Gestão estratégica de indicadores no setor de facilities: uma abordagem baseada em ferramentas da qualidade

This study presents the development and implementation of performance indicators in the Facilities sector of a pharmaceutical company located in the Midwest region of Minas Gerais, Brazil. Faced with the absence of a formal method for monitoring the processes in this specific sector, the research aimed to create metrics capable of guiding managerial decisions and promoting the continuous improvement of activities. To achieve this, an applied research approach was conducted, combining the analysis of internal reports, direct observation, and the practical use of quality tools, supported by spreadsheets for data organization. Indicators were established for disposable material costs, pest control, snack expenses, locker management, uniform management, and cleaning services, with defined periodicity, targets, and execution feasibility. The adoption of these metrics led to more standardized procedures, better resource utilization, and the creation of a reliable database to support future decisions. Despite the short data collection period and necessary adjustments to some indicators, it is concluded that the model is both feasible and adaptable to other organizational settings. Concrete results include the reduction of disposable material costs, optimization of snack-related expenses, improvement in locker management, and enhancement of laundry control.