Motivation and Benefits of Implementation and Certification according ISO 9001 – the Portuguese Experience

The aim of the research is to analyze the different aspects associated with the motivation and benefits of certified ISO 9001 companies in Portugal. A total of 426 certified Portuguese companies were surveyed. The response rate was equal to 61.03 percent. Our results suggest that the main motivation for certification were “improvement of quality”, “improvement of company image”, “marketing advantage”, “give empowerment to workers / capturing workers knowledge” and “cost reduction”. The main benefits that Portuguese companies have gained from the referred certification have been, among others, the improvement of “procedures”, beneficial effect on the “company’s image”, the improvement of quality products/services, increase of the “customer satisfaction”, improvement of “on-time delivery”; improvement the “morale” of workers’ increase in productivity and decrease of “production costs”, among others. The surveyed firms belong only to the Minho region of the north of Portugal. This paper aims to provide a contribution to the research related to the motivation and benefits associated to the quality management systems. The selection of the motives and benefits were validated through statistical analysis and the relationship between expected and perceived benefits was discussed.

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.

Implementing and certifying ISO 14001 in Portugal: motives, difficulties and benefits after ISO 9001 certification

The purpose of this study is to characterise the environmental management systems (EMS) certification process (International Organization for Standardization (ISO) 14001) in Portuguese small and medium enterprises (SMEs) following quality management system (QMS) certification (ISO 9001). The study is based on a sample from Portuguese SMEs which characterise the local reality in terms of companies certified in accordance with ISO 14001 after ISO 9001 certification. Some Portuguese SMEs have the EMS implemented but not certified, mainly given the lack of investment support and because it is considered merely a form of marketing. As such, they do not feel motivated to certificate an EMS in the company since they consider that it is a form of advertising and not a way to protect the environment. Nonetheless, it is already evident form other Portuguese SMEs that gained EMS certification that gains supersede marketing benefits and allow for evermore enduring benefits such as prevention of environmental risks, environment protection, improved company image, compliance with legislation and efficient use of natural resources. This paper also presented the main difficulties in achieving an EMS certification, including high certification costs, human resources, motivation issues and difficulties in changing the company’s culture.

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.

Gestão da Qualidade em Alojamentos de Turismo no Espaço Rural

O objectivo desta investigação foi analisar a gestão da qualidade em alojamentos de Turismo no Espaço Rural: compromisso, responsabilidade, existência dum sistema de gestão da qualidade, recursos humanos, re¬cursos materiais, conhecimento da opinião do cliente, segurança no trabalho e meio¬ambiente, controlo da informação. Os resultados desta investigação podem ajudar os gestores a melhorar a qualidade do serviço dos seus alojamentos no espaço rural.

Toxicological Assessment of Coated versus Uncoated Rubber Granulates Obtained from Used Tires for Use in Sport Facilities

Reuse of tire crumb in sport facilities is currently a very cost-effective waste management measure. Considering that incorporation of the waste materials in artificial turf would be facilitated if the rubber materials were already colored green, coatings were specifically developed for this purpose. This paper presents an experimental toxicological and environmental assessment aimed at comparing the obtained emissions to the environment in terms of polycyclic aromatic hydrocarbons (PAHs), heavy metals, and ecotoxicity for coated and noncoated rubber granulates. This study is a comprehensive evaluation of the major potential critical factors related with the release of all of these classes of pollutants because previous studies were not systematically performed. It was concluded that between the two types of coatings tested, one is particularly effective in reducing emissions to the environment, simultaneously meeting the requirements of adherence and color stability.

Formaldeído em habitações domésticas: contaminação ambiental e potenciais fontes

Do ponto de vista das preocupações de saúde, os níveis de contaminação do ar interior assumem actualmente uma elevada importância quando se tem em consideração que as pessoas passam a maior parte do seu tempo no interior de edifícios. Neste contexto, o formaldeído é um dos poluentes mais preocupantes e, inclusivamente, os resultados de concentração obtidos em habitações do espaço Europeu foram considerados preocupantes devido ao facto de estarem relacionados com efeitos negativos para a saúde. O estudo exploratório desenvolvido pretendeu disponibilizar informação acerca das concentrações de formaldeído existentes em habitações domésticas portuguesas. Estudou‑se a presença de formaldeído em habitações novas e habitações domésticas com ocupação, abrangendo 6 unidades de cada um dos tipos considerados. Para a avaliação ambiental foi utilizado um equipamento de leitura direta que deteta as concentrações de formaldeído por fotoionização com uma lâmpada de 11,7 eV. A temperatura ambiente e a humidade relativa foram igualmente medidas, de acordo com o estipulado na Norma Internacional ISO 7726:1998. No caso das habitações novas foram registados valores de concentração superiores a 0,08 ppm em 3 das unidades estudadas. Por outro lado, em 4 das habitações com ocupação foram obtidos valores superiores a 0,08 ppm. O desenvolvimento deste estudo permitiu reconhecer algumas das possíveis fontes emissoras e os factores que influenciam as concentrações de formaldeído nas habitações em Portugal. ABSTRACT - Nowadays, indoor air contamination is considering an important health issue considering that people spend most of their time indoors. In this context, formaldehyde is a pollutant of major concern and, recently, concentration results obtained in European dwellings reveal high concentrations and values related with negative health effects in occupants. The present exploratory study sought to provide information about formaldehyde concentrations in Portuguese dwellings. It was studied formaldehyde presence in new dwellings and dwellings with occupation and included 6 units of each setting. For concentrations measure, it was used a direct‑reading equipment that detects formaldehyde concentration by photoionization. Temperature and relative humidity were also measured in accordance with International Standard ISO 7726:1998. In the case of new dwellings, in 3 units concentration values were higher than 0.08 ppm. In addition, in 4 units of the 6 dwellings with occupation, concentrations higher than this reference value were obtained. The development of this study permitted to recognize some of the possible indoors emissions sources and to define several of the preventive measures that can be applied.

Lichens as biomonitors at indoor environments of primary schools

A biomonitoring study, using transplanted lichens Flavoparmelia caperata, was conducted to assess the indoor air quality in primary schools in urban (Lisbon) and rural (Ponte de Sor) Portuguese sites. The lichens exposure period occurred between April and June 2010 and two types of environments of the primary schools were studied: classrooms and outdoor/courtyard. Afterwards, the lichen samples were processed and analyzed by instrumental neutron activation analysis (INAA) to assess a total of 20 chemical elements. Accumulated elements in the exposed lichens were assessed and enrichment factors (EF) were determined. Indoor and outdoor biomonitoring results were compared to evaluate how biomonitors (as lichens) react at indoor environments and to assess the type of pollutants that are prevalent in those environments.

Indoor school environment: easy and low cost to assess inorganic pollutants

Total particulate matter (TPM) was passively collected inside two classrooms of each of five elementary schools in Lisbon, Portugal. TPM was collected in polycarbonate filters with a 47 mm diameter, placed inside of uncovered plastic petri dishes. The sampling period was from 19 May to 22 June 2009 (35 days exposure) and the collected TPM masses varied between 0.2 mg and 0.8 mg. The major elements were Ca, Fe, Na, K, and Zn at μg level, while others were at ng level. Pearson′s correlation coefficients above 0.75 (a high degree of correlation) were found between several elements. Soil-related, traffic soil re-suspension and anthropogenic emission sources could be identified. Blackboard chalk was also identified through Ca large presence. Some of the determined chemical elements are potential carcinogenic. Quality control of the results showed good agreement as confirmed by the application of u-score test.

Fungi, bacteria and pollens seasonally quantified at 3 basic schools in Lisbon: evaluation of ventilation need

Nowadays, most individuals spend about 80% of their time indoor and, consequently, the exposure to the indoor environment becomes more relevant than to the outdoor one. Children spend most of their time at home and at school and evaluations of their indoor environment are important for the time-weighted exposure. Due to their airways still in development, children are a sensitive group with higher risk than adults. Larger impact in health and educational performance of children demand indoor air quality studies of schools. The aim of this study was to assess the children exposure to bioaerosols. A methodology based upon passive sampling was applied to evaluate fungi, bacteria and pollens; its procedures and applicability was optimized. An indoor air study by passive sampling represents an easier and cheaper method when comparing with the use of automatic active samplers. Furthermore, it is possible to achieve important quality information without interfering in the classroom activities. The study was conducted in three schools, representative of different environments in the Lisbon urban area, at three different periods of the year to obtain a seasonal variation, to estimate the variability through the city and to understand the underneath causes. Fungi and bacteria were collected indoor and outdoor of the classrooms to determine the indoor/outdoor ratios and to assess the level of outdoor contamination upon the indoor environment. The children's exposure to pollen grains inside the classrooms was also assessed.

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.

Modelação da contribuição do tráfego automóvel para a qualidade do ar em zona industrial

A preocupação sobre a qualidade do ar nas zonas industriais confere aos estudos sobre a qualidade do ar uma importância acrescida. Este trabalho teve como objectivo saber qual a contribuição dos principais poluentes provenientes do tráfego automóvel para a qualidade do ar na zona do parque industrial da Sapec, da Península da Mitrena, concelho de Setúbal, recorrendo ao modelo meteorológico e de qualidade do ar, TAPM (The Air Pollution Model). Neste trabalho analisaram-se dados da estação de monitorização da qualidade do ar, mais próxima da zona de estudo (Subestação) por forma a caracterizar-se a zona em causa, a nível meteorológico e da qualidade do ar. Os dados metereológico desta estação também foram utilizados com o objectivo de se validar os resultados meteorológicos obtidos pelo modelo. Na avaliação da contribuição do tráfego para a qualidade do ar, recorreu-se a um estudo de tráfego realizado pela Estradas de Portugal (EP) em 2004. Este estudo realizou a contagem dos veículos que se dirigiram ao parque industrial nos dias 14 e 15 de Dezembro, num período de 24 horas. A partir dessa contagem e de factores de emissão foi possível determinar a contribuição, de cada classe de veículo, para as concentrações atmosféricas de PM10 (resultantes de processos de combustão e ressuspensão), NOx, CO e HC. A comparação entre os dados meteorológicos simulados e medidos mostram que o modelo teve um bom comportamento, isto é, as discrepâncias entre os valores simulados e medidos foram mínimas. Relativamente à contribuição de cada categoria de veículos para a qualidade do ar, verificou-se que a classe de pesados de mercadorias foi aquela que mais contribui para as emissões de PM10, NOx e HC, enquanto que para as emissões de CO foram os veículos ligeiros de passageiros que tiveram uma maior contribuição. As classes dos motociclos e ciclomotores foram aquelas que tiveram uma menor contribuição para as concentrações atmosféricas de poluentes. Comparando as emissões de PM10 provenientes dos processos de combustão e de ressuspensão conclui-se que a maior percentagem provem da ressuspensão.

Síndroma dos edifícios doentes: estudo da qualidade do ar interior e despiste da eventual existência de SED entre a população do edifício “E” de um estabelecimento de ensino superior

Mestrado em Segurança e Higiene no Trabalho.

The role of discriminant analysis in the refinement of customer satisfaction assessment

OBJECTIVE: To test discriminant analysis as a method of turning the information of a routine customer satisfaction survey (CSS) into a more accurate decision-making tool. METHODS: A 7-question, 10-multiple choice, self-applied questionnaire was used to study a sample of patients seen in two outpatient care units in Valparaíso, Chile, one of primary care (n=100) and the other of secondary care (n=249). Two cutting points were considered in the dependent variable (final satisfaction score): satisfied versus unsatisfied, and very satisfied versus all others. Results were compared with empirical measures (proportion of satisfied individuals, proportion of unsatisfied individuals and size of the median). RESULTS: The response rate was very high, over 97.0% in both units. A new variable, medical attention, was revealed, as explaining satisfaction at the primary care unit. The proportion of the total variability explained by the model was very high (over 99.4%) in both units, when comparing satisfied with unsatisfied customers. In the analysis of very satisfied versus all other customers, significant relationship was identified only in the case of the primary care unit, which explained a small proportion of the variability (41.9%). CONCLUSIONS: Discriminant analysis identified relationships not revealed by the previous analysis. It provided information about the proportion of the variability explained by the model. It identified non-significant relationships suggested by empirical analysis (e.g. the case of the relation very satisfied versus others in the secondary care unit). It measured the contribution of each independent variable to the explanation of the variation of the dependent one.