SEIS SIGMA OBSTÁCULOS E OPORTUNIDADES COMPETITIVAS PARA AS SEGURADORAS BRASILEIRAS

Abstract

This study approaches the viability of implantation of the Six Sigma as a business strategy for the Brazilian insurance companies, as requisite partial for the degree of Master in Management Systems - Area of Concentration Total Quality Management, at the post-graduate course - Master in Management Systems at UFF - Universidade Federal Fluminense. In this direction, it became necessary to investigate the evolution stages of the quality and the insertion of the Six Sigma in this context, understanding how it differs from the previous philosophies of quality and the reason of its success between some great American and Japanese companies, in the last years. To avail the research application environment, it was necessary to trace a panorama of the Brazilian insurance market at its current moment, identifying the level of pressures, in external and internal order, to which it is submitted, how theirs quality management systems have been adequate to process the satisfaction of the customers and its perspectives of growth for the next years. From the premise that Six Sigma could, if implanted, to come to bring chances of growth for the insurance market, a qualitative research was directed for six hundred and fifty people asking about the viability of implants it in Brazilians insurance companies. Finally, the chances and the possible obstacles for the implantation of Six Sigma in the Brazilians insurance companies, had been evaluated