Gestão de estoques em oficinas automotivas multimarcas: análise das falhas e propostas de melhoria.

Abstract

This study aimed to analyze the failures in inventory management at a multi-brand automotive workshop, identifying their causes, operational impacts, and possibilities for improvement in the processes of material control and replenishment. The research is characterized as applied, with a qualitative approach supported by descriptive quantitative data, developed through a literature review and a case study at a multi-brand automotive center located in Recife–PE. Data collection was carried out through semi-structured interviews and direct observation of operational routines. For data analysis, quality management tools such as ABC Curve, Ishikawa Diagram, GUT Matrix, and 5W2H method were used. The results revealed significant weaknesses in inventory control processes, highlighting the absence of formal control indicated by 54.5% of respondents and the low use of computerized systems, reported by only 18.2% of the team. Failures in record-keeping, discrepancies between physical stock and the system, absence of technical replenishment criteria, and structural limitations related to physical organization and process standardization were also identified. It is concluded that the predominance of empirical management compromises operational efficiency, increases costs, and reduces the level of customer service. As a practical contribution, the study proposes the implementation of computerized controls, standardization of processes, and the use of management tools to improve the organization's operational performance.