masterThesis
Benefícios e dificuldades na adoção de um sistema de gestão da qualidade no Rio Grande do Norte
Fecha
2013-12-02Registro en:
SILVA JUNIOR, Mauro Tomaz da. Quality management system: benefits and difficulties of the quality management system in Rio Grande do Norte. 2013. 118 f. Dissertação (Mestrado em Estratégia; Qualidade; Gestão Ambiental; Gestão da Produção e Operações) - Universidade Federal do Rio Grande do Norte, Natal, 2013.
Autor
Silva Junior, Mauro Tomaz da
Resumen
Taking competitive advantage or satisfy the client are the reasons why companies have
been implementing a Quality Management System (QMS). It brings benefits such as the
improvement in the processes, products and services; an enhancement in the image of
the company (marketing) and satisfaction of the clients. As a whole, this paper aims to
evaluate the results obtained from the implementation of the QMS in the certified
companies in the ISO 9001 standard, contained in the database of INMETRO, of the
Rio Grande do Norte State (RN). In order to achieve the goals, a bibliographical
research about the theme quality management system was made and, subsequently a
survey was made with the managers of the certified companies in RN, using the online
questionnaire. Out of 27 companies that have the certificate in Rio Grande do Norte, 21
responded the data collection instrument. The data analysis was made through
techniques of descriptive and multivariate statistics: cluster analysis. The research
instrument used contained 20 questions that address the main theme of this dissertation.
Using the cluster analysis, four groupings that possessed similarities concerning the
survey answers were found. This analysis allowed us to conclude that the QMS boosts
significant improvements in the organizations, such as: quality in the reputation of the
company and sales increase. On the other hand, it allowed us to identify as main
difficulties: the dissemination of the quality culture, lack of commitment of the whole
organization and the resistance of the workers