O presente trabalho tem como objetivo a proposição e aplicação de um processo de avaliação de sistemas de gestão da qualidade segundo requisitos ISO 9001:2000. A avaliação da situação atual das práticas de gestão da qualidade de uma organização é uma condição indispensável para a certificação ISO 9001:2000. Muitas vezes, este processo implica altos custos relacionados a serviços de consultoria, que acabam sendo necessários devido à falta de conhecimento sobre os requisitos normativos por parte da organização, bem como a falta de um modelo simplificado de diagnóstico. Com base no processo proposto, infere-se que é possível realizar uma avaliação das práticas de gestão da qualidade de uma organização de modo a identificar as lacunas entre essas práticas e os requisitos ISO 9001:2000. A dissertação é constituída pelas seguintes partes: a) revisão da literatura, com o propósito de reforçar os conhecimentos concernentes à gestão da qualidade total e aos modelos de auto-avaliação; b) desenvolvimento do processo de avaliação a partir dos referenciais teóricos explorados; c) aplicação da proposta em organizações selecionadas; e d) avaliação dos resultados e conclusões sobre o trabalho. Infere-se que a aplicação da proposta será capaz de identificar as lacunas entre as práticas de gestão da qualidade e os requisitos ISO 9001:2000, além de permitir a identificação do estágio de adequação a esses requisitos. O processo de avaliação proposto também é capaz de identificar os pontos fortes e as oportunidades para melhoria, para que a organização possa se adequar aos requisitos ISO 9001:2000. / The present research aims the proposition and application of an assessment process for quality management systems according top the requirements ISO 9001:2000. The assessment of the current practices of quality management of an organization is an indispensable condition for the ISO 9001:2000 certification. Many times this application implies in elevated costs related to the consulting services, which are considered necessary due to the lack of knowledge about the requirements from the organizations as well as the absence of a simplified diagnosis model. Based on the proposed work, it is thought possible to perform an evaluation of the practices management of the quality of an organization so that it can identify the existent gaps between these practices and the ISO 9001:2000 requirements. The dissertation is constituted by two parts: a) a review of the literature with the proposal of reinforcing the knowledge related to the total quality management and to the self-assessment models; b) development of an assessment process from the explored theoretical references; c) the practical use of the proposed work in selected organizations and d) evaluation of the obtained results. It can be supposed that the application of the practical use of the work will allow the identification of the gaps between the current quality management practices and the requirements ISO 9001:2000, besides allowing the identification of the phase of adjustment to those requirements. Theproposed evaluation process is also a useful tool for the identification of the strengths of the evaluated material and what needs to be improved so that the organization is able to adequate itself to ISO 9001:2000 requirements.

Orientador: Eugenio Jose Zoqui / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica / Made available in DSpace on 2018-08-12T22:50:03Z (GMT). No. of bitstreams: 1 Camargo_Marcos_M.pdf: 1252766 bytes, checksum: 6e77e9cddb57ccf39c9d980a46303ddb (MD5) Previous issue date: 2008 / Resumo: Este trabalho apresenta um processo para avaliar ganhos de Qualidade e Produtividade em empresas que tenham implantado Sistemas de Qualidade - SQ - com base na NBR ISO 9001:2000, através do uso de indicadores. Partindo da estrutura básica da norma são mostrados métodos que permitem avaliar ganhos em empresas, através da exploração do potencial dos Sistemas da Qualidade. As organizações apresentam desempenhos diferentes em Qualidade e Produtividade, no tocante ao uso dos SQ, apesar de terem passado pelos mesmos processos de certificação. Para esta dissertação, o conhecimento do estágio atual de um SQ é fundamental para se usar o potencial do Sistema implantado. A avaliação deste estágio é realizada através de grades de posicionamento, parcialmente baseada nos critérios do Prêmio Nacional da Qualidade - PNQ. Estas grades seguem as cinco etapas descritas nos processos de World Class Manufacturing. Elas são geradas a partir de dados de mercado, literatura, Benchmarking e também da Voz do Cliente. É possível, com os resultados obtidos com as grades, gerar métricas e indicadores, avaliar os impactos nos negócios que o Sistema da Qualidade oferece e juntamente com fluxogramas de processo, definir planos de melhoria e os ganhos com a implementação dos mesmos / Abstract: This work presents a process to evaluate impacts in companies that apply Quality Systems -QS- based on NBR ISO 9001:2000, through the application of drivers. From the basic structure of this standard, methods are shown to evaluate impacts in organizations, through exploring the potential of Quality Systems. Companies have different performances in Quality and Productivity, while applying QS, although they have gone through similar certification processes. For this dissertation the knowledge of the present status of a QS is of key importance in order to use the full potential of an implemented System. The evaluation of the status of a company is made by positioning grids, partially based on PNQ criteria. Those grids follow the five steps described in World Class Manufacturing. They are prepared from market data, literature, Benchmarking and also Voice of the Client. It is possible from results obtained with the grids generate metrics and evaluate impacts in business obtained with the Quality System and together with process flow sheets define improvement plans and savings to be got from their implementation / Mestrado / Engenharia de Fabricação / Mestre em Engenharia Mecânica

Orientador: Flavio Augusto Picchi / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Civil, Arquitetura e Urbanismo / Made available in DSpace on 2018-08-13T07:32:36Z (GMT). No. of bitstreams: 1 Franca_NathaliePiccolotto_M.pdf: 1101123 bytes, checksum: 029d6e644a3a3534eda859126b0695a1 (MD5) Previous issue date: 2009 / Resumo: Os Sistemas Integrados de Gestão (SIG) que contemplam Gestão da Qualidade (NBR/ ISSO 9001), Ambiental (NBR/ISO 14001) e de Segurança e Saúde no Trabalho (OHSAS 18001) são relativamente novos na construção civil brasileira; no entanto, em diversos outros setores o uso dos SIG já é largamente empregado e algumas construtoras brasileiras pioneiras vêm acompanhando esta tendência. Este trabalho tem como objetivo propor recomendações para implementação, em empresas construtoras de edifícios, dos Sistemas Integrados de Gestão. Esta pesquisa adota como estratégia estudos de caso. Foram realizados estudos de caso exploratórios em uma indústria e uma empresa de logística e, depois, dois estudos de caso exploratórios na construção civil brasileira, em construtoras que já tem o SIG, além de entrevistas com auditores e consultores das normas em questão; posteriormente, iniciou-se um estudo de caso mais aprofundado em uma empresa construtora de edifícios, pioneira na implementação de SIG no setor. Foram identificados fatores que facilitam ou dificultam a implementação dos SIG e se realizou uma análise de alguns requisitos das normas, que podem ser implementados de forma integrada. Para finalizar o trabalho, são expostas recomendações para implementação de SIG em construtoras, que traga benefícios como: maior efetividade em atingir os objetivos do SIG, redução de custos, simplificação da documentação, maior envolvimento dos funcionários e atendimento estruturado e sistematizado aos requisitos de qualidade, meio ambiente e segurança, servindo como fator de competitividade das empresas do setor. / Abstract: Integrated Management Systems (IMS) considering Quality Management (NBR/ISO 9001), Environmental Management (NBR/ISO 14001) and Occupational Health & Safety Management (OHSAS 18001), are relatively new in the Brazilian construction. Several other industries widely use the IMS and some pioneering Brazilian builders are following the trend. The objective of this research is to propose recommendations for implementation of Integrated Management System in building construction companies. This work uses case studies as research strategy. Exploratory case studies were done in a manufacturer and a logistics company, then two exploratory case studies in Brazilian construction companies that already have IMS, and interviews with auditors and consultants where carried out. Later, a more detailed case study was conducted in a building construction company, pioneer in the implementation of IMS in the sector. Factors that facilitate or hinder the implementation of IMS were identified, and some requirements of the standards that can be implemented in a integrate manner were reviewed. To finish the research, recommendations are set for implementation of IMS in construction, which brings benefits as: effectiveness in achieving the goal of the IMS, cost reduction, simplification of documentation, involvement of workers, and systematic approach to quality, environment, security, and health requirements, serving as a factor of competitiveness on the sector. / Mestrado / Arquitetura e Construção / Mestre em Engenharia Civil

Die Dissertation hat drei Teilziele: - eine Auseinandersetzung mit den theoretischen Ansätzen, - eine Kriterien- und Modellanalyse hinsichtlich der Praktikabilität und Tauglichkeit der Qualitätssicherung und -entwicklung für Weiterbildungseinrichtungen, - Erarbeitung eines auf die Selbstevaluation orientierten Qualitätsrahmens für berufliche Weiterbildungseinrichtungen, in dem das erfolgreiche Lernen und die dafür zu schaffenden Rahmenbedingungen einen großen Stellenwert einnehmen. Dabei wird die Qualitätsentwicklung und nicht die Qualitätssicherung im Mittelpunkt stehen.

Introduction: In order to maintain strong relationships with customers, a lot of firms have invested in improving quality; this has led to an increase of quality programs. One of the most prominent quality standards is the ISO 9000 series, however prior research has different views whether or not the standards are beneficial. Two of the areas where disagreement exists regarding ISO 9000, are its effect on customer satisfaction and furthermore how the different motives behind the implementation can affect the outcome of ISO 9000. Hence this paper aimed to seek an explanation between these two matters and fill the research gap, where it was conducted on companies deployed in Sweden. Purpose: The purpose with this research is to explain how the different motives behind the implementation of ISO 9000 effect customer satisfaction. Methodology: A quantitative study was performed, with a cross-sectional research approach, where a questionnaire was used to collect the data. This resulted in 102 answers, where the questionnaire was sent out by e-mail to one representative for each firm. Conclusion: The study concluded that it was no difference between extrinsic and intrinsic motivation to implement ISO 9000 and its effect on perceived quality, perceived value and customer expectations. It was also discovered that those who had the ISO 9000 series performed well with regards to their customer satisfaction

Although total quality management (TQM) has been so widely adopted, its theoretical underpinnings remain relatively unexplored as compared to other management theories. A frequently pointed out research gap is on the cultural side of TQM as a human-oriented management philosophy. TQM is known to begin mainly in Japan and the United States. However, the cultural values of the Japanese and the American people are very different. In Japan, the importance of group harmony is stressed, while the Americans mainly value individual creativity and achievements. Even so, companies in these different cultures have succeeded in implementing TQM and have achieved world class performance. It is reasonable to believe that when TQM, as a culture-free system itself, is being implemented in a particular cultural setting, it must accommodate to a certain extent the local culture. That is to say, Japanese-style TQM is obviously different from American-style TQM and a culture-specific TQM indeed exists. As TQM and ISO 9000 have recently become some of the hottest managerial issues in mainland China and the overseas Chinese regions, this empirical study is concerned with the influence of Chinese cultural values on TQM. In particular, the operations of ISO 9000 certified companies in mainland China, Hong Kong, and Taiwan and the cultural values of their Chinese managers were analyzed. Grounded on sociological and psychological theories, quantitative (structural equation modeling) and qualitative (case studies and interviews) research methods were employed to devise a general theoretical model of cultural ii influence on TQM. Furthermore, using Chinese cultural values as a case, the specificities of a Chinese-style TQM were uncovered. The study has not only contributed its modest share towards the theoretical development of TQM but has also paved way for understanding indigenous managerial psychology from a different perspective.

Software implementation projects struggle with the delicate balance of low cost, on-time delivery and quality. The methodologies and processes used to create and maintain a quality software system are expensive to deploy and result in long development cycle-time. However, without their deployment into the software implementation life-cycle, a software system will be undependable, unsuccessful. The purpose of this research is to identify a succinct set of software implementation success criteria and assess the key independent constructs, activities, carried out to ensure a successful implementation project. The research will assess the success of a software implementation project as the dependent construct of interest and use the software process model (methodology) as the independent construct. This field research involved three phases: (1) criteria development, (2) data collection, and (3) testing of hypotheses and discriminant analysis. The first phase resulted in the development of the measurement instruments for the independent and dependent constructs. The measurement instrument for the independent construct was representative of the criteria from highly regarded software implementation process models and methodologies, e.g., ISO9000, Software Engineering Institute's Capability Maturity Model (SEI CMM). The dependent construct was developed from the categories and criteria from the Delone and McLean (1992) MIS List of Success Measures. The data collection and assessment phase employed a field survey research strategy to 80 companies involved in internal software implementation. Both successful and unsuccessful software implementation projects (identified by the Delone/McLean model) participated. Results from 165 projects were collected, 28 unsuccessful and 137 successful. The third phase used ANOVA to test the first 11 hypotheses and employed discriminant analysis for the 12th hypothesis to identify the "best set" of variables, criteria, that discriminate between successful and unsuccessful software implementation projects. Twelve discriminating variables out of 67 were identified and supported as significant discriminators between successful and unsuccessful projects. Three of the 11 constructs were found not to be significant investments for the successful projects.

Seminario para optar al grado de Ingeniero Comercial, Mención Economía / La ISO, o "International Organization for Standardization" define calidad como todos los atributos y cualidades que un bien o servicio deben poseer para satisfacer las necesidades de los clientes. En un comienzo, calidad estaba orientada principalmente a la inspección del producto, de modo que se pudiese asegurar un nivel de calidad determinado. Sin embargo, este método no solucionaba las causas del problema de no-calidad. Posteriormente la calidad fue incorporada a todas las áreas funcionales de una empresa que pudieran estar asociadas al proceso de producción. En un mercado global, comprender que es lo que los consumidores desean y esperan de los bienes y servicios es la base del intercambio, ya que un alto nivel de calidad en determinado producto, no es útil si los consumidores no desean dicho producto o si lo encuentran muy caro. Así, la clave esta determinada por elaborar el producto adecuado, bajo condiciones óptimas. La calidad, no sólo se limita a los productos, también se incorpora a la administración y diseño de funciones y actividades en la producción de un bien o servicio. Así, la calidad puede ser considerada como una función de administración, que necesita ser planeada, implementada, monitoreada y controlada.

Dagens samhälle ställer allt högre krav på kvalitet och miljö, dessa ställer i sin tur krav på marknaden. Därför behövs företag utvecklas och arbeta med ständiga förbättringar för att möta dessa krav. Ett enkelt sätt för att kunna svara mot kraven är att börja arbeta med ISO standarder. Detta används sen som ett verktyg för att kunna kontrollera och styra sitt kvalitetsarbete. Problemet med mindre företag är oftast kostnadsaspekten och kraven från leverantörer och kunder. Det finns olika kvalitetsledningssystem men det mesta kända är ISO 9000, som utgår från åtta ledningsprinciper. Dessa används som hjälp för att kunna styra och förbättra processerna i systemet och fortsätta att arbeta med ständiga förbättringar. Dessa är inga krav utan bara en ledstjärna för att se om organisationen är på rätt väg. Däremot om organisationen skall bli certifierad måste den uppfylla ISO 9001 kraven. Detta arbete ger en inblick på hur ett litet eller medelstort företag skulle kunna gå tillväga för att påbörja sitt arbete med ett kvalitets- och ledningssystem och på sikt även bli certifierade. Vidare kommer arbetet beskriva ta upp teori kopplat till ISO 9000 och vad som ett företag behöver tänka på vid ett införande av ett sådant system.

Orientador: Charbel José Chiappetta Jabbour / Banca: Daniel Jugend / Banca: Aliceu Gomes Alves Filho / Resumo: O objetivo do presente trabalho é analisar de que maneira a adoção de uma gestão ambiental pró-ativa, por meio de práticas operacionais ambientais se relaciona com o desempenho ambiental de algumas empresas. Para isso, elaborou-se uma fundamentação conceitual sobre gestão ambiental e seus aspectos evolutivos, práticas ambientais operacionais e desempenho ambiental. Essa fundamentação teórica apoiou o desenvolvimento de uma pesquisa empírica por meio de análise quantitativa. Foram coletados 75 questionários junto a empresas certificadas com a ISO para análise por meio de instrumentos estatísticos como análise descritiva, análise de correlações e Modelagem de Equações Estruturais (MEE). Os resultados permitem constatar que a adoção de práticas ambientais operacionais por parte das organizações efetivamente influencia de forma positiva o desempenho ambiental dessas organizações. Permitiu-se ainda constatar que os níveis de adoção de tais práticas nas empresas pesquisada encontram-se baixos / Abstract: The purpose of the present study is to analyze in which ways the adoption of a proactive environmental management, through operational practices is related to environmental management, through operational practices is related to environmental performance of a company. Thus, it elaborated a bibliographic foundation covering environmental management e its evolutionary aspects, environmental operational practices and environmental performance. This literature review, supported the developing of an empiric research using quantitative methods. A total of 75 questionnaires were collected with companies certified with ISO 9001 for analysis through statistical instruments such as descriptive analysis, correlation analysis, and Modeling of Structural Equations. The results show that the adoption of environmental operational practices by the organizations indeed affects in a positive way the environmental performance of such organizations. It was also noted that the adoption of such practices are in a low level / Mestre