The slaughterhouses of bovines utilized great amounts of water. It can reach 2,500 liters by animal slaughtered, generating residuary waters carried with high organic loads and solid concentration in suspension. The solid residue production is also elevated. They are from animal excremental deposition in the transport trucks during the confinement which precedes the slaughter. And also from non-edible by-products originated from the industry process. The applications of environmental and quality management techniques have reduced the residue release in a significant way in the food industries, though this reduction limits itself to the necessary hygienization of their processes. Despite the advances, both the generation and the dumping of the waste without adequate fate utilizing mainly the water as vehicle. Finally, effluents are voluminous and represent a serious environmental problem. The current research had as focus to know the reality of the chief bovine slaughterhouses of São Luiz Gonzaga municipality in order to identify and analyze the methods adopted by slaughterhouses as the management of effluents produced in each of them. Firstly a bibliographical survey was carried out. Samples of effluents were collected and sent for laboratory analysis of the physical-chemical features in order to verify if they have the characteristics demanded in the the emission patterns. The slaughterhouse images were recorded and the managers and the officials interviewed for identifying the degree of perception of the responsibility in each category. This study characterizes itself as a field exploratory and descriptive research approached in a qualitative form. The result shows that the components of the analyzed enterprises understand the importance of an environmental management program, but don t adopt any model or methodology which fulfills to the requirement of Environmental Legislation and that shows clearly their participation and commitment with this issue. / Os abatedouros de bovinos utilizam grande quantidade de água podendo chegar a 2500 litros por animal abatido, gerando águas residuárias carreadas com altas cargas orgânicas e concentrações de sólidos em suspensão. É elevada também a produção de resíduos sólidos oriundos da deposição fecal dos animais nos caminhões de transporte, durante o confinamento que antecede ao abate e dos subprodutos não comestíveis provenientes do processo industrial. As aplicações de técnicas de gestão ambiental e gestão da qualidade têm reduzido de forma significativa a emissão de resíduos nas indústrias de alimentos, embora essa redução limite-se às necessidades de higienização de seus processos. Apesar dos avanços, ainda são elevados, tanto a geração, como o despejo de resíduos sem destino adequado, utilizando, principalmente, a água como veículo. Enfim, os efluentes são volumosos e representam um sério problema ambiental. A presente pesquisa teve por foco conhecer a realidade dos principais abatedouros de bovinos de São Luiz Gonzaga, para identificar e analisar os métodos adotados pelos abatedouros quanto à gestão dos efluentes produzidos em cada um deles. Inicialmente, foi realizada uma pesquisa bibliográfica, amostras dos efluentes foram coletadas e enviadas para análise laboratorial das características físico-químicas para verificar se atendem as exigências dos padrões de emissões. Registraram-se, também, imagens dos abatedouros, e os gestores e funcionários foram entrevistados para identificar o grau de percepção da responsabilidade ambiental em cada categoria. O estudo se caracteriza como uma pesquisa de campo exploratória e descritiva abordada de forma qualitativa. O resultado demonstra que os integrantes das empresas analisadas compreendem a importância de um programa de gestão ambiental, mas não adotam nenhum modelo ou metodologia que atenda aos requisitos da Legislação Ambiental e que evidencie a participação e comprometimento deles com esta questão.

The construction industry has inherent problems due to its structure and fragmentation. Its poor performance has been challenged by its client base and it has been forced to seek ways to deliver improved performance. This project was initiated as a response to this challenge and represents one organisation's attempt to deliver improvements. This organisation provides both design and construction solutions, offering ‘total life of asset support' from business consultancy through to decommissioning, in a neutral contractual environment. Initial investigations of the integration of design and construction and of the use of the EFQM Excellence Model concluded that a holistic view of the organisation's performance was needed. Most organisations use traditional, easily quantifiable measures, such as time and cost, whilst neglecting the softer cultural issues, as a way of assessing overall business performance. This prompted further research into the use of performance measurement and also a review of the culture that existed within the organisation. It became clear that many performance initiatives failed because of the lack of ‘Change Action driven by Results (CAR)'. The failure to initiate change or implement action based on the results achieved, means that performance measures are not being integrated into the management systems of the organisations. Based on the conclusions of this work, this project has developed and implemented the Integrated Business Improvement System (IBIS) within the primary case study unit and also two other organisations, all of which are part of AMEC Plc. The project details the barriers that were experienced during the development and implementation of the system and concludes that it is the human component that is critical for the successful implementation and use of any improvement system. The findings of this work have been presented in five peer- reviewed papers.

The subject of the diploma thesis was the quality management system in selected company. It was Motor Jikov Fostron, a. s. České Budějovice. The aim of this thesis was not only to analyze the current situation, but also to propose recommendations for further improvement. Suggesting improvements for such a detailed sophisticated quality management system is very complicated. For this reason, the proposed recommendations are primarily concerned with all the new requirements of the standard ISO 9001 that the company is certified. The basis of the practical part of this work was initially the study of professional literature about quality. Then the interviews with the quality manager, observation and analysis of the documents of the company were done. All methods were chosen to write this thesis. The current quality system is worked out very well. The company employs highly qualified employees, enables them their further development and provides them modern technologies. The company knows that a sophisticated and stable quality system is a decisive factor in a contemporary competition. No major drawbacks were found in the quality system.

Os conceitos de valor do ponto de vista do cliente e de eliminação de desperdícios nos processos de manufatura são amplamente conhecidos no meio acadêmico. No entanto, a ênfase em melhoria nos processos de serviços ainda é pouco explorada, sobretudo em serviços públicos. Nessas organizações, há um consenso de que os serviços não atendem à qualidade desejada pelos cidadãos, pois não se estruturam em torno do que é valor para o cliente. Além disso, o conceito de valor, embora tão enfatizado pelo Lean, ainda é pouco explorado na prática, inclusive na manufatura, contexto de origem da metodologia. Diante desse cenário, os objetivos deste trabalho são: investigar o modo como o Lean é aplicado no serviço publico, utilizando-se de experiências mundiais de programas de melhorias em governos; propor um modelo de implantação dos princípios Lean em órgãos públicos; e testar esse modelo em um estudo de caso. Os resultados da pesquisa são apresentados em três artigos. No artigo 1, foi realizada uma revisão de literatura de forma a identificar o modo como a metodologia é comumente empregada no serviço público, demonstrando que as experiências são limitadas à eliminação de desperdícios em processos internos, sem contemplar os princípios de valor do ponto de vista do cliente e de melhoria contínua No artigo 2, foi proposto um modelo de referência concebido de modo a possibilitar o emprego em órgãos de diversas naturezas, em projetos isolados ou completos, para intervenção nos serviços e processos já existentes ou na concepção de novos, contemplando as noções de valor do ponto de vista do cliente e de melhoria contínua. Posteriormente, no artigo 3, o modelo foi utilizado para subsidiar a implantação dos princípios Lean na estruturação do núcleo de comunicação da Faculdade de Ciências Econômicas da Universidade Federal do Rio Grande do Sul, a partir de uma estratégia descentralizada de mudança, ou seja, conduzida pelos níveis intermediários de gestão. Como o processo consiste na concepção do núcleo, projeto ainda em andamento, o terceiro artigo apresenta os passos iniciais de uma jornada de melhoria contínua em busca da qualificação dos serviços públicos. / In manufacturing processes, concepts of value from the customer's point of view and waste elimination are widely known in academia. However, the emphasis on process improvement in services context is still under-explored, especially in public services. In these organizations, there is a consensus that services do not meet the quality desired by citizens, as they are not structured around what is value for the client. In addition, the concept of value, although emphasized by the Lean, is still under-explored in practice, including in manufacturing, where the methodology was originated. In this scenario, the objectives of this work are: to investigate how the Lean is applied in the public service, using global experiences of government improvement programs; to propose a model for implementing Lean principles in public bodies; and to test the model in a case study. The results of the research are presented in three papers. In the first paper, a literature review was carried out in order to identify how the methodology is commonly employed in the public service, demonstrating that experiences are limited to waste elimination in internal processes, without considering the principles of value from the customer’s point of view and continuous improvement In the second paper, a reference model was designed to allow the use of bodies of different natures, in isolated or complete projects, to intervene in the existing services and processes or in the design of new ones, contemplating the notions of value from the customer’s perspective and continuous improvement. Subsequently, in the third paper, the model was used to support the implementation of Lean principles in the structuring of the communication center of the Faculty of Economic Sciences of the Federal University of Rio Grande do Sul, based on a decentralized strategy of change, that is, conducted by intermediate levels of management. As the process consists of the design of the core, a project still in progress, the third article presents the initial steps of a journey of continuous improvement in pursuit of the qualification of public services.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The changes have been made ever more rapid and significant. Seek to better methods of production, lower costs, higher rates of productivity and quality. Companies have made efforts to implement management actions to improve product quality. This paper proposes to the use of QFD for continuous improvement of production processes and combating waste. For the collection of information used siple observation and questions closed questionnaire. In the questionnaire were evaluated two aspects: the degree of importance assigned to each requirement of quality and identified; current conditions of each requirement in productive activities. The questionnaire administered to employees represents 88,75% of the population who works in production process in the metallurgical industry located in the Northwest state of Rio Grande do Sul in Santa Rosa city. The QFD proved to be an efficient method of planning quality, due to provide a diagnosis of reality that insured actions to the quality improving in order to act in the production process and combat waste.Have been defined actions that will provide improved communication between the sectors, enabling the delivery of products, with specifications according to customers' requirements in the time and quantities correct, at minimum cost and full satisfaction of those involved with the company. Finally, the company must direct its efforts in implementing the actions mentioned. As result of the implementation of such actions will be the reduction of waste, minimization of additional work, maximizing the effective work and increasing profitability. As the measure that the waste will be reduced, new standards for performance will be achieved. The continous elimination of waste will take the company to improve productivity, quality and will assist in the reduction of production costs that will help to the company become more competitive. / As mudanças têm se apresentado cada vez mais rápidas e significativas. Buscam-se melhores métodos de produção, menores custos, maiores índices de qualidade e produtividade. As empresas têm realizado esforços no sentido de implementar ações gerenciais para melhorar a qualidade dos produtos. Neste trabalho propõe-se a utilização do QFD para melhoria contínua dos processos produtivos e combate ao desperdício. Para a coleta das informações empregou-se a observação simples e questionário com perguntas fechadas. No questionário foram avaliados dois aspectos: o grau de importância atribuído à cada requisito de qualidade identificado e; as condições atuais de cada exigência nas atividades produtivas. O questionário aplicado aos colaboradores representa 88,75% da população que atua nos processos produtivos de uma indústria do setor metal-mecânico, localizada na região Noroeste do Estado do Rio Grande do Sul no município de Santa Rosa. O QFD mostrou-se um método eficiente de planejamento da qualidade, em virtude de fornecer um diagnóstico da realidade que subsidiou a definição de ações para a melhoria da qualidade com vistas a atuar no processo produtivo e combater o desperdício. Foram definidas ações que irão proporcionar melhoria da comunicação entre os setores, possibilitando o fornecimento de produtos, com especificações de acordo com os requisitos dos clientes, nos prazos e quantidades corretas, a um custo mínimo e plena satisfação das pessoas envolvidas com a empresa. Enfim, a empresa precisa direcionar seus esforços na execução das ações mencionadas. Como resultado da implementação dessas ações haverá a redução de desperdícios, minimização de trabalho adicional, maximização do trabalho efetivo e aumento da lucratividade. À medida que os desperdícios vão sendo diminuídos, novos padrões de desempenho serão alcançados. A eliminação contínua de desperdício levará a empresa a melhorar a produtividade, a qualidade e auxiliará na redução de custos de produção que contribuirá para tornar a empresa mais competitiva.

abstract: The purpose of this paper is to present a case study on the application of the Lean Six Sigma (LSS) quality improvement methodology and tools to study the analysis and improvement of facilities management (FM) services at a healthcare organization. Research literature was reviewed concerning whether or not LSS has been applied in healthcare-based FM, but no such studies have been published. This paper aims to address the lack of an applicable methodology for LSS intervention within the context of healthcare-based FM. The Define, Measure, Analyze, Improve, and Control (DMAIC) framework was followed to test the hypothesis that LSS can improve the service provided by an FM department responsible for the maintenance and repair of furniture and finishes at a large healthcare organization in the southwest United States of America. Quality improvement curricula and resources offered by the case study organization equipped the FM department to apply LSS over the course of a five-month period. Qualitative data were gathered from pre- and post-intervention surveys while quantitative data were gathered with the Organization’s computerized maintenance management system (CMMS) software. Overall, LSS application proved to be useful for the intended purpose. The author proposes that application of LSS by other FM departments to improve their services could also be successful, which is noteworthy and deserving of continued research. / Dissertation/Thesis / Masters Thesis Construction 2017

Made available in DSpace on 2016-06-02T19:51:44Z (GMT). No. of bitstreams: 1 3120.pdf: 1379151 bytes, checksum: 666a216cfd62f5c4648ecf103e01efa4 (MD5) Previous issue date: 2010-06-18 / Financiadora de Estudos e Projetos / Nowadays, with the competitive environment dominating the world scene, companies need to be alert to continuous improvement opportunities. In this scene lead time reduction arises as one of the greatest goal to be accomplished. Within this context, the main goal of this research is to study the effect of continuous improvement in shop floor variables (such as variability, setup time, defect rate, among others) on lead time reduction for two productive environments: one with single machine and another flow shop environment. This is done using a quantitative model, which uses a hybrid System Dynamics factory Physics approach. This model was created by Godinho Filho and Uzsoy (2008a, 2008b, 2009). In this research this single machine model is extended by means of adding more workstations in order to create flow shop environment. Besides to the main goal, this research has the following specifics goals: (1) Check if the results found by Godinho Filho e Uzsoy (2008a, 2008b, 2009) are the same for scenes with different characteristics of productive system. (2) Determine if the positive effect in lead time of a continuous improvement action in the shop floor variables is sensitive to characteristics of productive system. If so, how is the relationship between the improvement action and the productive system. (3)Compare the results related with the two previous objectives for the single machine and flow shop cases. The results found in this research proved that conclusions made by Godinho Filho e Uzsoy (2008a, 2008b, 2009) are robusts for different characteristics of productive system in the single machine and flow shop environments studied in this research. In simulated scenes for these environments, the continuous improvements actions in processing time variability and setup time are the most effective in lead time reduction. Furthermore, the positive effect made by the improvement action in lead time is proved sensitive to almost the same characteristics of productive system for single machine and flow shop environments. For these environments, improvement actions in time to failures and repair time are the most sensitive to different characteristics and the most appropriate in productive systems with negative characteristics (e.g. high setup times, high processing time variability, among others). Results generated by quantitative model in this research were analyzed using design of experiments to obtain conclusions. / Nos dias de hoje, onde o ambiente competitivo domina o panorama mundial, as empresas precisam estar sempre atentas a oportunidades de melhoria contínua em suas funções. Nesse cenário a redução do lead time surge como um dos grandes objetivos a serem alcançados. É exatamente dentro deste contexto que este trabalho se insere, tendo como principal objetivo avaliar o efeito da implantação de ações de melhoria contínua em variáveis do chão de fábrica (variabilidade no tempo de processamento, tempo médio de setup, taxa de defeitos, dentre outras) na redução do lead time para dois ambientes produtivos: ambiente com máquina única e ambiente flow shop. Para isso pretende-se utilizar um modelo quantitativo que utiliza as abordagens Factory Physics System Dynamics de forma híbrida, modelo este originalmente criado por Godinho Filho e Uzsoy (2008a, 2008b, 2009). No presente trabalho esse modelo, que é de máquina única será ampliado por meio da inclusão de mais estações de trabalho para criação do ambiente flow shop. Além do objetivo principal, a presente pesquisa tem os seguintes objetivos específicos: (1) Verificar se os resultados encontrados por Godinho Filho e Uzsoy (2008a, 2008b, 2009) são os mesmos para cenários com diferentes características do sistema produtivo. (2) Determinar se o efeito positivo no lead time de uma ação de melhoria nas variáveis do chão de fábrica estudadas é sensível a características do sistema produtivo e se sim, como é o relacionamento entre a ação de melhoria e o sistema em questão. (3) Comparar os resultados com relação aos dois objetivos anteriores para os casos de máquina única e flow shop. Os resultados encontrados no presente trabalho mostram que as conclusões extraídas por Godinho Filho e Uzsoy (2008a, 2008b, 2009) são robustas para diferentes características do sistema produtivo nos ambientes de máquina única e flow shop simulados. Nos cenários simulados para esses dois ambientes, as ações de melhoria na variabilidade do tempo de processamento e no tempo de setup são as que se mostraram melhores para redução do lead time. Além disso, o efeito positivo no lead time de uma ação de melhoria mostra-se sensível a quase as mesmas características do sistema para os ambientes de máquina única e flow shop. Para esses dois ambientes, as ações de melhoria no tempo entre falhas e no tempo de reparo são as que se apresentam mais sensíveis a diferentes características do sistema produtivo, e também como melhores alternativas em sistemas com certas características negativas (por exemplo, altos tempos de setup, entre outras). Os resultados gerados pelo modelo quantitativo foram analisados por meio de técnicas de planejamento de experimentos para obtenção das conclusões.

O presente trabalho teve como objetivo desenvolver e implementar uma sistemática para aplicação em projetos voltados à redução do custo de produtos, orientada para o atendimento de metas de custo e prazo. A proposta incluiu uma abordagem baseada na temática da Análise de Valor, complementada por uma pesquisa de campo qualitativa. Essa pesquisa de campo permitiu visualizar como esse nível de projeto é executado na indústria, agregando ao trabalho, a experiência de técnicos e gestores na solução do problema identificado. Como objeto final se obteve uma sistemática desenvolvida por meio de três fluxos de melhoria, divididos em seis etapas. Seu conceito permitiu gerar melhorias sobre pontos de maior possibilidade de retorno econômico, direcionando, ao mesmo tempo, a implementação rápida e sequenciada de alterações. A sistemática foi aplicada em uma empresa do ramo metalmecânico para verificação. O resultado obtido direcionou, o projeto testado, para o atendimento da meta de redução de custos, dentro do prazo estabelecido, comprovando assim a eficácia da sistemática proposta. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-29T17:53:04Z No. of bitstreams: 1 Dissertacao Yura Schimidt Fernandes.pdf: 1557697 bytes, checksum: 35c357e06e3c203489fa68bfcb411f26 (MD5) / Made available in DSpace on 2014-05-29T17:53:04Z (GMT). No. of bitstreams: 1 Dissertacao Yura Schimidt Fernandes.pdf: 1557697 bytes, checksum: 35c357e06e3c203489fa68bfcb411f26 (MD5) / The present work aimed to develop and implement a systematics for use in projects related to products costs reduction, geared to meet the goals of cost and time. The proposal included an approach based on the Value Analysis thematic, complemented by a qualitative field research. This field research allowed to visualize how this level of project is executed in the industry, adding the experience of staff and managers in solving the problem identified. As final object, was obtained a systematic developed by three flows of improvement, divided into six stages. This concept allowed making improvements on points of higher possibilities of economic return, directing, on the same time, a quick and sequenced implementation of improvements. Systematics was applied in a company of metal-mechanic field, for verification. The result obtained with the application directed, the tested project, to meet the goal of reducing costs within the target time, supporting the efficacy of the methodology proposed.

Os conceitos de valor do ponto de vista do cliente e de eliminação de desperdícios nos processos de manufatura são amplamente conhecidos no meio acadêmico. No entanto, a ênfase em melhoria nos processos de serviços ainda é pouco explorada, sobretudo em serviços públicos. Nessas organizações, há um consenso de que os serviços não atendem à qualidade desejada pelos cidadãos, pois não se estruturam em torno do que é valor para o cliente. Além disso, o conceito de valor, embora tão enfatizado pelo Lean, ainda é pouco explorado na prática, inclusive na manufatura, contexto de origem da metodologia. Diante desse cenário, os objetivos deste trabalho são: investigar o modo como o Lean é aplicado no serviço publico, utilizando-se de experiências mundiais de programas de melhorias em governos; propor um modelo de implantação dos princípios Lean em órgãos públicos; e testar esse modelo em um estudo de caso. Os resultados da pesquisa são apresentados em três artigos. No artigo 1, foi realizada uma revisão de literatura de forma a identificar o modo como a metodologia é comumente empregada no serviço público, demonstrando que as experiências são limitadas à eliminação de desperdícios em processos internos, sem contemplar os princípios de valor do ponto de vista do cliente e de melhoria contínua No artigo 2, foi proposto um modelo de referência concebido de modo a possibilitar o emprego em órgãos de diversas naturezas, em projetos isolados ou completos, para intervenção nos serviços e processos já existentes ou na concepção de novos, contemplando as noções de valor do ponto de vista do cliente e de melhoria contínua. Posteriormente, no artigo 3, o modelo foi utilizado para subsidiar a implantação dos princípios Lean na estruturação do núcleo de comunicação da Faculdade de Ciências Econômicas da Universidade Federal do Rio Grande do Sul, a partir de uma estratégia descentralizada de mudança, ou seja, conduzida pelos níveis intermediários de gestão. Como o processo consiste na concepção do núcleo, projeto ainda em andamento, o terceiro artigo apresenta os passos iniciais de uma jornada de melhoria contínua em busca da qualificação dos serviços públicos. / In manufacturing processes, concepts of value from the customer's point of view and waste elimination are widely known in academia. However, the emphasis on process improvement in services context is still under-explored, especially in public services. In these organizations, there is a consensus that services do not meet the quality desired by citizens, as they are not structured around what is value for the client. In addition, the concept of value, although emphasized by the Lean, is still under-explored in practice, including in manufacturing, where the methodology was originated. In this scenario, the objectives of this work are: to investigate how the Lean is applied in the public service, using global experiences of government improvement programs; to propose a model for implementing Lean principles in public bodies; and to test the model in a case study. The results of the research are presented in three papers. In the first paper, a literature review was carried out in order to identify how the methodology is commonly employed in the public service, demonstrating that experiences are limited to waste elimination in internal processes, without considering the principles of value from the customer’s point of view and continuous improvement In the second paper, a reference model was designed to allow the use of bodies of different natures, in isolated or complete projects, to intervene in the existing services and processes or in the design of new ones, contemplating the notions of value from the customer’s perspective and continuous improvement. Subsequently, in the third paper, the model was used to support the implementation of Lean principles in the structuring of the communication center of the Faculty of Economic Sciences of the Federal University of Rio Grande do Sul, based on a decentralized strategy of change, that is, conducted by intermediate levels of management. As the process consists of the design of the core, a project still in progress, the third article presents the initial steps of a journey of continuous improvement in pursuit of the qualification of public services.

Une grande partie des organisations fonctionne avec des projets, qui peuvent être de natures très différentes. Afin de mener à bien leur réalisation, des méthodes et des outils sont apparus (systèmes de pilotage, tableaux de bord, indicateurs de performances…) pour aider les entreprises à mieux piloter les projets, à respecter leurs exigences et à augmenter leur performance. En effet, ces outils aident à piloter les projets et à mesurer l’avancement d’une activité et/ou d’un processus dans un projet. Toutefois, il est important de s’assurer que les processus mis en place permettent aux projets d’atteindre les objectifs fixés et qu’ils sont en amélioration continue. Pour cela, des modèles de maturité : Capability Maturity Model Integration (CMMI), Organizational Project Management Maturity Model (OPM3) entre autres, aident à identifier les forces et faiblesses des processus. Cependant, ils se limitent à donner des « meilleures pratiques » pour atteindre un niveau de maturité supérieur et ils ne donnent pas tous la méthode d’évaluation à suivre ni les méthodes pour accroire la maturité dans l’intérêt d’améliorer les processus. De même, le temps pour la mise en place des modèles est très long, ce qui ne permet pas de mesurer la maturité d’un projet dans les phases de son cycle de vie. Dans ce contexte, nous avons mené un travail de recherche dont l’objectif est de proposer une approche globale d’amélioration des processus à trois niveaux : Projet, Support Projet et Organisation. Ce travail propose donc une démarche de modélisation basée sur l’approche systémique et sur l’utilisation d’un modèle de maturité dans le cycle de vie d’un projet. Il aboutit à la mise en place d’un Système de Mesure et d’Exploitation de la Maturité de Projet (SMEMP) qui est constitué d’un modèle de maturité, d’une méthodologie d’évaluation et d’une méthodologie de préconisation des plans d’actions pour l’amélioration continue. L’application industrielle de ce travail a été effectuée au sein du groupe PSA Peugeot Citroën et notre approche a été mise en ouvre sur quatre projets véhicules. Les conclusions de ce travail ont contribué à l’amélioration de certains processus de développement des projets. / Most organizations are based on projects, which can be of different types. In order to succeed in their implementation, different approaches and methods have appeared (performance systems, scorecards, performance indicators, etc) to help organizations to manage projects and to increase their performance. In fact, these tools and methods help to manage projects and to measure the progress of an activity and / or process project. However, it is important to ensure that the processes implemented are in continuous improvement and allow the project to achieve their objectives. Therefore, maturity models: Capability Maturity Model Integration (CMMI), Organizational Project Management Maturity Model (OPM3) and some others, are used as a framework to identify strengths and weaknesses of processes. They are limited however to providing "best practices" for achieving a higher maturity level and they do not provide the methods to evaluate and increase maturity in order to improve the processes. Also, the process of models establishment is very long which does not allow project maturity evaluation during the phases of the project life cycle. In this context, we achieved our research project with the aim of proposing a global approach to process improvement at three levels: Project, Project Support and Organization. Thus, this work suggests a modeling approach based on systems approach and the use of a model of maturity within the project life cycle. It leads to the establishment of an Assessment System of Project Maturity which includes a maturity model, a measurement methodology and a methodology to design continuous improvement action plans. The industrial application of this work has been carried out at PSA Peugeot Citroën and our approach has been implemented in four automotive projects. The findings of our research have contributed to the improvement of some project development processes.