A importância da gestão da qualidade e aplicação das suas ferramentas na logística com vista à satisfação dos clientes

The present study highlights a series of critical reflections on quality management, quality tools and logistics, with the aim of verifying whether the integration between these three processes/resources leads to the formation of quality products, in order to satisfy customers' needs and desires. The methodology used allowed to conduct an exploratory and qualitative study, based on bibliographical research, oriented to identify the central aspects of this problem. In this context, we propose a research problem, in line with the objectives, looking for an answer to them in books, articles, or other bibliographic sources (Garcia, 2016). A critical analysis was made of ten articles related to this study, nine of which fully met the objectives recommended in this investigation - demonstrated that the integration between quality management, its tools and logistics leads to the formation of quality products and the consequent satisfaction of customers' needs and desires - however, one of the articles only partially fulfilled these objectives, as it did not demonstrate that the referred integration leads to the formation of products with more quality. The results highlight that quality management works as an integrated system, in which everyone works towards the same objective, that is, customer satisfaction, which sees quality associated with the value and usefulness of the good. Likewise, the results indicate that the use of quality management tools leads to continuous improvements in processes and products, which facilitates logistics, but logistics cannot be seen in isolation, as it is part of the integrated management of quality. This panorama demonstrates that the objectives established in this study were successfully achieved.