Application of quality management tools to optimize services and improve organizational management in a fitness Center in the city of Parauapebas-PA

Abstract

This manuscript aims to analyze the applicability of quality management tools in a gym in the city of Parauapebas-PA, aiming at optimizing services and improving organizational management. For this, an Ishikawa diagram was applied, where possible causes that would impact directly and/or indirectly on the problem to be observed. Therefore, we sought to analyze, through the application of a questionnaire, the perception of the external public in relation to the services provided, in order to confirm which possible causes, hitherto hypothetical, would actually imply the level of customer satisfaction and, consequently, in the dropout of students. To investigate the root cause, the 5 Whys tools were adopted, and from there, an action plan was proposed. The research result presents as the main factor that indicates deficiencies in the service provided was linked to the labor category, linked to the small number of instructors who provide assistance to students. With the use of the tools that make up this system, effective analyzes were obtained that met the stages of planning, control and quality improvement in services. Other factors evaluated, such as infrastructure, quality of service provided by the team, amount of equipment available in the salon or the state of conservation of this equipment, have little negative impact on the evaluation of the gym's customers.