Economia Compartilhada: Gestão da Qualidade Aplicado a uma Empresa do Ramo de Delivery de Comida

Abstract

This article addresses the quality management applied to shared economy businesses. This new model of economy has presented exponential growth in recent years and studying the development of this phenomenon is of great relevance to understand its trends. For this research, we applied the 14 points for management that describe the path to total quality proposed by Deming in 1990. The objective of this article is to present TQM as an effective quality management tool for Shared Economy environments. Through a descriptive research with exploratory weightings, of qualitative nature and case study carried out in a consecrated company of the environment, we sought to identify the perception of users and partners regarding the services offered by the platform. The research results point to the importance of the use of quality management tools in the business model studied, in the search for the dynamization and improvement of the services offered. (English) [ABSTRACT FROM AUTHOR]