Mapping the perception of internal customers on the quality of processes: case study in the automotive industry
DOI:
https://doi.org/10.5585/exactaep.2021.13378Keywords:
Internal processes, Value chain, Internal clientsAbstract
This work aims to evaluate the customers perception of the internal processes of a large metallurgical industry dedicated to the manufacture of auto parts. The evaluation was made considering the following aspects: product compliance, deadlines and attendance. Several studies have analyzed the value chain, but few have proposed the identification of the points to be improved collaboratively within the company. In this work, a case study was carried out and critical points were found in the internal client-provider links of the value chain. In this evaluation, sectors considered as relevant in this field of activity, such as tooling and purchasing, presented the worst results in performance factors of deadlines. Tooling was shown to be deficient in the service provision.
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