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Authors
Abstract(s)
O controlo e gestão da qualidade é um processo fulcral em qualquer empresa, e assume um
papel cada vez mais significativo nos dias de hoje, permitindo não só uma maior satisfação dos
clientes, potenciando maiores lucros, mas também a redução de despesas e desperdícios
oriundos de não conformidades. Para além disso é uma atividade em constante evolução
impulsionada pelo contínuo surgimento de novas técnicas e metodologias que acompanham o
desenvolvimento das indústrias.
O trabalho apresentado neste documento debruçou-se sobre o estudo de metodologias de
controlo e gestão de qualidade e a sua aplicação na indústria dos plásticos flexíveis no sentido
de melhorar os indicadores de qualidade da empresa acolhedora (Plastirso – Fábrica de Plásticos
S.A.).
No decorrer do estágio foram recolhidos dados relativos às reclamações recebidas pela
empresa no espaço de 5 anos, compreendendo o período entre os anos de 2019 e 2023, que
foram posteriormente tratados e analisados através da aplicação de metodologias recolhidas da
literatura, nomeadamente, diagramas de Pareto e Diagramas de Ishikawa, tendo-se determinado
as principais oportunidades de melhoria a resolver no sentido de reduzir as não conformidades
e reclamações e, consequentemente, melhorar os indicadores de qualidade da empresa.
Todas as atividades foram realizadas em proximidade com o Departamento de Qualidade da
empresa, tendo o trabalho culminado na criação de um plano de ação e implementação de
medidas que procuram dar resposta às oportunidades de melhoria identificadas. Determinou-se
ainda que a implementação destas medidas tem potencial para reduzir o número de reclamações
em cerca de 27% e os custos relacionados com o tratamento de não conformidades e
reclamações em cerca de 14%.
Quality control and management is a crucial process in any company, and has assumed an increasingly significant role nowadays, allowing not only greater customer satisfaction, leading to higher profits, but also the reduction of expenses and waste that originates from nonconformities. Additionally, it’s an activity in constant evolution, driven by the continuous emergence of new techniques and methodologies that accompany industrial development. The work presented in this document focused on the study of quality control and management methodologies and their application in the flexible plastics industry with the aim of improving the quality indicators of the host company, Plastirso – Fábrica de Plásticos S.A. During the internship, data related to complaints received by the company over a 5-year period, from 2019 to 2023, were collected, processed, and analysed through the application of methodologies taken from literature, namely, Pareto diagrams and Ishikawa diagrams. This analysis identified the main improvement opportunities that should be address in order to reduce non-conformities and complaints and, consequently, improve the company's quality indicators. All activities were carried out in close collaboration with the company's Quality Department, and all efforts culminated in the creation of an action plan focused on the implementation of measures aimed at addressing the identified improvement opportunities. It was also determined that the implementation of these measures has the potential to reduce the number of complaints by 27% and the costs related to the handling of non-conformities and complaints by 14%.
Quality control and management is a crucial process in any company, and has assumed an increasingly significant role nowadays, allowing not only greater customer satisfaction, leading to higher profits, but also the reduction of expenses and waste that originates from nonconformities. Additionally, it’s an activity in constant evolution, driven by the continuous emergence of new techniques and methodologies that accompany industrial development. The work presented in this document focused on the study of quality control and management methodologies and their application in the flexible plastics industry with the aim of improving the quality indicators of the host company, Plastirso – Fábrica de Plásticos S.A. During the internship, data related to complaints received by the company over a 5-year period, from 2019 to 2023, were collected, processed, and analysed through the application of methodologies taken from literature, namely, Pareto diagrams and Ishikawa diagrams. This analysis identified the main improvement opportunities that should be address in order to reduce non-conformities and complaints and, consequently, improve the company's quality indicators. All activities were carried out in close collaboration with the company's Quality Department, and all efforts culminated in the creation of an action plan focused on the implementation of measures aimed at addressing the identified improvement opportunities. It was also determined that the implementation of these measures has the potential to reduce the number of complaints by 27% and the costs related to the handling of non-conformities and complaints by 14%.
Description
Keywords
Controlo de qualidade Sistema de gestão da qualidade Indústria Plástico Quality control Quality management system Industry Plastics