Submitted by Andre Luiz Correa (andreluizcorrea@outlook.com) on 2018-09-19T14:36:13Z No. of bitstreams: 1 Dissertação_André Luiz Corrêa.pdf: 1701858 bytes, checksum: 65f09c0b53af1e89dac3e1238dd5ec93 (MD5) / Approved for entry into archive by Neli Silvia Pereira null (nelisps@fcav.unesp.br) on 2018-09-19T19:42:04Z (GMT) No. of bitstreams: 1 correa_al_me_jabo.pdf: 1701858 bytes, checksum: 65f09c0b53af1e89dac3e1238dd5ec93 (MD5) / Made available in DSpace on 2018-09-19T19:42:04Z (GMT). No. of bitstreams: 1 correa_al_me_jabo.pdf: 1701858 bytes, checksum: 65f09c0b53af1e89dac3e1238dd5ec93 (MD5) Previous issue date: 2018-08-31 / O objetivo geral desta pesquisa foi identificar em que grau os princípios de gestão da qualidade estão inter-relacionados. O primeiro objetivo específico foi identificar o nível de implementação dos princípios de gestão da qualidade na organização. O segundo objetivo específico foi reduzir o conjunto inicial de vinte e uma variáveis para poucas variáveis que expliquem como esses princípios de gestão estão inter-relacionados. O terceiro objetivo foi direcionar a organização para a implementação de ações de melhoria sobre os princípios de gestão que minimizem esforços e recursos necessários. Foi realizado um estudo de caso em uma organização industrial certificada ISO 9001 envolvida na cadeia de suprimentos sucroenergética. O instrumento de coleta de dados foi elaborado tendo como referência a norma ISO 10014. Inicialmente o questionário foi aplicado para um grupo de doze respondentes de perfis distintos para verificar o nível de dificuldade no entendimento das questões. Foi calculado o coeficiente de Cronbach sendo obtido um valor de ∝=0,94, demonstrando forte consistência interna no questionário. Foram obtidas 98 respostas completas que foram analisadas por meio de técnicas estatísticas descritivas e multivariadas, como a análise de fatores por componentes principais e análise de agrupamentos. Para as análises estatísticas foram utilizados os softwares Excel® 2016 e Statistica® 7.0. Por meio da análise de fatores as vinte e uma variáveis iniciais foram reduzidas a dois fatores, que foram denominados gestão de processos e gestão de pessoas. Foram realizadas análises de agrupamentos por métodos hierárquicos e não-hierárquicos e verificou-se que as variáveis pertencentes a cada grupo são as mesmas variáveis com cargas fatoriais elevadas em cada fator. Conclui-se que que os objetivos da pesquisa foram plenamente alcançados demonstrando a eficácia da aplicação de técnicas multivariadas para compreensão de fenômenos resultantes da ação de variáveis inter-relacionadas. Salienta-se que os resultados da pesquisa não podem ser generalizados para outras organizações, devido a análise específica de um caso. / The general objective of this research was to identify to what degree the principles of quality management are interrelated. The first specific objective was to identify the level of implementation of the principles of quality management in the organization. The second specific objective was to reduce the initial set of twenty-one variables to a few variables that explain how these management principles are interrelated. The third objective was to direct the organization to the implementation of improvement actions on the management principles that minimize the efforts and necessary resources. A case study was carried out in an ISO 9001 certified industrial organization involved in the sugarcane supply chain. The data collection instrument was developed with reference to ISO 10014. Initially the questionnaire was applied to a group of twelve respondents from different profiles to verify the level of difficulty in understanding the issues. The Cronbach coefficient was calculated and a value of α = 0.94 was obtained, showing a strong internal consistency in the questionnaire. A total of 98 responses were obtained, which were analyzed using descriptive and multivariate statistical techniques, such as principal components factor analysis and cluster analysis. For the statistical analysis, the software Excel® 2016 and Statistica® 7.0 were used. Through the factor analysis, the twenty-one initial variables were reduced to two factors, which were called process management and people management. Cluster analyses were performed by hierarchical and non-hierarchical methods and it was verified that the variables belonging to each group are the same variables with high factor loads in each factor. It is concluded that the objectives of the research were fully achieved demonstrating the effectiveness of the application of multivariate techniques to understand phenomena resulting from the action of interrelated variables. It should be noted that the results of the research cannot be generalized to other organizations, due to the specific analysis of a case.

Kvalitetsledningssystemet ISO 9001 kan användas för att arbeta med förbättringar, men har genom åren fått kraftig kritik. Studier visar att för att en verksamhet eller organisation ska lyckas med förbättringsarbetet är ledningens engagemang och agerande helt avgörande om förbättringsarbetet blir lyckat eller inte. Syftet med magisteruppsatsen är att undersöka ledarskapets betydelse för kvalitetsledningssystemet ISO 9001 och att kunna svara på vilka som är centrala delar för ett företag som ledningen bör arbeta med för ISO 9001 samt hur dessa överensstämmer med ISO 9001 kvalitetsledningsprinciper. Metod som användes var kvalitativ datainsamlingsmetod genom enkätundersökning till ett utvalt företag där enkäten skickades ut till 12 ledare och 5 av dessa valde att inom avsatt tidsram besvara enkäten. Tolkningen av analysen har visat att det undersökta företaget är i mål med kvalitetsledningsprinciperna då undersökningen visade att engagerat ledarskap och ledningens ansvar och åtaganden är en kärna i kvalitetsledningsprinciperna som kräver att ledningen strävar efter förbättringar och ständigt arbetar med processer som ska ge stöd till medarbetarna i sitt vardagliga arbete. I detta sammanhang krävs att ledningen skapar en relation med intressenter samt gör dessa delaktiga för att kunna skapa ett förtroende för kunderna.  Slutsatser som studien kom fram till är att ledarskapet har en betydelse för ISO 9001 där det ger en god grund för ordning och reda samt hjälper ledare att samordna arbetssätt. Hos det valda företaget anser samtliga ledare att behovet av kvalitetsledningssystemet ISO 9001 är stort, både för sin egen del men också för sina medarbetare. En anledning till att företaget valt att certifiera sig mot ISO 9001 är dess kunder, det är dock viktigt att kvalitetsledningssystemet används på rätt sätt, så att det inte enbart är en “pappersprodukt”. En del av den kritik som riktats mot ISO 9001 har kopplats till ledarskap och den senaste versionen ISO 9001:2015 har ett utökat fokus på ledarskap, men trots detta visar studien att 4 av 5 ledare inte vet om ISO 9001:2015 har ett utökat fokus jämfört med tidigare versioner och den sista ledaren anser att ISO 9001:2015 inte har ett utökat fokus på ledarskap. Slutsatser är även att viktiga centrala delar inom ett företag som ledare bör arbeta med är just ISO 9001 kvalitetsledningsprinciper kundfokus, ledarskap, medarbetarnas engagemang, processinriktning, förbättring, faktabaserade beslut och relationshantering. En annan viktig central del har visat sig vara att ledare och medarbetare är insatta i kvalitetsledningssystemet och visar engagemang för att kunna arbeta med processer och kommunicera ut kvalitetsledningssystemet inom hela organisationen för ett fungerande arbetssätt och 4 av 5 ledare anser att det är enkelt, eller i de flesta fall enkelt att arbeta utifrån ISO 9001 riktlinjer. Studien visar även att ledarna anser att medarbetare får mer stöd än ledare utifrån vilket stöd som ges från företaget samt att den motgång som kan tänkas uppkomma vid en implementering eller arbete med kvalitetsledningssystemet ISO 9001 handlar om internt motstånd mot förändringar inom organisationen. / The quality management system ISO 9001 can be used to work with improvements but has received strong criticism over the years. Studies show that in order for a business or organization to succeed with the improvement work, the management's commitment and action are absolutely decisive whether the improvement work is successful or not. The purpose of the master's thesis is to investigate the importance of leadership for the quality management system ISO 9001 and to be able to answer which are the success factors that management should work with for ISO 9001 and how these are consistent with ISO 9001 quality management principles. The method used was a qualitative data collection method through a survey to a selected company where the survey was sent to 12 managers and 5 of these chose to answer the survey within the allotted time frame. The interpretation of the analysis has shown that the investigated company is on target with the quality management principles as the investigation showed that committed leadership and the management's responsibilities and commitments are a core of the quality management principles that require the management to strive for improvements and constantly work with processes that will support the employees in their everyday work. In this context, management is required to create a relationship with stakeholders and involve them to create trust for customers.  Conclusions that the study came to is that leadership has an importance for ISO 9001 where it provides a good basis for order and helps leaders to coordinate working methods. At the selected company, all leaders believe that the need for the quality management system ISO 9001 is large, both for themselves but also for their employees. One reason why the company chose to certify against ISO 9001 is its customers, however, it is important that the quality management system is used correctly, and not just a "paper product". Some of the criticism towards ISO 9001 has been linked to leadership and the latest version ISO 9001:2015 has an expanded focus on leadership, but despite this the study shows that 4 out of 5 leaders do not know if ISO 9001:2015 has an expanded focus compared to previous versions and the last leader believes that ISO 9001:2015 does not have an expanded focus on leadership. Conclusions are also that important success factors that leaders should work with is the ISO 9001 quality management principles, customer focus, leadership, employee commitment, process orientation, improvement, fact-based decisions and relationship management. Another important success has proven to be that leaders and employees are familiar with the quality management system and show commitment to being able to work with processes and communicate the quality management system throughout the organization for a functioning working method, and 4 out of 5 leaders consider it easy, or in most cases easy to work based on ISO 9001 guidelines. The study also shows that the leaders believe that employees receive more support than leaders based on the support given by the company, and that the adversity that can conceivably arise when implementing or working with the quality management system ISO 9001 is about internal resistance to changes within the organization.