Um estudo sobre a utilização de sistemas, programas e ferramentas da qualidade em empresas do interior de São Paulo
A study on the use of quality systems, programs and tools in companies of interior of São Paulo State
Oliveira, José Augusto de; Nadae, Jeniffer de; Oliveira, Otavio José de; Salgado, Manoel Henrique
http://dx.doi.org/10.1590/S0103-65132011005000044
Prod, vol.21, n4, p.708-723, 2011
Resumo
O desenvolvimento e implantação de sistemas de gestão da qualidade e o uso de programas e ferramentas da qualidade são algumas das opções mais utilizadas pelos gestores para aumentar a competitividade de suas empresas. Nesse contexto, o objetivo deste artigo é apresentar o resultado de uma pesquisa tipo survey em que se verificaram e analisaram as principais características do processo de certificação ISO 9001, seus benefícios, suas dificuldades e quais programas e ferramentas da qualidade são utilizados em 236 empresas do interior do Estado de São Paulo. A pesquisa revelou que a certificação ISO 9001 gera benefícios significativos às organizações, tais como: melhoria dos processos internos e nos seus produtos; aumento da satisfação dos clientes; diminuição do número de não conformidades e de devoluções; aumento da produtividade e do lucro; melhoria no gerenciamento dos recursos e valorização da imagem da empresa no mercado. Ela também ratificou a importância da utilização dos programas e ferramentas da qualidade como forma de as empresas se adequarem melhor aos requisitos da norma ISO 9001. As dificuldades de desenvolvimento e implantação desses sistemas não se confirmaram para a amostra pesquisada. Apenas a resistência à mudança, dentre todas apresentadas, mereceu destaque para os pesquisados.
Palavras-chave
Sistema de gestão da qualidade. Programas da qualidade. Ferramentas da qualidade. ISO 9001. Interior do Estado de São Paulo.
Abstract
The development and implementation of quality management systems and the use of quality tools and programs are some of the most widely used options by managers to increase the competitiveness of their companies. Thus, the goal of this paper is to present the result of a research type survey which analyzed the main characteristics of the ISO 9001 certification process, its benefits and difficulties and which quality programs and tools are used in 236 company headquartered in the interior of São Paulo State. The survey showed that the ISO 9001 certification generates significant benefits to organizations, such as: improved internal processes and their products; increased customer satisfaction; decreased number of non-conformities and discards; increased productivity and profit; improved resources management and improved company image on the market. It also ratified the importance of using quality tools and programs as a way for companies to meet the ISO 9001 requirements. The difficulties to develop and implement these systems are not confirmed in the sample studied. Only the resistance to change, within all the cases presented, was highlighting by the companies.
Keywords
Quality management system. Quality programs. Quality tools. ISO 9001. Interior of the Sao Paulo State.
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