Sistema de gestão da qualidade e a sua implantação
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2005-11-24
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The objective of this research is to identify the weaknesses and strengths that are important during the process of implementation of a Total Quality Management System. A set of criteria, associated from the information system to the organizational culture and management, is established. This set can suggest some changes in the process and it also bases the proposition of a protocol for implementation of quality systems. Initially, a guide is built with tendencies and points identified in a revision of literature. These points are important for the success of the implementation of a quality system. The guide has conducted the field research. Case Study Methodology is adopted. Based on it, the process of the implementation of a Total Quality Management System is followed and the main reasons of the success and failure in this process are analyzed. The revision and improvement of the guide is promoted through collected data by tools of research and also through system documentation. Finally, at the end of the research the proposition of a guide, which can be a map to the success in a process of implementation of a Total Quality Management System, is obtained.