms. Construction Innovation. 2006;6(3):159-72.

Herrmann J. R., Copello Jr J. C. Sistema de gestão da qualidade ISO 9001:2008: uma estratégia de gestão para as organizações contábeis do RS. Revista Eletrônica do Curso de Ciências Contábeis. 2014;5:1-28.

Hietschold N., Reinhardt R., Gurtner S. Measuring critical success factors of TQM implementation successfully – a systematic literature review. International Journal of Production Research. 2014;52(21):6254-72.

Hildebrandt S., Kristensen K., Kanji G., Dahlgaard J. J. Quality culture and TQM. Total Quality Management. 1991;2(1):1-16.

Hofstede G. Culture and organizations: Software of the mind, intercultural cooperation and its importance for survival. 1994.

Howard L. W. Validating the competing values model as a representation of organizational cultures. The International Journal of Organizational Analysis. 1998;6(3):231-50.

Irani Z., Beskese A., Love P. E. D. Total quality management and corporate culture: Constructs of organisational excellence. Technovation. 2004;24(8):643-50.

Jayaram J., Ahire S. L., Dreyfus P. Contingency relationships of firm size, tqm duration, unionization, and industry context on tqm implementation – a focus on total effects. Journal of Operations Management. 2010;28(4):345-56.

Kaynak H. The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management. 2003;21(4):405-35.

Kotter J. P., Heskett J. L. Corporate culture and performance. 1992.

Krajewski L. J., Ritzman L. P. Operations management strategy and analysis. 2001.

Kristianto Y., Ajmal M., Sandhu M. Adopting TQM approach to achieve customer satisfaction. The TQM Journal. 2012;24(1):29-46.

Kumar R., Garg D., Garg T. K. TQM Success Factors in North Indian Manufacturing and Service Industries. The TQM Journal. 2011;23(1):36-46.

Lakhal L., Pasin F., Limam M. Quality management practices and their impact on performance. International Journal of Quality & Reliability Management. 2006;23(6):625-46.

Lima M. A. Contribuição para a compreensão do modelo de operação das concessionárias de veículos no brasil e da utilização do F&I – finance and insurance: Um estudo de caso em uma grande rede de concessionárias fiat. 2009.

Malhotra N. K. Pesquisa de marketing: foco na decisão. 2011.

Marchand A., Haines 3rd V. Y., Dextras-Gauthier J. Quantitative analysis of organizational culture in occupational health research: a theory-based validation in 30 workplaces of the organizational culture profile instrument. BMC Public Health. 2013;13(1):443.

Martin J. Cultures in organizations: three perspectives. 1994.

Mokhtar S. S. M., Yussof R. Z. The influence of top management commitment, process quality management and quality design on new product performance: A case of Malaysian manufacturers. Total Quality Management & Business Excellence. 2010;21(3):291-300.

Nair A. Meta-analysis of the relationship between quality management practices and firm performance – implications for quality management theory development. Journal of Operations Management. 2006;24(6):948-75.

O’Reilly 3rd C. A., Caldwell D. F., Chatman J. A., Doerr B. The promise and problems of organizational culture: CEO personality, culture, and firm performance. Group & Organization Management. 2014;39(6):595-625.

O’Reilly C. A., Chatman J., Caldwell D. F. People and organizational culture: a profile comparison approach to assessing person-organization fit. Academy of Management Journal. 1991;34(3):487-516.

Oliveira Á. F., Gomide Jr S. Inventário de cultura organizacional: Adaptação e validação de um instrumento de diagnóstico para o contexto brasileiro. Revista Psicologia. Organizações e Trabalho. 2009;9(2):8-21.

Pires J. C. S., Macêdo K. B. Cultura organizacional em organizações públicas no Brasil. Revista de Administração Pública. 2006;40(1):81-105.

Prajogo D. I. The comparative analysis of TQM practices and quality performance between manufacturing and service firms. International Journal of Service Industry Management. 2005;16(3):217-28.

Rahman S., Bullock P. Soft TQM, hard TQM, and organisational performance relationships: an empirical investigation. Omega. 2005;33(1):73-83.

Reeves C., Bednar D. Defining quality: alternatives and implications. Academy of Management Review. 1994;19(3):419-45.

Rezende J. Falta de autopeças encabeça ranking de reclamação em MG. 2013.

Samson D., Terziovski M. The relationship between total quality management practices and operational performance. Journal of Operations Management. 1999;17(4):393-409.

Saraph J. V., Benson P. G., Schroeder R. G. An instrument for measuring the critical factors of quality management. Decision Sciences. 1989;20(4):810-29.

Sarathy P. S. TQM practice in real-estate industry using AHP. Quality & Quantity. 2013;47(4):2049-63.

Schein E. Organization culture and leadership: a dynamic view. 1992.

Senge P. M. A quinta disciplina: arte e prática da organização que aprende. 2008.

Shortell S. M., O’Brien J. L., Carman J. M., Foster R. W., Hughes E. F., Boerstler H., O’Connor E. J. Assessing the impact of continuous quality improvement/total quality management: Concept versus implementation. Health Services Research. 1995;30(2):377-401.

Silva Jr M. T., Diógenes J. R. F., Queiroz F. C. B. P., Queiroz J. V. Utilização da ISO 9001: um survey nas empresas situadas no Estado do Rio Grande do Norte, Brasil. 2014.

Silva R. S., Lima M. S. N., Neto G. K. S., Santos T. S., Farias A. P. S. Programa de atenção total ao cliente: um estudo de caso numa concessionária localizada no interior de Pernambuco. 2012.

Smircich L. Concepts of culture and organizational analysis. Administrative Science Quarterly. 1983;28(3):339-58.

Smith J. L. Face of quality: leading the quality culture. Quality Magazine. 2010.

Smith M. Management accounting for competitive advantage. 1999.

Sousa R., Voss C. Quality management re-visited: a reflective review and agenda for future research. Journal of Operations Management. 2002;21(1):1-18.

Talib F. An overview of total quality management: understanding the fundamentals in service organization. International Journal of Advanced Quality Management. 2013;1(1):1-20.

Talib F., Rahman Z., Qureshi M. The relationship between total quality management and quality performance in the service industry: a theoretical model. International Journal of Business, Management and Social Sciences. 2010;1(1):113-28.

Talib F., Rahman Z., Qureshi M. Total quality management in service sector: a literature review. International Journal of Business Innovation and Research. 2012;6(3):259-301.

Terziovski M., Samson D. The link between total quality management practice and organisational performance. International Journal of Cross Cultural Management. 1999;16(3):226-37.

Terziovski M., Samson D., Dow D. The business value of quality management systems certification: Evidence from Australia and New Zealand. Journal of Operations Management. 1997;15(1):1-18.

Triginelli P., Monegato M. Jovem compra carro usado e em dois dias encontra 12 problemas. 2011.

Valls V. M. O enfoque por processos da NBR ISO 9001 e sua aplicação nos serviços de informação. Ciência da Informação. 2004;33(2):172-8.

Valmohammadi C. The Impact of TQM Implementation on the organizational performance of Iranian manufacturing SMEs. The TQM Journal. 2011;23(5):496-509.

Brasil segue como quarto maior mercado automotivo do mundo. 2013.

Vanagas P. Management of rural business. Rural Development. 2005:89-91.

Vanalle R. M., Salles J. A. A. Relação entre montadoras e fornecedores: modelos teóricos e estudos de caso na indústria automobilística brasileira. Gestão & Produção. 2011;18(2):237-50.

Setor de automóveis sofre com a crise, mas já há sinais de reação, diz Anfavea. 2015.

Viada-Stenger M. C., Balbastre-Benavent F., Redondo-Cano A. M. The implementation of a quality management system based on the Q tourist quality standard: The case of hotel sector. Service Business. 2010;4(3-4):177-96.

Vieira A., Caraschi J. C., Prates G. A. ISO 9001 certified implementation in a cardboard company: Internal and external impacts evaluation. Brazilian Journal of Biosystems Engineering. 2014;8(3):263-70.

Vouzas F., Psychogios A. G. Assessing managers’ awareness of TQM. The TQM Magazine. 2007;19(1):62-75.

Welikala D., Sohal A. Total quality management and employees’ involvement: A case study of an Australian organisation. Total Quality Management & Business Excellence. 2008;19(6):627-42.

Woods J. A. The six valus of quality culture: building a culture to develop committed employees, delighted customers, and continuous improvement. 1996.

Zhang Z., Waszink A., Wijngaard J. An instrument for measuring TQM implementation for Chinese manufacturing companies. International Journal of Quality & Reliability Management. 2000;17(7):730-55.

5def93df0e88253930b5f734 gp Articles
Links & Downloads

Gest. Prod.

Share this page
Page Sections