Sistema de gestão da qualidade e a sua implantação

O objetivo desse trabalho foi identificar os pontos fortes e fracos - premissas básicas, funções e procedimentos, que se mostrem relevantes no decorrer da implantação de um sistema de Gestão da Qualidade Total. Buscou-se estabelecer um conjunto de critérios, associados desde ao sistema de informação, até à cultura da organização ou a sua estratégia de gestão, que pudessem vir a sugerir algumas mudanças no processo e servir de base para a proposição de um protocolo de implantação dos sistemas de gestão da qualidade. Foi elaborado um guia inicial compilando as tendências e pontos identificados na revisão bibliográfica como relevantes para o sucesso na implantação de um sistema de gestão da qualidade. A compilação categorizou os pontos sob três enfoques: técnico, conceitual e estratégico. Esse guia de análise norteou a condução e o acompanhamento da pesquisa de campo. O método de pesquisa adotado foi o Estudo de Caso, no qual acompanhou-se o processo de implantação de um sistema de Gestão da Qualidade Total, analisando as principais causas do sucesso e fracasso do mesmo, e uma possível associação com os pontos fortes e fracos identificados. Por meio dos dados coletados através dos instrumentos de pesquisa, somados à análise das atas de reuniões do projeto, documentação do sistema e observações diretas registradas, promoveu-se a revisão e enriquecimento do guia de análise. Deste modo, ao final do trabalho obtivemos a proposição de um guia que possa servir de roteiro na busca pelo sucesso no processo de implantação dos sistemas de gestão da qualidade.

A gestão pela qualidade total como estratégia de produtividade. O caso da concessionária Volkswagen ' Solimões Veículos' da cidade de Manaus

Este estudo trata-se de um "estudo de caso - ex post facto" que tem como objetivo demonstrar, a partir das percepções e manifestações dos dirigentes e empregados da empresa Solimões Veículos - Concessionária Volk:swagen de Manaus, como a Gestão pela Qualidade Total - GQT pode influenciar na produtividade das pessoas que compõem esta organização. Com base nos pressupostos da qualidade total, chegou-se a hipótese de que a GQT é uma ferramenta estratégica que pode influenciar na produtividade dos empregados. Como a avaliação de percepções e manifestações de pessoas não é tarefa das mais fáceis e, devido à complexidade que se encaminha o problema de pesquisa, este estudo se caracterizará como sendo descritivo priorizando um tratamento quantitativo e qualitativo aos dados. A metodologia utiliza, basicamente, uma "pesquisa documental", que tem como objetivo a investigação de todos os fatos, acontecimentos e estatísticas que envolvem o problema pesquisado; uma "pesquisa bibliográfica", onde são analisadas e descritas as literaturas existentes a respeito dos temas GQT e Produtividade; e uma "pesquisa de campo", onde se procura demonstrar, a partir das percepções e manifestações dos dirigentes e empregados da empresa estudada, a int1uencia da GQT em suas produtividades.

A questão do comprometimento com a qualidade na gestão de uma empresa de telecomunicações

O estudo objetivou verificar a existência de comprometimento da empresa Telecomunicações do Rio de Janeiro Sociedade Anônima - Telerj, com o modelo de gestão pela qualidade por ela adotado. Considera-se que, sem que haja a participação efetiva de todos os membros da organização, o modelo de gestão pela qualidade terá poucas chances de ser implementado com êxito. Foram analisados os dados referentes às ações gerenciais e resultados decorrentes em um período de oito anos no qual foi tentada a implantação de gestão pela qualidade na empresa. As reflexões sobre os fatos obtidos levaram à conclusão de que não existe comprometimento da organização, como um todo, com o modelo de gestão pela qualidade.

A participação do empregado na implantação de um programa de gerência de qualidade total

Resumo da dissertação apresentada à Escola Brasileira de Administração Pública - EBAP da Fundação Getúlio Vargas - EBAP, como parte dos requisitos para obtenção do grau de Mestre em Administração Pública A Participação do Empregado na Implantação de um Programa de Gerência da Qualidade Total: A Região Operacional da Embratel no Rio de Janeiro Clarissa de Souza Monteiro Campos Setembro, 1996 Centro de Formação Acadêmica e Pesquisa Orientador: Prof.: Paulo Reis Vieira O trabalho visa analisar um programa de Qualidade Total focalizando a questão da participação dos funcionários no mesmo. Através de uma pesquisa de campo, pretendeu-se levantar a questão da participação dentro dos programas de qualidade, bem como sua repercussão na adesão dos funcionários à filosofia do programa de Qualidade Total e no desenvolvimento do processo da melhoria contínua na organização. De cunho exploratório e caráter qualitativo, a pesquisa de campo desenvolvida não teve pretensões de generalização. Com metodologia qualitativa, a pesquisa objetivou produzir dados descritivos relativos à observação de comportamentos e palavras escritas das pessoas investigadas. Não houve preocupação de resolver os problemas ou avaliar acertos e contradições no processo de implantação do TQC. A pesquisadora baseou-se, para aplicação e avaliação dos dados coletados, na suposição de que: através das contradições podem-se ser configuradas possíveis saídas para problemas e, portanto, estas devem ser olhadas como ponto de partida para a implantação de melhorias no processo atual da organização. A experiência de implantação do Programa de Qualidade Total na Região Operacional do Rio de Janeiro na Embratel, até onde a limitação dos dados coletados permite concluir, teve mais pontos fortes do que fracos no que diz respeito a questão da participação dos funcionários. Pode-se acreditar que as limitações observadas pela pesquisa são passíveis de superação mediante um esforço de esclarecimento sobre os objetivos e, principalmente, sobre as metas do Programa, permitindo um possível aumento do grau de adesão dos funcionários no mesmo.

Programa de aquisição de alimentos (2003-2010): avaliação da implementação pela CONAB no Rio Grande do Norte

This thesis aimed to evaluate the implementation of the Food Acquisition Program(PAA) through CONAB RN in the period of 2003-2010 with the perception of all agents involved in the implementation of the government program.For the methodological trajectory it was adopted a descriptive bibliographical and documentary approach with triangular qualitative and quantitative, also called evaluative research.The theoretical model was supported by the authors Draibe (2001), Aguilar and Ander-Egg (1994) and Silva(2001), among others, that focused on family farming and evaluation of implementation of public policy having as a category of analysis the size implementation of policy and the latter divided into 10 theoretical dimensions.The universe consisted of three groups: the first were the managers and technicians from CONAB(RN and Brasilia), totaling 15 subjects. The second group was of associations/cooperatives that participated in the programin 2010, totaling a sample in each access of 15 representatives. The third group of subjects totaled with 309 representatives of governmental and non-governmental organizations that received donations of food for the same period. Semi-structured interviews and forms were adopted as instruments of data collection.The data were processed qualitatively by the analysis of content (interviews and documents) and quantitatively by means of statistical tests that allowed inferences and adoption of frequencies. Among the key find ingests that the program is not standing as a structure supported by planning. The interests of the performers do not necessarily converge with the objectives of the Food Acquisition Program (PAA). A shockof goals was identified (within the same program) when comparingthe financial agent (Ministry of Rural Development and of Social Development and Fight Against Hunger Ministry r) and the executor, CONAB/RN. Within the assessed dimensions, the most fragileis the sub-managerial decision-making and Organizational Environment and internal assessment, still deserves attention the sizeof logistical and operational Subsystem, as this also proved weak.The focusin the quest toexpand thequantificationof the resultsof theFood Acquisition Program (PAA)by CONAB/RN does forget a quality management focused on what really should be:the compliance with the institutional objectives of the government program.Finally, the perspective for the traded implementation should be re-examined because excessive discretion by managers along with technical staff has characterized there al role of the Food Acquisition Program (PAA) as public policy. We conclude that the implementation model, which apparently aggregates values to the benefitted citizens, has weakened the context of work on family farms having the management model of the implementation process be reviewed by the Federal Government and point too ther paths, which have as a guide line the emancipation and developmentof the field or in the field andat the same time enables the reduction of nutritional deficiency of beneficiaries in a balanced and coherent way

A satisfação profissional e a cultura organizacional : uma análise a partir do modelo ASH no Centro Federal de Educação Tecnológica do Rio Grande do Norte

With the need of the companies in becoming more competitive within the market, it arises an incessant search for selective human potential, with a high level of capacity and low rotativity, which motivation results in production raise, quality optimization and waste reduction. This scenario requires a strategy development which advantages the Human Resources Quality Management. This way, the model of the Human System Audit (HSA), developed by the Spanish researchers Ouijano and Navarro, presents itself as an important tool to diagnosis and evaluation, contemplating the environment where the organization is inserted, its strategies, its organizational design, its processes and its organizational effectiveness. In this sense, the present study has identified the existent relation between the professional satisfaction and the Organizational Culture, based in the model HSA. The research has been a quantitative-descriptive one and has had as population the technical-administrative workers from the Federal Center of Technical Education of Rio Grande do Norte (CEFET RN). The data collection has occurred during May, 2008, by means of the application of a questionnaire in the HSA model. The sample was composed by 167 subjects, distributed among the Five units of the institution. It was used the factorial analysis, with the extraction method of main components and orthogonal rotation varimax, in order to extract the dimensions of the satisfaction and of the organizational culture and the calculation of Cronbach s Alpha coefficient, to evaluate the reliability of these dimensions. The factorial analysis of the satisfaction indicators has identified four factors,, all of them showing significance: gratefulness and relationship , self-realization , stability and security and physical conditions and social benefits . The result of the factorial analysis with the indicators of the organizational culture has extracted four factors and among them, three of them have obtained significance: Personal Satisfaction Style , Competitive-Denial-Power Style and the Conventional-Dependent Style . After identifying the dimensions of the satisfaction and culture found at CEFET-RN, it has been notice the existence or not of relation among them, through the application of Pearson s coefficient. It has been verified that all of the dimensions of the Professional satisfaction are correlated with some dimension of the organizational culture, having in outstand position, with higher intensity, the relation between the culture style of Personal Satisfaction and the satisfaction factor referring to the self-realization

Water quality and plankton populations in an earthen polyculture pond

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Atendimento Pré-hospitalar Móvel. Mapeando Riscos e Prevenindo Erros

The attention with safety of the patients is important in the quality of the nursing and health care. In the pre-hospital care, such care is essential on site with the purpose of avoiding possible consequences to the individual, ensuring a fast and appropriate care, with improvement of the morbidity and reduction of the mortality. This medical attention is equally associated with the significant risks of adverse events and serious mistakes, which can be reduced with the awareness of the professionals, organization and quality management. It is a descriptive, transversal research, of quantitative approach, with the objective of identifying the risks for the safety of the patient during the mobile pre-hospital care under the view of the nurses, in a city of the Brazilian Northeast. The sample was formed by 23 nurses. The inclusion criteria: to have at least two years of experience and accept to participate on the research. The data collection was done in two steps, first photo collection, through the adapted method of photographic analysis, and the second with the application of questionnaire, divide in two parts: socio-professional data and digital photo punctuation instrument of the patient s safety. The majority of the nurses had an average working time in the mobile pre-hospital care of six years and six months, in the age group of 38 to 53 years old (69,56%) and with Lato sensu specialization (73,91%), being (29,41%) emergency and (29,41%) in intensive care. The (74%) have the Advance Cardiac Life Support (ACLS) and (100%) have the Pre-Hospital Trauma Life Support (PHTLS); (91, 30%) know the thematic safety of the patient. On the pictures it was observed a bigger variability of the categories (risks) where 44% of variance emerged on the first picture of the research. The pictures 4 and 9 with the average below 5 were classified as very insecure, while pictures 7 and 3 with an average above 7, very secure. On the results of risks observed for the patient s safety in the mobile pre-hospital care five categories emerged: organization and packaging of the equipment and materials, routines and specificities in the mobile pre-hospital care, risks on the management of medications, for traumas and infections. Starting from the analysis of these risks, it was proposed ten steps for the safety in the mobile pre-hospital care: 1- Identify the patient; 2- Safety related to prevention of infection; 3- Safety in the management of medications; 4- Safety and standardization of the packaging of equipment and materials; 5- Attention to the specificities of the mobile pre-hospital care; 6- Incentive and value the participation of the patient and family; 7- Promote the communication with the central of regulation; 8- Prevention of traumas and falls; 9- Protect the skin from additional injuries; 10- Understand the benefit of all the equipment in the ambulance. The multiple risks and their emerged combinations on the research indicate a variety of actions to be developed and stimulated, like the use of steps for the patient s safety in the mobile pre-hospital care which contributes with the aid and management of risks, reduction of mistakes, disabilities and death

A influência da cultura organizacional na adoção de práticas de qualidade Seis Sigma: um estudo exploratório no segmento de farmácia de manipulação do Estado do Rio Grand do Norte

In recent debates about the issues of quality, the theme organizational culture and Six Sigma has appeared ever more frequently. In this context several authors suggest that the adoption of Six Sigma practices is influenced by culture. This work focuses on the relationship of organizational culture and quality to the practices of Six Sigma quality. Thus a descriptive-exploratory and correlational study of forty pharmacies of manipulation from Rio Grande do Norte was undertaken. Data collection identified features of companies and the level of use of the practices of Six Sigma quality that have been identified in the literature. For the Organizational Culture evaluation was used the Competitive Value Model (Cameron & Quinn, 1996), tested on north-American organizations and considered a high value academic and professional instrument. This model has been involved with the taximetrics created by Cameron who classifies quality culture in four levels. The results suggest that the Group and Developmental cultures are associated with higher levels of use of the practices of Six Sigma quality than the Rational and Hierarchical Cultures. Regarding the levels of the culture s quality, the highest levels were most frequently cited in Errors Prevention and Perpetual Improvement and Creativity, being the last one more positively related to the Six Sigma indicators

Importância do gerenciamento com base em dados estudo de caso : farmácias de manipulação do Estado do Rio Grande do Norte

Last century Six Sigma Strategy has been the focus of study for many scientists, between the discoveries we have the importance of data process for the free of error product manufactory. So, this work focuses on data quality importance in an enterprise. For this, a descriptive-exploratory study of seventeen pharmacies of manipulations from Rio Grande do Norte was undertaken with the objective to be able to create a base structure model to classify enterprises according to their data bases. Therefore, statistical methods such as cluster and discriminant analyses were used applied to a questionnaire built for this specific study. Data collection identified four group showing strong and weak characteristics for each group and that are differentiated from each other

Impactos da certificação ISO 9000 no desempenho estratégico :um estudo em empresas brasileiras do setor químico

This thesis deals with analyzing the contribution grade of the ISO 9000 quality system to the strategic performance of the Brazilian firms in the Chemistry sector, using the Balanced Scorecard system as reference. An exploratory research is developed to get technical information about these two management systems, with emphasis in their integration. After, a quantitative research is implemented using a questionnaire, to know and to obtain necessaries data for improving statistical estimations of the multiple relationships between the variables and the strategic performance for the universe of 352 Brazilians firms that make use of ISO 9000 as quality system. The size of the sample totalized 111 firms, which represent more than 31% of the selected universe. The main results show different visions of directors and managers about the significant variables that contribute for the strategic performance of the analyzed firms. The ISO 9000 system presents a big contribution to the strategic performance, when referred by the four perspectives of the Balanced Scorecard: learning and growth; internal process; customer and financial. Better performance was verified in the learning and growth perspective and reasonable performance was verified in the financial perspective

Gestão de satisfação e fidelidade do cliente na hotelaria :um estudo sobre os fatores que influenciam a satisfação e a fidelidade do turista internacional no Brasil

The objective of this thesis was studying the factors which contribute to customer s satisfaction and loyalty, focusing the Norwegian model of satisfaction and loyalty of the consumer, applied in the sector of hotel services in Natal/RN, Brazil. The theoretical research was led through the concepts of service quality, customer satisfaction and loyalty, models of quality management systems, national index of customer s satisfaction and methods which evaluate the customer s satisfaction. The field research was carried through from December 1st of 2004 to 24 st, among 381 international tourists who had been housed in the hotels of Natal. The analyses of the data had been made through the descriptive statistics and analysis of multiple regression. The results had evidenced that the main precedents variables of satisfaction had been: hotel s room, staff friendliness, hotel restaurant food and price paid; these are factors which explained, in 56,0% the variation of satisfaction with hotels. In relation to the constructs which had influenced the tourist s loyalty, were founds: tourist s satisfaction, hotel image and affective commitment, which had explained 53.0% of the data variability. The complaint management resulted as a basic factor for the tourist s satisfaction and loyalty

A gestão da qualidade nos cursos de graduação a distância da UFRN/SEDIS : a percepção dos discentes

This dissertation has as objective at analyzing the students' perception about the quality of graduate courses distance of the Federal University of Rio Grande do Norte, which was motivated by the following research problem: the perception that graduate students of the distance of the UFRN have on the quality of the undergraduate? To this end, we sought to gather evidence for a satisfactory approach that addresses the complexity of the subject studied: quality management, distance learning and quality in the Higher Education Institutions. We chose to adopt as a research method, case study on the procedure of the research, exploratory research-descriptive about the objective and quantitative research when tackling the problem. The object of the study were six graduate courses distance UFRN/SEDIS, having as target the students of the courses. The sample was calculated using the Stratified sampling on which 217 students, the courses surveyed were selected. The survey instrument consisted of 21 structured questions, of which seven questions designed to identify the profile of students, seven issues of perceptions (manifest variables) on quality management in distance learning, where students have given values (responses) for 24 statements (which address the central theme of this dissertation) composite based on a 5-point Likert s scale, and six questions about general characteristics that may interfere with students' perception about the quality. Was used as statistical method (data analysis), descriptive statistics and exploratory factor analysis. The results show the identification of four latent factors (obtained by exploratory factor analysis), namely: (1) infrastructure and management - polo presence, (2) teaching-learning processes, (3) communication tools and integration; (4) tutors. We also observed that aspects related to infrastructure and management at the pole face had the lowest score among the factors observed, requiring special attention by the education institution. On the other hand, teachers and teaching learning processes were the items with better performance in the perception of students. It is concluded that the perception of students in relation to quality in distance education courses, the median is trending positive perception, ie the perception of overall quality of the courses is not assertive and unison, but tends to positive perception. Thus, the results, it is expected that the managers of the institution to focus attention on critical points in order to minimize them (or eliminate them) and maximize the positive aspects that are perceived by the students

Egressos na avaliação da qualidade de um curso: o caso da Engenharia de Produção da UFRN

This thesis aims at analyzing the perspective of graduates perceived quality of an undergraduate course in order to contribute to continuous improvement. In order to achieve the proposed objectives, we performed a literature search, seeking together the work surrounding this issue, with the intent to update the concepts discussed today on the subject studied, they are: quality management, quality in higher education institutions and the system national assessment of higher education - Sinaes. The methodology is characterized as a case study, quantitative, and the object of study is composed of students who graduated from Production Engineering, Federal University of Rio Grande do Norte, which includes students who graduated from 2002 to 2010; data collection was done through the survey instrument, questionnaire, available online through SurveyMonkey interface, data analysis was done by means of descriptive statistics and multivariate analysis, including factor analysis. The proposed survey instrument consists of questions nineteen and twenty statements that address the central theme of this dissertation. The results show the identification of four latent factors (obtained by exploratory factor analysis), through two perspectives, the analysis of perception and importance, the results were similar in terms of the variable factors. The first factor was related to the support given to students, a factor known to support two extra class, the third factor related aspects of the library, and finalizing the evaluation and approached a factor of 4 facilities. Through research it was concluded that this study presents several points to be improved by the management team, and recommended to continue to evaluate the perceptions of graduates, seeking continuous improvement in service delivery by the university