Um estudo do processo de certificação ISO 9002 no departamento de oficinas da Companhia do Metropolitano de São Paulo

Abstract

This study aims to investigate how has been the ISO 9002 certification process in the Repair Department of the Companhia do Metropolitano de São Paulo - Metrô, in the Wheeling Material process. A survey has been performed among the Department employees in order to study the group's impression about the certification and its results. The data analysis allowed to verify the employees perceptions about the process and identify the changes with the certification mainly with reference to documentation, organization and maintenance procedures. With this work we intend to contribute for further studies about certification in accordance with ISO 9000 requirements and its effects on the organizations, specially the ones with mixed economy, like this that was the subject of this research.