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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 Norma NP EN ISO 9001:2015 é uma referência quando se pretende implementar um Sistema de Gestão da Qualidade e evidencia a capacidade de uma organização fornecer produtos e serviços de acordo com os requisitos dos clientes e das partes interessadas relevantes e demonstrar o seu objetivo em melhorar o nível de satisfação dos clientes. Pelo exposto, esta dissertação pretende apresentar o trabalho desenvolvido na implementação de um SGQ orientado pela norma NP EN ISO 9001:2015 na empresa CONSORIMA – COMÉRCIO DE PRODUTOS QUÍMICOS, S.A. Mesmo não pretendendo ser uma organização certificada, o trabalho assentou na verificação de todos os requisitos da norma de forma a garantir a concordância do Sistema de Gestão da Qualidade criado com as exigências da mesma. No decurso da execução do trabalho foram implementadas medidas no sentido de ajustar o SGQ aos requisitos da NP EN ISSO 9001:2015, e também efetuada auditoria interna para avaliação dos processos da empresa e a sua conformidade com os requisitos da norma. Ao longo do processo de verificação da documentação já existente e de criação de novos processos e procedimentos necessários à implementação do SGQ, a opinião dos clientes da empresa foi estudada com o objetivo de analisar o impacto de uma possível certificação da CONSORIMA. Ficou claro que a certificação não constitui um requisito necessário para os clientes da organização visto que a mesma é capaz de apresentar todos os requisitos necessários para comprovar a eficácia do seu SGQ.
Quality Management Systems provide a useful tool for organizations to identify, organize and control their processes. Organizations, when implementing a Quality Management System, aim to achieve objectives related to the quality of their services and products and, consequently, maintain a high level of customer satisfaction. NP EN ISO 9001:2015 is a reference when implementing a Quality Management System and demonstrates the ability of an organization to deliver products and services in accordance with the requirements of customers and relevant stakeholders and demonstrate its objective in improving the level of customer satisfaction. For these reasons, this dissertation intends to present the work developed in the implementation of a QMS oriented by the norm NP EN ISO 9001:2015 in CONSORIMA – COMÉRCIO DE PRODUTOS QUÍMICOS, S.A. Even though it was not intended to be a certified organization, the work was based on the verification of all the requirements of the standard in order to guarantee the agreement of the Quality Management System. During the execution of this work, measures were implemented to adjust the QMS to the requirements of NP EN ISO 9001:2015, as well as an internal audit to evaluate the company's processes and its compliance with the requirements of the standard. Throughout the process of verifying the existing documentation and creating new processes and procedures necessary for the implementation of the QMS, the company's customers' opinion was studied in order to analyze the impact about a possible CONSORIMA’S certification. It was clear that certification is not a mandatory requirement for the organization's customers since it is able to meet all the requirements necessary to prove the effectiveness of its QMS.
Quality Management Systems provide a useful tool for organizations to identify, organize and control their processes. Organizations, when implementing a Quality Management System, aim to achieve objectives related to the quality of their services and products and, consequently, maintain a high level of customer satisfaction. NP EN ISO 9001:2015 is a reference when implementing a Quality Management System and demonstrates the ability of an organization to deliver products and services in accordance with the requirements of customers and relevant stakeholders and demonstrate its objective in improving the level of customer satisfaction. For these reasons, this dissertation intends to present the work developed in the implementation of a QMS oriented by the norm NP EN ISO 9001:2015 in CONSORIMA – COMÉRCIO DE PRODUTOS QUÍMICOS, S.A. Even though it was not intended to be a certified organization, the work was based on the verification of all the requirements of the standard in order to guarantee the agreement of the Quality Management System. During the execution of this work, measures were implemented to adjust the QMS to the requirements of NP EN ISO 9001:2015, as well as an internal audit to evaluate the company's processes and its compliance with the requirements of the standard. Throughout the process of verifying the existing documentation and creating new processes and procedures necessary for the implementation of the QMS, the company's customers' opinion was studied in order to analyze the impact about a possible CONSORIMA’S certification. It was clear that certification is not a mandatory requirement for the organization's customers since it is able to meet all the requirements necessary to prove the effectiveness of its QMS.
Description
Keywords
ISO 9001:2015 Sistema de Gestão da Qualidade Quality Management Systems