| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.21 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
O projeto apresentado consiste na implementação de um Sistema de Gestão da Qualidade na
organização Pinheiro&Cardoso, Lda., empresa do setor da Construção Civil – Carpintaria
de Limpos. O projeto tem por base um estudo de caso, com o intuito de melhorar o seu
desempenho organizacional. O Sistema de Gestão da Qualidade projetado é apoiado pela
versão portuguesa da Norma Europeia ISO 9001:2015.
O presente estudo foi sustentado por reuniões com a gestão de topo da Pinheiro&Cardoso,
Lda., entrevista com os colaboradores, formação de sensibilização com toda a organização
e observações do autor, permitindo o desenvolvimento de uma proposta para futura
implementação de um Sistema de Gestão da Qualidade na empresa.
A metodologia utilizada neste trabalho é o estudo de caso de natureza qualitativa.
Primeiramente, foi feita uma análise das práticas da organização face aos requisitos do
referencial normativo, consentindo num conhecimento para desenvolver as ações
necessárias à implementação do Sistema de Gestão da Qualidade. Foi estudado o processo
do trabalho desenvolvido pela organização desde a consulta dos clientes ao fornecimento de
produtos e serviços, sendo parte fundamental a abordagem por processos recomendado pelo
referencial normativo.
O resultado permitiu adequar os processos existentes, analisar o contexto organizacional e
desenvolver a estratégia de implementação do Sistema de Gestão da Qualidade de acordo
com a norma NP EN ISO 9001:2015, sempre com o foco central na satisfação dos clientes e
outras partes interessadas.
A organização Pinheiro&Cardoso, Lda., com a proposta de implementação do presente
projeto, assumiu uma nova postura face ao pensamento sobre a Qualidade e sua importância.
A perceção do funcionamento e a clarificação do seu sistema documental também foram
adquiridos pela empresa, que se comprometeu a corrigir situações, procurando a melhoria
das ligações com todas as partes interessadas.
The project presented consists on the implementation of a quality management system at the Pinheiro&Cardoso, Lda., of the building construction sector, specifically “Carpintaria de Limpos”. This project is based on a case study with the aim of improving its organizational performance. The designed Quality Management System is supported by the Portuguese version of the European Standard ISO 900:2015. The actual study was supported by meetings with Pinheiro&Cardoso, Lda. leadership, by the interviews to the employees and by the awareness formation with the whole organization and author observations, allowing the development of a proposal to a Management System of Quality future implementation in the company. The methodology used for this work was the study of a case with a qualitative nature. Firstly, the organization's practices in relation to the requirements of the normative framework were analysed, allowing knowledge to develop the actions necessary for the implementation of the Quality Management System. The work process developed by the organization was studied from the customers to the products and services suppliers, being a fundamental part in the approach by processes recommended by the referential normative. The result allowed the adequacy of the existing processes, not only to analyse the organizational context but also to develop the strategy of implementation of the Quality Management System (NP EN ISO 9001: 2015), always with the central focus on the customers’ satisfaction and other involved parts. The Pinheiro&Cardoso, Lda. organization, with the proposed implementation of this project, assumed a new posture regarding the thought about Quality and its importance. The perception of the functioning and the clarification of its documental system were also acquired by the company, which undertook to correct situations, seeking the improvement of the connections with all the interested parts.
The project presented consists on the implementation of a quality management system at the Pinheiro&Cardoso, Lda., of the building construction sector, specifically “Carpintaria de Limpos”. This project is based on a case study with the aim of improving its organizational performance. The designed Quality Management System is supported by the Portuguese version of the European Standard ISO 900:2015. The actual study was supported by meetings with Pinheiro&Cardoso, Lda. leadership, by the interviews to the employees and by the awareness formation with the whole organization and author observations, allowing the development of a proposal to a Management System of Quality future implementation in the company. The methodology used for this work was the study of a case with a qualitative nature. Firstly, the organization's practices in relation to the requirements of the normative framework were analysed, allowing knowledge to develop the actions necessary for the implementation of the Quality Management System. The work process developed by the organization was studied from the customers to the products and services suppliers, being a fundamental part in the approach by processes recommended by the referential normative. The result allowed the adequacy of the existing processes, not only to analyse the organizational context but also to develop the strategy of implementation of the Quality Management System (NP EN ISO 9001: 2015), always with the central focus on the customers’ satisfaction and other involved parts. The Pinheiro&Cardoso, Lda. organization, with the proposed implementation of this project, assumed a new posture regarding the thought about Quality and its importance. The perception of the functioning and the clarification of its documental system were also acquired by the company, which undertook to correct situations, seeking the improvement of the connections with all the interested parts.
Description
Versão Final (Esta versão contém as críticas e sugestões dos elementos do júri)
Keywords
Qualidade Sistemas de gestão da qualidade NP EN ISO 9001:2015 Satisfação do cliente Quality Customer satisfaction Quality management systems