UTILIZANDO AS FERRAMENTAS DA QUALIDADE PRA MINIMIZAR AS PERDAS POR SUBTRAÇÃO NA DISTRIBUIÇÃO E TRANSPORTE DE MERCADORIAS

Abstract

The central problem of this study is to understand how quality tools can be applied in an integrated manner to the management of distribution and transportation of goods, with the aim of reducing losses due to theft and increasing operational efficiency. The hypothesis is that the systematic use of these tools enables preventive risk monitoring and the improvement of internal controls, contributing to the reduction of theft incidents and the strengthening of logistics security. It has been demonstrated that the adoption of quality- based practices not only reduces costs and waste but also fosters an organizational culture focused on continuous improvement, safety, and operational sustainability in logistics companies. The methodology used was descriptive and exploratory, with a qualitative and quantitative approach. The case study was PTN Transportes. The analyses were obtained through questionnaires and the use of quality tools, such as 5W2H and the Cause and Effect Diagram (Ishikawa), for data organization and analysis. The results showed that cargo safety is a key factor in maintaining customer trust and the carrier's reputation. Applying the 5W method identified flaws in the driver and vehicle registration and monitoring processes, as well as in the performance of the previously contracted risk manager. Based on these findings, corrective and preventive actions were implemented, such as replacing the risk manager, improving information sources, adopting technologies at critical points, conducting more rigorous preshipment checks, and establishing periodic meetings for ongoing system review. The conclusion is that the use of quality tools, combined with management committed to continuous improvement, is an effective means of reducing losses, increasing logistics performance, and strengthening organizational competitiveness.