Estudo sobre a gestão de uma empresa familiar do setor varejista em Capão da Canoa/RS.

Abstract

This work was developed at the Encanto da Praia Family Market focused on the retail area in order to understand the importance of managing the family business in the retail sector, in the city of Capão da Canoa / RS. The methodology used had a qualitative approach, and the objective was descriptive exploratory research. Bibliographic and documentary searches were used. Data collection took place through a study in order to better understand the company's management process, and thus develop a research where it was applied by the researcher together with the manager who was able to detail the processes and find the errors, aiming to achieve the objectives as well as the needs of the company by innovating its ways of working. After the data collection had been analyzed, suggestions for improvement were proposed, making it possible to have a better view of the company and through the implementation of tools such as Canvas and PDCA (Plan, Drive, Control and Act), in which it was possible suggest improvements and add processes in which they were not carried out. This study demonstrates the importance of having a well-defined organizational structure, and of identifying customer satisfaction with the products and services offered by the Encanto da Praia Market, since the company's priority is quality and service to its customers, taking into account in view of the fact that a satisfied customer tends to speak well of the company to a few people, whereas a dissatisfied customer tends to speak ill of many people and end up burning the organization.