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Abstract— This study proposes the application of the According to GALINARI et al, (2013), in this
Method of problem analysis and solving (MAPS) in respect, one of the markets that stands out in the search
conjunction with the quality tools, aiming to reduce for standardized management projects is that of planned
requests for the number of technical assistance in a wood furniture. This is due to the fact that the sector has
planned furniture industry. The methodology used in this differentiated characteristics, such as the high use of
research was a case study, in which the eight steps of the natural inputs, with customized designs to the consumer's
method were applied in order to identify the root cause of taste, furniture design with the incorporation of new
the problem and to point out through its action plan its technologies and concepts, aiming the durability of the
solution. At the end of the process, the method obtained products.
satisfactory results, with a 58% reduction in the number The furniture sector in Brazil is evident in the
of technical assistance and with savings of around 49% in transformation industry segment, gaining notable gains in
the costs generated by the occurrence of failures, causing the manufacturing area due to the significant
financial gains for the company surveyed. In addition, improvement in quality, due to the advent of new
this research contributes to the dissemination of the methodologies in the area of production aimed at the
concepts of quality tools for solving problems, as well as pursuit of excellence (ABIMOVEL, 2017). One of the
optimizing the performance improvement of production methodologies we can highlight is the Method of
processes and quality management in the fabrication of Analysis and Problem Solving (MAPS).
planned furniture. The MAPS has emerged as a strategy to improve
Keywords— Quality Tools. Quality. CQ Story. Quality the quality and productivity of organizations, widely used
Control. in Japan, is one of the managerial level tools that has the
purpose of acting against an undesirable problem or to
I. INTRODUCTION improve the current condition of a productive process.
Nowadays, obtaining quality index combined The problems are identified, treated and improved
with productivity, cost reduction, customer satisfaction through sequential steps aimed at reducing costs in
and respect for the environment have become essential for manufacturing processes (HERRON; BRAIDEN, 2006;
the permanence and survival of organizations in adapting ORIBE, 2012).
to the competitive pressures of the competitive market The application of MAPS aims to collect,
(JITPAIBOON; RAO, 2007; COBERO et al., 2014). organize and analyze information related to the process
Within this context, the challenge of companies to seek flow diagram of the products, being composed of actions
productivity with the least possible loss depends not only of prevention and reduction of problems, using tools such
on the modernization of process technologies, but also on as Cause and Effect Diagram, Pareto Chart Action Plan
an engaged and specialized team, a fast service and (5W1H ), among others (HORA; COSTA, 2009).
efficiency in the management of production The MAPS is a disciplined management strategy that
costs(LAKHAL et al, 2006; BOURKE; ROPER, 2017). seeks continuous improvement by reducing waste and
emphasizing the company's profitability, based on speed
IV. APPLICATION OF THE CASE STUDY - maintenance and correction of the products. The
RESULTS AND DISCUSSIONS administrative sector is responsible for the processes
COMPANY PROFILE related to HR and financial and operational is responsible
The study was carried out in a furniture for the costs, purchases and execution of production. The
industry located in the southern part of the city of industry currently counts on the production of furniture
Manaus, in the production and after-sales sectors with high technology machines and with an annual
(technical assistance). manufacturing capacity of around 13000 items. In 2011 it
The plant has about 20 years, employs 50 made new investments in equipment and human resources
employees in four sectors: sales (projects), administrative, in which it increased its production capacity. In 2016 with
operational and after-sales (technical assistance). The the crisis in the area of civil construction had to remodel
sales and after-sales sectors are located at the point of sale its factory park to ensure its brand in the market
of the brand and are headed by a director who is Manauara. In terms of strategic business management, it
responsible for the department and staff. The other sectors has made available a comprehensive and innovative
are located in the factory and are headed by a production portfolio to meet the diverse needs of its customers, in a
manager and an administrator. culture based on the ethics, quality and safety of its
The sales industry is responsible for the products. It is recognized in Manaus for producing
projects and sales. The aftermarket, also called technical furniture rich in detail, with quality raw material and high
assistance, is responsible for the logistics, installation, added value.
5.3.1 Stages of the product development process Second stage: The second stage of the production process
Currently the process of manufacturing the is on the factory floor. Cutting is the first process. The
company obey three steps: production scheduling sends the list for cutting the MDF
sheets. The sectioner operators perform the programming
First step: instructions, part by piece, without the need for project
Firstly, the client requests the technician's visit interpretation. The pieces are cut into the machine and
to the property for the measurements and already informs deposited in an intermediate place. There are no issues
the type of service that will be realized. These missing in this process. The batch is transferred to the
measurements are carried out millimetrically in the next laminating machine. The mill operating team
environment obeying setbacks, beams, recesses and performs the blade application instruction, as per the part
points of water and energy and sent to the designers who label. Then the pieces are sent to the drilling process,
use a computer-aided design (CAD) to generate drawings. where they are screwed together and receive the so-called
The project with the specifications of the edge tape, material that protects and finishes the sides of
furniture is carried out at the point of sale of the brand the plates. Sometimes carpenters perform trimming cuts.
and transferred to the factory, so that the quotation and When they reach the specifications the pieces are sent to
the list of materials and the deadline of the products are the paint sector for the final finish.
elaborated. The 3D design is presented to the customer
with the specifications of the furniture and the final price Third stage: When ready, the parts are sent for conference
of the project in order to get approval for the beginning of according to design and packed in a way to facilitate the
the manufacturing. After approval of the client, the assembly process in the customer's environment. The last
project returns to the factory and starts programming the process is the output of production parts. Parts are hipped
furniture manufacturing by the production management to the off-site warehouse. Parts are tagged, ensuring exact
sector. delivery of the design.
Fig.8 - Cause and Effect diagram for process and product failures.
Source: Authors, (2017).
5.4.3 Step 3 - Problem analysis secondary causes. The main causes raised by the
To analyze the problem, a chart was created members, named by Toledo (2014) of secondary causes
with the causes responsible for the occurrence of the (second level), are listed in table 14. Each member listed
problem under study, according to the Ishikawa diagram. through note (1 to 10) the main causes for the failures in
This scenario enabled the author of the project to go the finish of the final product. It is worth mentioning that
further, questioning the members why the causes listed the score was based on the data verified in projects, the
above are happening, thus generating a branch of information in the reports of requests for technical
The trainings of the employees of the The action plan made it possible to better monitor the
production sector were carried out during the month of members, especially the management (director) who did
October. It was perceived a greater commitment of the not have to open several documents to monitor the
employees since the failures in the final product began to activity.
be fought. Regarding the sectors, such as after-sales and
sales, the deadline for starting the training is for January /
2018.
Nesta etapa foram coletados dados de números Os resultados correspondentes aos 3 meses citados acima,
de solicitações de assistência técnica de novembro de houve uma redução do número de solicitações de
2017 a janeiro de 2018 depois da implantação do MASP, assistência técnica em torno de 58% (cinquenta e oito por
estabelecidas pelo plano de ação e posteriormente cento), conforme gráfico da figura 11.
comparadas com o período de junho a outubro de 2017.
Regarding the finishing, the cause studied, the October 2017. After application of MASP, in the period
number of requests was 90 in the period from June to from November 2017 to January 2018 reached 29, a
The costs and quantity of fabricated items shows the period from June 2017 to January 2018, with a
were tabulated based on the information provided by the 49% decrease in costs and the graph of Figure 14 shows
person in charge of the company. The graph of Figu re 13 the items manufactured in the same period.
more about the quality of the final product and paid more
attention to their daily activities.
The results presented demonstrated the 5.5 ANALYSIS, RESULTS AND DISCUSSIONS
effectiveness of MASP and not forgetting the Production failures are always arising in any
commitment of the team involved, who began to worry productive process in factories, and they need to be