BENEFÍCIOS DA UTILIZAÇÃO DA ETNOGRAFIA PARA A ANÁLISE DO SISTEMA DE GESTÃO DE QUALIDADE DE UMA ORGANIZAÇÃO MILITAR AEROESPACIAL BRASILEIRA

Abstract

Studies on Quality Management System (QMS) involve complex situations that are not easy to understand using only quantitative research methods. Therefore there is the need for qualitative methods. This article aims to address the benefits of using ethnography - a qualitative research method - and it was developed by two goals: 1) to describe the ethnographic method and its use in analysis of QMS, 2) assess the methodological aspects of a ethnographic research conducted in a Brazilian Aerospace Military Organization. The analysis used a methodology based on ethnography, with actions were guided by the structure of the PDCA/PDCL cycle. For data collection, three research techniques were adopted: analysis of documents, interviews and participant observation. The Ethnography proved extremely significant because it reached a level of detailed and comprehensive insights and knowledge about the organization's servers and their real needs. Index Terms - Ethnography; Quality Management System; Military Organization; Aerospace Sector.