Lean and quality management integration: improvement program implementation in a service company

Lean Thinking is an important pillar in the success of any program of continuous improvement process. Its tools are useful means in the analysis, control and organization of important data for correct decision making in organizations. This project had as main objective the design of a program of quality improvement in Eurico Ferreira, S.A., based on the evaluation of customer satisfaction and the implementation of 5S. Subsequently, we have selected which business area of the company to address. After the selection, there was an initial diagnostic procedure, identifying the various points of improvement to which some tools of Lean Thinking have been applied, in particular Value Stream Mapping and 5S methodology. With the first, we were able to map the current state of the process in which all stakeholders were represented as well as the flow of materials and information throughout the process. The 5S methodology allowed to act on the wastage, identifying and implementing various process improvements.

Purchasing Process Performance Definition and Improvement in the Mechanical Wood Industry

Tämän tutkimuksen ensisijaisena tavoitteena oli määrittää Schauman Wood Oy:n ostoprosessin suorituskyvyn nykytila yrityksen Suomen yksiköissä. Nykytila-arviointi suoritettiin uusien ja käytössä olevien mittaustulosten avulla. Tutkimuksessa verrattiin kymmenen tuotantolaitoksen ostoprosesseja keskenään. Keskeinen tutkimusongelma oli ostoprosessin suorituseroja aikaansaavien tekijöiden selvittäminen eri yksiköissä. Tutkimuksen tavoitteena oli saavuttaa yhtenäisemmät toimintatavat yrityksessä sekä laajentaa konsernin osto-organisaation hyödyntämistä hankintatoimessa. Tavoitteena oli ostoprosessin virtaviivaistaminen ja tehokkaamman seurantajärjestelmän kehittäminen. Ostotoimintojen suorituskyvyn jatkuva parantaminen perustuu osittain uusien mittareiden avulla saatavaan informaatioon ja täsmällisempään seurantaan. Sisäistä benchmarkingia käytettiin työkaluna suorituskyky-eroavaisuuksien määrittelyssä. Tietoa erilaisista toimintatavoista kerättiin haastattelemalla yrityksen ostajia ja tehdaspalvelupäälliköitä eri tehdaspaikkakunnilla. Sisäisen benchmarkingin avulla määriteltiin toimintatapa eroavaisuudet sekä kehitettiin seurantakortti, jossa jokaista yksikköä verrataan parhaaseen ja eniten kehittyneeseen yksikköön. Työn tuloksina muodostui ehdotuksia ostotoiminnon uusiksi mittareiksi. Uudet mittarit ovat tehokkuusmittareita, jotka kuvaavat resurssien käytön tehokkuutta sekä auttavat seuraamaan ostoprosessin tilaa entistä paremmin. Uusien mittareiden tavoitteena on myös vähentää mittareiden manipulaatiomahdollisuutta. Työn ulkopuolelle rajattiin informaatioteknologiajärjestelmien tietotekninen osuus. Eräs yrityksen tuotantolaitoksista rajattiin myös työn ulkopuolelle, koska sen ostoprosessit ovat huomattavasti kehittymättömämpiä kuin Schauman Woodin muiden tehtaiden ostoprosessit. Kyseisen yksikön kehittämisen tulee lähteä aivan ruohonjuuritasolta. Tutkimuksen teoriaosuus on kerätty alan ammattikirjallisuudesta ja tutkimuksen aihetta käsittelevistä uudehkoista tieteellisistä alan artikkeleista. Teorian tarkoituksena on tukea empiiristä osuutta sekä antaa lukijalle uusia näkemyksiä ostotoiminnan monista mahdollisuuksista. Tutkimuksen tuloksia ovat nykytila-analyysi, ehdotukset uusista ostotoiminnan mittareista sekä ehdotus MRO-tuotteiden ulkoistamiskokeilusta. Yrityksen ostotoiminnan tulisi kehittyä operatiivisesta tasosta kohti strategisempaa oston tasoa. Johdon sitoutuminen hankintatoimen kehityshankkeisiin on erityisen tärkeää, lisäksi hankintatoimi tulisi nähdä strategisempana osa-alueena yrityksessä. Hankintatoimen kehittämisen avulla yrityksen kustannustehokkuutta voidaan lisätä merkittävästi.

General systems perspective on achieving continuous synergy in a project organisation

Studies of construction labour productivity have revealed that limited predictability and multi-agent social complexity make long-range planning of construction projects extremely inaccurate. Fire-fighting, a cultural feature of construction project management, social and structural diversity of involved permanent organizations, and structural temporality all contribute towards relational failures and frequent changes. The main purpose of this paper is therefore to demonstrate that appropriate construction planning may have a profound synergistic effect on structural integration of a project organization. Using the general systems theory perspective it is further a specific objective to investigate and evaluate organizational effects of changes in planning and potentials for achieving continuous project-organizational synergy. The newly developed methodology recognises that planning should also represent a continuous, improvement-leading driving force throughout a project. The synergistic effect of the process planning membership duality fostered project-wide integration, eliminated internal boundaries, and created a pool of constantly upgrading knowledge. It maintained a creative environment that resulted in a number of process-related improvements from all parts of the organization. As a result labour productivity has seen increases of more than 30%, profits have risen from an average of 12% to more than 18%, and project durations have been reduced by several days.

A model to achieve sustainable improvement and innovation in organisations, industries, regions and communities

The achievement and measurement of improvements and innovations is not often an overt practice in the design and delivery of government services other than in health services. There is a need for specific mechanisms proven to increase the rate and scale of improvements and innovations in organisations, communities, regions and industries. This paper describes a model for the design, measurement and management of projects and services as systems for achieving and sustaining outcomes, improvements and innovations.The development of the model involved the practice of continuous improvement and innovation within and across a number of agricultural development projects in Australia and nternationally. Key learnings from the development and use of the model are: (1) all elements and factors critical for success can be implemented, measured and managed; (2) the design of a meaningful systemic measurement framework is possible; (3) all project partners can achieve and sustain rapid improvements and innovations; (4) outcomes can be achieved from early in the life of projects; and (5) significant spill-over benefits can be achieved beyond the scope, scale and timeframe of projects

Quality improvement within nonprofit social service providers

As a relatively new phenomenon in 2009, Swedish nonprofit social service providers proposed quality improvement as a way to reduce mistakes, use resources more effectively and meet the needs and expectations of clients in a better way. Although similar experiences have been studied in health care, the transfer of quality improvement to nonprofit social services gives a possibility for more knowledge on what enables, and constrains, systematic quality improvement in this specific context. This thesis is based on five years of supporting quality improvement in the Swedish nonprofit welfare sector. Specifically, it builds knowledge on which active mechanisms and enabling or constraining structures exist for nonprofit social service quality improvement. By studying quality improvement projects that have been conducted in the development program Forum for Values, critical cases and broad overviews are found valuable. These cases have resulted in four papers on quality improvement in nonprofit social services. The papers include: critical cases from a nursing home for elderly and a daycare for disabled children (Paper I); a critical case from a sheltered housing (Paper II); an overview of performance measurements in 127 quality improvement projects (Paper III); and an analytical model of how improvement policy and practice are bridged by intermediaries (Paper IV). In this thesis, enabled or constrained events and activities related to Deming's system of profound knowledge are identified from the papers and elaborated upon. As a basis for transforming practice into continuous improvement, profound knowledge includes the four knowledge domains: appreciation of a system, theory of knowledge, understanding of variation and psychology of change. From a realist perspective, the identified events are seen as enabled or constrained by mechanisms and underlying regularities, or structures, in the context of nonprofit social services. The emerging mechanisms found in this thesis are: describing and reflecting upon project relations; forming and testing a theory of action; collecting and displaying measurable results over time; and engaging and participating in a development program. The structures that enable these mechanisms are: connecting projects to shared values such as client needs; local ownership of what should be measured; and translating quality improvement into a single practice. Constraining structures identified are: a lack of generalizable scientific knowledge and inappropriate or missing infrastructure for measurements. Reflecting upon the emergent structures of nonprofit social services, the role of political macro structures, reflective practice, competence in statistical methods and areas of expertise becomes important. From this discussion and the findings some hypotheses for future work can be formulated. First, the identified mechanisms and structures form a framework that helps explain why intended actions of quality improvement occur or not. This frameworkcan be part of formulating a program theory of quality improvement in nonprofit social services. With this theory, quality improvement can be evaluated, reflected upon and further developed in future interventions. Second,new quality improvement interventions can be reproduced more regularly by active work with known enablers and constraints from this program theory. This means that long-lasting interventions can be performed and studied in a second generation of improvement efforts. Third, if organizations integrate quality improvement as a part of their everyday practice they also develop context-specific knowledge about their services. This context-specific knowledge can be adopted and further developed through dedicated management and understanding of variation. Thus, if enabling structures are invoked and constraining structures handled, systematic quality improvement could be one way to integrate generalizable scientific knowledge as part of an evidence-creating practice.

Using Kofax Solutions for Process Improvement

One of the ways the South Carolina State Housing Finance and Development Authority fulfills this mission is through the purchase and servicing of mortgage loans. The 2007 Recession resulted in decreased revenues for the department while higher default, foreclosure and bankruptcy rates increased the department's manpower cost. The agency has since acquired different servicing software which complies with current industry regulations and is once again servicing the loans that it purchases. This project is to see if the department could improve any of their overall processes by using existing technologies and software to better utilize the new servicing system while minimizing manual tasks. This paper explores whether the existing Kofax Document Recognition system could improve this process and reduce overall employee time and effort?

Quality improvement of traditional dry fermented sausages based on innovative technological strategies

Dry fermented sausages are highly appreciated food specialties, mainly in Portugal and other southern European countries. Therefore, all research efforts aiming at improving the food quality and safety of traditional dry sausages are of interest, since they are likely to result in products with higher added value and quality standards most suited to the requirements and concerns of the modern consumers. Among those efforts, it may be highlighted the studies involving innovative processing parameters and technologies to overcome practical problems gathered in the meat industry, which are mostly associated with food quality and safety. Additionally, characterization of traditional dry sausages and rationalization of their processing are essential for further achievement of any official certification. Thus, this article attempts to point out some research lines of highest interest in meat science (and particularly to the broad variety of regional dry fermented sausages), towards to the valorisation of technological, nutritional and commercial features. In addition, it is here emphasized the importance for the continuous improvement of the quality and safety of meat products as a way to respond to the current concerns regarding its consumption and the general advices in reducing its daily intake.

Environmental management system and human resource practices: is there a link between them in four Brazilian companies?

The aim of this article is to analyze the theoretical model proposed by [Jabbour CJC, Santos FCA. Relationships between human resource dimensions and environmental management in companies: proposal of a model. Journal of Cleaner Production 2008;16(1):5 1-8.] based on the data collected in four Brazilian companies. This model investigates how the phases of the environmental management system can be linked to human resource practices in order to attain continuous improvement of a company`s environmental performance. Our aim is to contribute to a field, which has little empirical evidence. Although the interaction between the phases of the environmental management system and human resource practices is recommended by the specialized literature [Daily BE Huang S. Achieving sustainability through attention to human resource factors in environmental management. International Journal of Operations and Production Management 2001:21(12):1539-52.], the results indicate that most of the theoretical assumptions could not be confirmed in these Brazilian companies. (C) 2008 Elsevier Ltd. All rights reserved.

Estudo do transporte atmosférico de Mp10 e SO2 com os Modelos WRF/CMAQ em regiões costeiras urbanas

O objetivo principal deste trabalho foi o estudo do transporte atmosférico de PM10 e SO2 em regiões costeiras urbanas usando modelos WRF/CMAQ. Duas regiões foram contempladas neste estudo. Uma é a Região da Grande Vitória (RGV), no estado do Espírito Santo, Brasil; a outra é a Região da Grande Dunkerque (RGD), no Departamento Nord Pas-de-Calais, França. A RGV é cercada por uma cadeia de montanhas paralela à costa, resultando num topografia complexa e acidentada. Já a RGD possui uma topografia muito mais suave. As entradas de dados para os modelos WRF/CMAQ englobaram o inventário de emissões de poluentes atmosféricos do IEMA-ES para a RGV, e o inventário de emissões no nível do solo de Nord Pas-de-Calais denominado ―Cadastre_totaux_3km_A2008 _M2010_V2_SNAPN2‖ para a RGD. Ambos os inventários apresentaram restrições, todavia. O inventário da RGV apresentou valores de ressuspensão em vias de tráfego elevados, em comparação com diversos estudos, e teve esses dados modificados. Os dados no nível do solo e a grande área de das células da grade (9 km2) do inventário da RGD não permitiram resultados satisfatórios de modelagem. A validação dos modelos foi realizada por comparação com resultados obtidos em duas campanhas experimentais: uma na cidade de Dunkerque, no norte da França, em setembro de 2009; a outra na cidade de Vitória, no sudeste do Brasil, em julho de 2012. Esses dados foram obtidos pelo uso de sistemas de Light Detection and Ranging (LIDAR) e Sonic Detection and Ranging (SODAR), bem como de Estações Meteorológicas de Superfície (EMS) e de monitoramento atmosférico. Os resultados deste trabalho mostraram que: a) existe uma necessidade de melhorias contínuas nos inventários regionais de emissões, adaptando-os para condições locais específicas e focando na obtenção de parâmetros necessários para modelagem fotoquímica; b) os valores de módulo e direção das velocidades obtidas na modelagem meteorológica influenciam fortemente os resultados da modelagem de concentração de poluentes; c) a qualidade do ar tanto na RGV quanto na RGD merece atenção, sobretudo no que diz respeito às concentrações de MP10. De acordo com os dados das estações de monitoramento, a situação parece mais crítica na RGD; d) a modelagem da RGV apresentou resultados mais satisfatórios do que a da RGD, de acordo com os resultados das validações; e) a entrada da brisa do mar provocou alterações significativas na concentração dos poluentes, o que pôde ser observado na análise da dinâmica da dispersão de MP10 e SO2. Esse fenômeno foi mais marcante na RGV, onde a entrada da brisa marítima provocou um movimento oscilatório na pluma de poluição, levando-a para os bairros mais densamente povoados do conglomerado urbano. Na RGD, a entrada da brisa não foi cotidiana e, no dia em que ela aconteceu, houve uma alteração de quase 180º na direção do movimento da pluma de poluição. Além do aumento da turbulência vertical, o qual já foi estudado por diversos autores, este estudo focou também na influência brisa do mar na dinâmica da pluma de dispersão de poluentes atmosféricos em regiões costeiras.

Conception of a flexible integrator and lean model for integrated management systems

Management systems standards (MSSs) have developed in an unprecedented manner in the last few years. These MSS cover a wide array of different disciplines, aims and activities of organisations. Also, organisations are populated with an enormous diversity of independent management systems (MSs). An integrated management system (IMS) tends to integrate some or all components of the business. Maximising their integration in one coherent and efficient MS is increasingly a strategic priority and constitutes an opportunity for businesses to be more competitive and consequently, promote its sustainable success. Those organisations that are quicker and more efficient in their integration and continuous improvement will have a competitive advantage in obtaining sustainable value in our global and competitive business world. Several scholars have proposed various theoretical approaches regarding the integration of management sub-systems, leading to the conclusion that there is no common practice for all organisations as they encompass different characteristics. One other author shows that several tangible and intangible gains for organisations, as well as to their internal and external stakeholders, are achieved with the integration of the individual standardised MSs. The purpose of this work was to conceive a model, Flexible, Integrator and Lean for IMSs, according to ISO 9001 for quality; ISO 14001 for environment and OHSAS 18001 for occupational health and safety (IMS–QES), that can be adapted and progressively assimilate other MSs, such as, SA 8000/ISO 26000 for social accountability, ISO 31000 for risk management and ISO/IEC 27001 for information security management, among others. The IMS–QES model was designed in the real environment of an industrial Portuguese small and medium enterprise, that over the years has been adopting, gradually, in whole or in part, individual MSSs. The developed model is based on a preliminary investigation conducted through a questionnaire. The strategy and research methods have taken into consideration the case study. Among the main findings of the survey we highlight: the creation of added value for the business through the elimination of several organisational wastes; the integrated management of the sustainability components; the elimination of conflicts between independent MS; dialogue with the main stakeholders and commitment to their ongoing satisfaction and increased contribution to the company’s competitiveness; and greater valorisation and motivation of employees as a result of the expansion of their skill base, actions and responsibilities, with their consequent empowerment. A set of key performance indicators (KPIs) constitute the support, in a perspective of business excellence, to the follow up of the organisation’s progress towards the vision and achievement of the defined objectives in the context of each component of the IMS model. The conceived model had many phases and the one presented in this work is the last required for the integration of quality, environment, safety and others individual standardised MSs. Globally, the investigation results, by themselves, justified and prioritised the conception of an IMS–QES model, to be implemented at the company where the investigation was conducted, but also a generic model of an IMS, which may be more flexible, integrator and lean as possible, potentiating the efficiency, added value both in the present and, fundamentally, for future.

Application of Gage R&R methodology for improving the training and evaluation of automatic optical inspection machine operators

The current level of demand by customers in the electronics industry requires the production of parts with an extremely high level of reliability and quality to ensure complete confidence on the end customer. Automatic Optical Inspection (AOI) machines have an important role in the monitoring and detection of errors during the manufacturing process for printed circuit boards. These machines present images of products with probable assembly mistakes to an operator and him decide whether the product has a real defect or if in turn this was an automated false detection. Operator training is an important aspect for obtaining a lower rate of evaluation failure by the operator and consequently a lower rate of actual defects that slip through to the following processes. The Gage R&R methodology for attributes is part of a Six Sigma strategy to examine the repeatability and reproducibility of an evaluation system, thus giving important feedback on the suitability of each operator in classifying defects. This methodology was already applied in several industry sectors and services at different processes, with excellent results in the evaluation of subjective parameters. An application for training operators of AOI machines was developed, in order to be able to check their fitness and improve future evaluation performance. This application will provide a better understanding of the specific training needs for each operator, and also to accompany the evolution of the training program for new components which in turn present additional new difficulties for the operator evaluation. The use of this application will contribute to reduce the number of defects misclassified by the operators that are passed on to the following steps in the productive process. This defect reduction will also contribute to the continuous improvement of the operator evaluation performance, which is seen as a quality management goal.

O IMPACTO FINANCEIRO DAS AUDITORIAS DA QUALIDADE NAS EMPRESAS PORTUGUESAS

This paper discusses the main theme the financial implications that Portuguese companies with the implementation and subsequent certification of the Quality System and respective Quality Audits. The literature review shows that companies do not publish financial results on the subject in question, making it necessary to acquire information through a questionnaire. About 126 questionnaires were sent. Our sample is however 32 validados.Pode to complete questionnaires that the top 5 overall benefits or indirect financial benefits for Portuguese companies were, respectively: improving internal organization; improving the company's image; increasing customer satisfaction; continuous improvement in customer service; improving competitive position. In terms of direct financial benefits the 3 main benefits obtained by the companies were: turnover increase; Performance (cost reduction); Increased business productivity. So it is expected to contribute to the knowledge of the impact, notably financial of Quality Management Systems and respective audits in Portuguese companies.

Linking customer satisfaction, quality, and strategic planning

By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In doing so, they liberate the quality concept from the narrow product or service focus to encompass total conformance to customer requirements in spite of the existing functionalization and departmentalization of modern complex structures. In addition to these key components, a customer-driven organization demands building and nurturing a customer satisfaction culture and value system that makes quality improvement and heightened concern for customer satisfaction a permanent aspect of organizational life.

A questão do género em Moçambique: contributo para uma análise da sua problemática

RESUMO:O desenvolvimento entendido como um processo político, económico e social, visando uma melhoria constante do bem-estar de toda a população, requer a alocação e utilização de recursos para benefício social e económico da sociedade. Porém, em Moçambique, neste processo, o crescimento e progressão dos grupos sociais ainda é desigual, ocorrendo uma certa marginalização e menor participação nos processos de tomada de decisão, das mulheres e dos grupos desfavorecidos. O presente estudo, subordinado ao tema: “A Questão do Género em Moçambique: Contributo para uma análise da sua problemática”, procurou compreender a importância e o contributo das mulheres moçambicanas inseridas em diferentes áreas de desenvolvimento e o seu empoderamento. O estudo foi centrado nas diversas formas de luta e de intervenção contra a pobreza e a exclusão social. A metodologia do presente trabalho consistiu numa pesquisa empírica através da observação participante, onde foram feitas entrevistas, utilizando guiões pré-elaborados que permitiram recolher os perfis sociológicos das ONGs que trabalham directamente com as questões de género. Foram entrevistadas mulheres que ocupam lugares-chave nas instituições governamentais e algumas parlamentares. Foi igualmente consultada a documentação oficial bem como os dados estatísticos que abordam questões ligadas ao género. As observações feitas indicam-nos que a mulher em Moçambique busca gradualmente o seu espaço no desenvolvimento da sociedade, não se esgotando a sua participação apenas nos processos decisórios a nível governamental e das ONGs, antes estendendo-se ao associativismo nos mais diversos campos sociais. A mulher moçambicana participa hoje, individualmente ou organizada em grupo, em lutas e reivindicações colectivas, tendo crescido positivamente ao conseguir ultrapassar diversos obstáculos. A título de conclusão recomenda-se a inclusão de profissionais da área social nos programas de desenvolvimento. Seria uma forma de fortalecer os avanços já alcançados. A presença de assistentes sociais nos órgãos públicos e noutros sectores mais sensíveis, iria por certo permitir reduzir as preocupações dos que buscam estes serviços. ABSTRACT: The present study on the subject: “The Question of Gender in Mozambique: Development and Issues”, demand to understand the importance and contribution that non-governmental organizations provides on the effort of Mozambican woman in having in the society the space that on right belongs to her. The development understood as the economic, social, cultural and political process that aimed a continuous improvement of the population welfare, require the allocation and use of resources for social and economic benefit of society. However in many countries, as is the case of Mozambique, this process is the advancement of certain groups accompanied by the marginalization, exclusion and subordination of others, especially women. Despite improvement in education and combating poverty, access to education for women remains an unusual reality and poverty persists to affect much of Mozambican women, thus causing its social exclusion. On the other hand, although the law recognizes gender equality, women are still oppressed and often the only career that is destined is to be married, take care of the field and having children. However, several exceptions have occurred in which women have to take political positions and functions exclusively reserved to men before. Women's organizations and women leaders participating in favour of the defence of other women have been contributing to its success. UFUPISHO:Maendeleo, yanayosikiwa kama utaratibu wa jamii, ambao unalinga hali njema ya mustarehe wa watu wote wa nchi, yanahitaji toleo na utumizi wa vifaa kwa fadhili ya jamii na ya kiuchumi ya watu jamii. Walakini katika Mozambiki, mwendeleo unaotukia utaratibuni huu hauko sawa. Funzo hili la kuhusu jambo: “ Swali la jinsi ya kuwa kiume au kike Mozambiki: Maendeleo na Tatizo “, lilitafuta kufahamu muhimu na msaada wa wanawake wa Mozambiki katika maeneo mbalimbali ya maendeleo na ongezo la uwezo wao. Funzo lilifanywa juu ya namna nyingi za mapigano na uamuzi kwa kupingana na umaskini na ondoleo katika jamii. Taratibu ya funzo hili ilikuwa uchunguzi jarabati katika onyo la kushirika,ambamo yalifanywa mahojiano, yakitumia maongozi yaliyofanywa mbele ambayo yaliruhusu kujua tabia za elimujamii za “ONGs” ambazo zinafanya kazi juu ya maswali ya jinsi ya kuwa kiume au kike. Walihojiwa wanawake ambao wanamiliki kazi muhimu katika mashirika ya serikali na wanawake wa bunge. Zilichunguwa pia hati rasmi na takwimu zinazohusu maswali ya jinsi ya kuwa kiume au kike. Maonyo yaliyofanywa yanatuonyesha ya kwamba mwanamke katika Mozambika anatafuta kidogo kidogo nafasi yake maendeleoni ya watu jamii, asipojichosha tu kwa kushirika katika taratibu za kubezwa za serikali za “ONGs” na ushirikiano, ukijitanda kwa maeneo ya jamii makubwa zaidi. Mwanamke wa Mozambiki anashirika peke au kwa kundi, akiunganika mapiganoni na madaini ya pamoja, akigua na akiweza kupita vizuizi vingi. Inashauriwa kwamba kama namna ya kuimarisha maendeleo na kwa sababu mwanamke yuko katika sehemu nyingi za jamii, anaingia ndani ya sekta mbalimbali za ufundi kama kwa mfano msaidizi wa jamii. Kuwapo kwa msaidizi wa jamii katika mashirika ya umma na katika sekta nyingine mbalimbali kutaruhusu kumaliza shughuliko ya wale ambao wanatafuta kazi hizi.

Implementação de sistemas da qualidade numa empresa de transporte rodoviário fraccionado de mercadorias: indicadores de competitividade

A certificação deixou de ser “apenas” uma vantagem competitiva para passar a ser um critério seleccionador de empresas diferenciando-as das concorrentes. O conceito de melhoria contínua subjacente à norma ISO 9001 transmite para o mercado a imagem de empresas capazes de satisfazer e superar as exigências dos clientes, direccionando todos os colaboradores para esse objectivo comum. O sector dos Transportes aderiu em força a esta inovação mostrando interesse em melhorar a qualidade do serviço prestado e dos processos. O objectivo deste estudo é contribuir para a avaliação da implementação do Sistema de Gestão da Qualidade (SGQ) ISO 9001:2008 numa empresa de Transportes rodoviários de mercadorias porta a porta (TRMPP) – também designado por Transporte Fraccionado de Mercadorias. Elaborou-se um questionário a clientes construindo-se os indicadores de forma a identificar pontos fortes e pontos fracos no sentido da melhoria contínua da qualidade. Destacam-se a competitividade relativamente às devoluções, grau de satisfação relativamente à competitividade geral, classificação do serviço prestado pelos motoristas/ ajudantes. Conclui-se que a principal razão que levou a empresa a implementar o SGQ foi a necessidade de responder a alguns requisitos nomeadamente concursos públicos onde implicitamente existem indicadores de satisfação dos clientes e outros de melhoria da qualidade do produto/serviço. Durante o processo de implementação do SGQ, surgiram dificuldades relacionadas essencialmente com o tempo necessário para tratar de burocracias e com os custos da Qualidade. Concluiu-se ainda que a Gestão de topo, os Directores e os Chefes de Secção, são os principais responsáveis pela detecção e correcção de não conformidades, bem como a empresa que implementou novos métodos de motivação dos colaboradores, destacando a formação e a comunicação.