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Implementação do sistema de gestão da qualidade perspectivando a integração do ambiente e da segurança:Implementação do Sistema de Gestão da Qualidade na Empresa XYZ, Lda.
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| 7.61 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
A implementação de sistemas de gestão da qualidade constitui nos dias de hoje uma
vantagem competitiva para as empresas, na medida em que se torna um critério
diferenciador e/ou um patamar de igualdade perante a concorrência do mercado.
A necessidade de implementação de um Sistema de Gestão da Qualidade sentida pelas
organizações, deve-se ao facto de muitas pequenas e médias empresas serem
fornecedoras de grandes organizações impondo como requisitos a implementação de
sistemas de gestão para a boa continuidade das relações comerciais. Em muitos casos
implica não só a implementação como a posterior certificação.
O objectivo deste trabalho de projecto final de mestrado é desenvolver o processo de
implementação de um Sistema de Gestão da Qualidade na empresa XYZ Portugal
Lda. baseado na norma NP EN ISO 9001:2008.
A metodologia adoptada seguiu a seguinte estrutura, inicialmente foi identificada a
necessidade de estudar a situação da empresa face ao referencial normativo ISO 9001. A
partir deste ponto foi possível avaliar as praticas desenvolvidas e os requisitos da
norma, permitindo avaliar as acções necessárias à implementação do Sistema de Gestão
da Qualidade. Foi também estudado todo o processo desenvolvido, desde a consulta do
cliente à prestação do serviço, revelando-se fundamental para a implementação do
Sistema de Gestão da Qualidade baseado na abordagem por processos, conforme
recomenda a norma.
A empresa XYZ Portugal Lda., com a implementação do presente projecto, assumiu
uma nova postura face ao mercado nacional e internacional, adquirindo a percepção do
funcionamento, a clarificação e sistematização do seu sistema documental, tendo
corrigido situações, fortalecendo a ligação com todas as partes interessadas.
The implementation of quality management systems is nowadays a competitive advantage for companies, to the extent that it becomes a criterion of differentiation and/or a level of equality in the face of competition in the market. The need for implementation of a QMS felt by organizations, dues to the fact that many SMEs to be suppliers of large organizations by imposing requirements as to implementation of management systems for good continuity of trade relations. In many cases implies not only the implementation as the subsequent certification. The objective of this work is to develop the process of implementing a quality management system in XYZ Portugal Lda based on norm NP EN ISO 9001: 2008. The methodology adopted follows the following structure, initially it was necessary to study the situation of the company in accordance with the normative reference ISO 9001. From this point it was possible to assess the practices developed and the requirements of the standard, allowing the evaluation the necessary actions for the implementation of the QMS. It was also studied the whole process developed, since the query from the client to the completion of the service. XYZ Portugal Lda, with the implementation of this project, has taken on a new attitude towards national and international market, acquiring the perception of the functioning, the clarification and systematization of its documentary system, having fixed situations, strengthening the connections with all the interested parties.
The implementation of quality management systems is nowadays a competitive advantage for companies, to the extent that it becomes a criterion of differentiation and/or a level of equality in the face of competition in the market. The need for implementation of a QMS felt by organizations, dues to the fact that many SMEs to be suppliers of large organizations by imposing requirements as to implementation of management systems for good continuity of trade relations. In many cases implies not only the implementation as the subsequent certification. The objective of this work is to develop the process of implementing a quality management system in XYZ Portugal Lda based on norm NP EN ISO 9001: 2008. The methodology adopted follows the following structure, initially it was necessary to study the situation of the company in accordance with the normative reference ISO 9001. From this point it was possible to assess the practices developed and the requirements of the standard, allowing the evaluation the necessary actions for the implementation of the QMS. It was also studied the whole process developed, since the query from the client to the completion of the service. XYZ Portugal Lda, with the implementation of this project, has taken on a new attitude towards national and international market, acquiring the perception of the functioning, the clarification and systematization of its documentary system, having fixed situations, strengthening the connections with all the interested parties.
Description
Keywords
Qualidade Sistemas de Gestão da Qualidade Abordagem por Processos Satisfação do Cliente Quality Quality management systems Process approach Customer satisfaction