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Advisor(s)
Abstract(s)
Os Sistemas de Gestão da Qualidade fornecem uma ferramenta útil às organizações para identificar, organizar e controlar os seus processos. As organizações, ao implementarem um Sistema de Gestão de Qualidade, pretendem atingir objetivos relacionados com a qualidade dos seus serviços e produtos e, consequentemente, manter um nível elevado de satisfação dos clientes. A dissertação, aqui apresentada, foi desenvolvida em contexto industrial na empresa DUOFIL – Sociedade Comercial e Industrial de Perfis, Lda, concretamente, na área da qualidade do Laboratório de ensaios industriais pertencente à empresa, com o objetivo de estudar e implementar a norma NP EN ISO 17025 da acreditação de laboratórios industriais, pois o laboratório da DUOFIL apresenta aptidão e metodologia de excelência organizacional e industrial, capaz de se tornar uma entidade independente na realização de ensaios laboratoriais relacionados com a sua atividade industrial. Assim, inicialmente foi estudada e elaborada uma análise aprofundada dos pontos essenciais que requeriam melhoria, através de ferramentas da qualidade, para a acreditação do Laboratório. Desta forma, durante o período de estágio realizou-se uma procura/pesquisa das normas desatualizadas relacionadas com a atividade do laboratório para uma futura aquisição das mesmas. Procedeu-se à alteração e melhoria dos procedimentos de ensaio laboratoriais que estavam incorretos e incompletos e criação dos inexistentes. Avaliou-se o layout do laboratório e foram apresentadas ações de melhoria e os resultados correspondentes dessas mesmas ações. Para além disso, foram determinados os erros e as incertezas associadas aos ensaios laboratoriais, que possuíam possibilidade para tal. Concluiu-se a atividade de estágio com a determinação do custeio dos ensaios, para posteriormente, ser usado na prestação de serviços a entidades externas à DUOFIL. Com o estudo realizado, a empresa foi incentivada a implementar as oportunidades de melhoria citadas, contribuindo para a futura acreditação do Laboratório da DUOFIL.
Quality Management Systems provide a useful tool for organizations to identify, organize and control their processes. Organizations, when implementing a Quality Management System, intend to achieve objectives related to the quality of their services and products and, consequently, maintain a high level of customer satisfaction. The work presented in this dissertation was developed in an industrial context in the company DUOFIL - Sociedade Comercial e Industrial de Perfis, Lda., specifically, in the area of Quality of the Chemical Engineering Laboratory owned by the company, with the objective of studying and implementing the NP EN ISO 17025 standard in order to become an independent laboratory testing entity related to its industrial activity. In this way, it was studied and elaborated an exhaustive analysis of the points that required improvement, using quality tools, for Laboratory accreditation. Consequently, during the training period, a search / research of the outdated standards related to the laboratory activity was performed for a future acquisition of them. The laboratory procedures were corrected and improved and other procedure were created. Increased industrial performance and growth of actions to improve the results of these actions. In addition, errors and uncertainties associated with the laboratory tests were chosen, which had the possibility to do so. It concludes with a costing laboratory tests activity designed at providing services to industries outside DUOFIL. With the study carried out, the company was encouraged to implement as opportunities for improvement mentioned, contribution to the future accreditation of the DUOFIL Laboratory.
Quality Management Systems provide a useful tool for organizations to identify, organize and control their processes. Organizations, when implementing a Quality Management System, intend to achieve objectives related to the quality of their services and products and, consequently, maintain a high level of customer satisfaction. The work presented in this dissertation was developed in an industrial context in the company DUOFIL - Sociedade Comercial e Industrial de Perfis, Lda., specifically, in the area of Quality of the Chemical Engineering Laboratory owned by the company, with the objective of studying and implementing the NP EN ISO 17025 standard in order to become an independent laboratory testing entity related to its industrial activity. In this way, it was studied and elaborated an exhaustive analysis of the points that required improvement, using quality tools, for Laboratory accreditation. Consequently, during the training period, a search / research of the outdated standards related to the laboratory activity was performed for a future acquisition of them. The laboratory procedures were corrected and improved and other procedure were created. Increased industrial performance and growth of actions to improve the results of these actions. In addition, errors and uncertainties associated with the laboratory tests were chosen, which had the possibility to do so. It concludes with a costing laboratory tests activity designed at providing services to industries outside DUOFIL. With the study carried out, the company was encouraged to implement as opportunities for improvement mentioned, contribution to the future accreditation of the DUOFIL Laboratory.
Description
Keywords
Qualidade Laboratório Acreditação Ensaios Incertezas Custeio laboratoriais Quality Laboratory Accreditation Laboratory tests Uncertainty Laboratory costing