Normas ISO 9000 qualidade e produtividade: a experiência de uma empresa na área de produtos metrológicos

Abstract

Abstract: In the last decade, quality and productivity gained great momentum in the highly competitive business world. Currently, the implementation and certification of quality systems and the study of productivity are extremely relevant factors for organizations that intend to have a competitive differential and consequently guarantee their continuity. This dissertation studies the relationship between ISO 9000 standards, revision of 1994, quality and productivity, that is, the influence of these standards on quality and productivity, during their implementation and also in the following years, that is, in the maintenance of certification. The research method employed in the project was the single case study with the use of questionnaires in several interviews, where data about the company were collected. The research was carried out in a renowned Brazilian company in the area of metrological products. Quality (product rework, customer satisfaction, compliance with delivery deadlines and manufacturing rejection) and productivity indicators were evaluated, with the main objective of verifying the improvement trend in the same after the implementation of ISO 9000 standards and their subsequent maintenance . The final considerations of this work demonstrate that the certification brought direct benefits to the company studied, through the real improvement in the quality and productivity indicators, however, due to the fact that it is a single case study, it should not be generalized to all industrial segments, despite the criteria and care applied in its realization.