O enfoque da qualidade aplicado a prestação de serviços de distribuição de energia eletrica no Brasil

AUTOR(ES)
DATA DE PUBLICAÇÃO

2004

RESUMO

This work makes an approach of the quality focus applied to the services rendered by electric power distribution utilities in Brazil. Through a case study, it analyzes the impacts of quality actions and the current results of Companhia Paulista de Força e Luz - CPFL s performance. In this context, it is understood as quality actions the results of the systematic approach adopted, and of process standardization and control while linked to the quality systems. Through a comparison of results of the company s administration from different periods, previous and subsequent to the certification, the work analyzes results and indicators that monitor the company performance. The work suggests the implantation of quality systems as an appropriate method to help out obtaining improvement in the quality of the services, being a tool that makes possible, through frequent auditing, periodical process reviewing and improvement. The obtained benefits with process stabilization provide potential to the company to be more prepared to a better relationship with the regulator agency and its customers. The implantation of the quality system should stem from a top management decision and its maintenance should be associated with top management sponsoring. The recognition associated with the quality certification adds value to the business as it enhances the company s image in the national electric sector and it works as one more competi tive edge in the market.

ASSUNTO(S)

gestão de empresas controle de qualidade gestão de qualidade total energia eletrica - distribuição

ACESSO AO ARTIGO

Documentos Relacionados