A redução de problemas de qualidade através da utilização de dados de reclamação do consumidor: estudo descritivo em indústria cosmética

Abstract

The present study approaches the issue of the methodology used to treat consumer claims in a cosmetic company. In recent years the cosmetics industry is one of the most growing in Brazil and to remain competitive, companies must seek satisfaction through quality management and their certifications. The use of the database makes the products to be appropriate to consumer preferences. The complaint of unsatisfied customers produces satisfied customers, as result of the review of the production process and the product. In addition, monitoring the demonstrations of consumers is also necessary to comply with all aspects of legislation in effect and to ensure the safety of the population. To do this, ANVISA requires to manufacturers of cosmetics to perform a system called cosmetic surveillance monitoring. The proposed objective by this study was to verify how the process is performed by a cosmetic industry and how is used the database to improve products and processes.