A utilização de indicadores de desempenho em pequenas e médias empresas - Modelo conceitual baseado em um estudo de caso

Abstract

The search for competitiveness has required of organizations improvements in manufacturing processes, due to the existence of new conjunctures and challenges. To meet this competitive market, the internal management of the organization needs to implement tools to measure process performance through indicators to assist by means of indicators in order to assist in decision-making. These business systems need to be managed and monitored, regardless of company size. In the setting of small and medium enterprises (SMEs), specifically, one needs tools to manage uncertainty, innovate their products and services, and monitor their processes. The alignment between the literature of performance measurement systems, the specificities of SMEs and the areas of industrial engineering has a gap in scientific terms. Aiming to fill (or supplying) this pillar of the research, this study aims to develop a management model with performance indicators in the area of industrial engineering for small and medium-sized enterprises in the state of Rio Grande do Norte (RN). The industrial engineering for its conceptual characteristics, strong vision for the process, besides to the multiplicity of areas within it, was considered ideal for the systematic build an appropriate model for SMEs. For conducting this objective, the research method adopted has as aim descriptive, exploratory, focused qualitative and quantitative. Beyond the theoretical, research backed up the data analysis of information based on practical environment through structured interviews and direct observations of even the shop floor and staff in strategic positions to the problem. This research has practical application through a case study in an average company's line of sweets, candies and lollipops in the RN. From the analysis of the problems the company has developed a performance measurement plan, in order to diagnose some procedures already carried out and propose new indicators of performance-driven areas of industrial engineering. With the mapping literature and practical study, has developed a conceptual model considering the characteristics of small business, systems performance and the areas of industrial engineering to portray a greater interaction between these pillars. The main contribution of this research was to show the potential of manufacturing engineering as a tool alignment of a process performance measurement.