Ferramentas e técnicas aplicadas à qualidade modelo para avaliação do nível de maturidade do sistema de gestão implementado para implantação de programa de excelência operacional

Abstract

Many industries only realize the problems in their processes when they find problems caused by failures in the quality of its products sold in the market. The changes in the external environment and the aggressive competition globally, has contributed substantially to companies take awareness of the need to implement a mature quality management that does not meet only the requirements of a standard specifications or customer’s requirements, and effectively transform this process in an opportunity for improvement for the control of industrial processes. Therefore, the primary question is how we measure the level of maturity of the quality management system implemented by an organization, and which tools and basic techniques must be implemented to establish control and mature the organization in terms of management assurance quality that seeks the operational excellence. This study aimed to find appropriate tools and techniques for industries to monitor and ensure the quality of products and processes in organizations. Taking as a model a case study for assessing the level of maturity that was applied to a local company with business units located in other countries, applying a questionnaire to assess the level of maturity of the quality management program implemented through the development of an array of tools and techniques necessary to ensure the maturity of the quality system and, from this point, formulate a model of implementing an improvement program that can be used in order to establish an operational excellence program.