Aplicação do método DMAIC para redução de reclamações sensoriais no leite em pó em uma fábrica de lacticínios

Abstract

Based on the importance of seeking loyalty and achieving customer satisfaction, the present work consists in the execution of a project focused on Quality Management area in a large dairy industry located in the state of Minas Gerais. The main objective was to propose solutions to reduce sensory complaints in the milk powder product, increasing the customer satisfaction and reducing the impact of this deviation on the factory's indicators. To perform the analysis, the DMAIC was used with the application of the steps "define", "measure", "analyze", "improve" and “control" approaching the six sigma methodology. The study developed around the presented context is of applied nature, the problem situation is quali-quantitative with explanatory objective and action research procedures. With the application of the steps of the method it was possible to find the root causes of the problem studied and propose improvement actions that will reduce deviations related to product with altered color and flavor, agglutinated and curdled.