03. Quality Management
This work described the application of the Six Sigma quality management tool in a medium pipe steel company with problems of high product return rates. Thus, the DMAIC method was used to identify the problem, as well as to propose an action plan, created from its phases. This project brought, then, the view of managers in the application of this tool, which, generally, is used in large organizations, such as multinationals. As a result of the study, a reduction in the return rate was observed, permeating lower costs and better customer service.
PALAVRAS-CHAVE: six sigma, quality, returns.