Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade
Autor(a) principal: | |
---|---|
Data de Publicação: | 2019 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Institucional da UFSCAR |
Texto Completo: | https://repositorio.ufscar.br/handle/ufscar/11623 |
Resumo: | The Quality Management System (QMS), when efficient, is an important mean for controlling and help to achieve the company goals. To make the QMS efficient, there must be a way to measure, correct and improve the QMS. That can be done by using a set of performance indicators. The use of these indicators can help the correct direction of managers in the decision-making process. There are several studies and discussions about performance indicators with the objective of measuring the quality of products and processes. However, the use of performance indicators to measure the performance of quality management systems is a subject with few literature researches. By using such indicators, QMS can provide the necessary support for the organization processes to achieve planned quality, as it would be identifying and correcting problems by monitoring and improving their own performance. Thus, the purpose of this dissertation is the proposition of a set of performance indicators to measure performance and give the necessary support to the management of the organization QMS. Thus, the input criteria used were the quality management constructs, considered as variables used to measure quality performance. For the development of this research, a unique case study, with exploratory nature due to lack of research about the subject, was conducted in a multinational organization of the chemical sector. Interviews were conducted based on a checklist of support for data collection. The result of this study was the identification of 45 performance indicators divided into 11 groups organized based on the constructs, with the objective of measuring the performance of the QMS related to factors such as rate of utilization and expenses with the team, capacity level, development and motivation team, effectiveness of implemented action plans, discipline and compliance with defined activity deadlines, projects and audits, achievement of the goals agreed with the organization senior management, as well as the commitment level of QMS senior management regarding the team's own issues. |
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Collette, Paulo HeitorMartins, Roberto Antoniohttp://lattes.cnpq.br/3518820028045730http://lattes.cnpq.br/51621381827020247e4c876b-6df8-43ff-9967-9b24bcda666a2019-08-06T19:25:00Z2019-08-06T19:25:00Z2019-05-06COLLETTE, Paulo Heitor. Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade. 2019. Dissertação (Mestrado em Engenharia de Produção) – Universidade Federal de São Carlos, São Carlos, 2019. Disponível em: https://repositorio.ufscar.br/handle/ufscar/11623.https://repositorio.ufscar.br/handle/ufscar/11623The Quality Management System (QMS), when efficient, is an important mean for controlling and help to achieve the company goals. To make the QMS efficient, there must be a way to measure, correct and improve the QMS. That can be done by using a set of performance indicators. The use of these indicators can help the correct direction of managers in the decision-making process. There are several studies and discussions about performance indicators with the objective of measuring the quality of products and processes. However, the use of performance indicators to measure the performance of quality management systems is a subject with few literature researches. By using such indicators, QMS can provide the necessary support for the organization processes to achieve planned quality, as it would be identifying and correcting problems by monitoring and improving their own performance. Thus, the purpose of this dissertation is the proposition of a set of performance indicators to measure performance and give the necessary support to the management of the organization QMS. Thus, the input criteria used were the quality management constructs, considered as variables used to measure quality performance. For the development of this research, a unique case study, with exploratory nature due to lack of research about the subject, was conducted in a multinational organization of the chemical sector. Interviews were conducted based on a checklist of support for data collection. The result of this study was the identification of 45 performance indicators divided into 11 groups organized based on the constructs, with the objective of measuring the performance of the QMS related to factors such as rate of utilization and expenses with the team, capacity level, development and motivation team, effectiveness of implemented action plans, discipline and compliance with defined activity deadlines, projects and audits, achievement of the goals agreed with the organization senior management, as well as the commitment level of QMS senior management regarding the team's own issues.O Sistema de Gestão da Qualidade (SGQ), quando eficiente, é um meio importante para controlar e ajudar alcançar as metas nas empresas. Para torna-lo eficiente, é necessário ter uma forma de medí-lo, corrigí-lo e melhorá-lo. Isso pode ser feito com o uso de um conjunto de indicadores de desempenho que pode ajudar o direcionamento correto dos gestores no processo de tomada de decisão. Existem vários estudos e discussões sobre indicadores de desempenho com o objetivo de medir a qualidade dos produtos e processos. Entretanto, o uso de indicadores de desempenho para medir o desempenho dos sistemas de gestão da qualidade é uma temática ainda pouco explorada na literatura pesquisada. Com o uso de tais indicadores, o SGQ poderá oferecer o suporte necessário aos processos das organizações para atingir a qualidade planejada, uma vez que estaria identificando e corrigindo problemas, mediante o monitoramento e a melhoria do próprio desempenho. Assim, o objetivo desta dissertação é a proposição de um conjunto de indicadores de desempenho para medir o desempenho e dar o suporte necessário ao gerenciamento do SGQ das organizações. Assim, os critérios de entrada utilizados foram os constructos de gestão da qualidade, considerados como variáveis utilizadas para medir o desempenho da qualidade. Para o desenvolvimento desta pesquisa, um estudo de caso único, de natureza exploratória devido a inexistência de pesquisas sobre o assunto, foi conduzido em uma organização multinacional do setor químico, na qual foram realizadas as entrevistas baseadas em um checklist de suporte para coleta de dados. O resultado obtido com esse estudo, foi a identificação de 45 indicadores de desempenho, dividido em 11 grupos organizados com base nos constructos, com objetivo de medir o desempenho do próprio SGQ, relacionados a fatores como, taxa de utilização e gastos com a equipe em relação as atividades realizadas, nível de capacitação, desenvolvimento e motivação da equipe, eficácia dos planos de ações elaborados, disciplina e cumprimento com prazos definidos para atividades, projetos e auditorias, atendimento das metas acordados com a alta administração da organização, além do nivel de comprometimento da alta administração do SGQ em relação aos assuntos da própria equipe.Não recebi financiamentoporUniversidade Federal de São CarlosCâmpus São CarlosPrograma de Pós-Graduação em Engenharia de Produção - PPGEPUFSCarGestão da qualidadeSistema de Gestão da QualidadeMedição de desempenhoIndicadores de desempenhoQuality managementQuality Management SystemPerformance measurementPerformance indicatorsENGENHARIAS::ENGENHARIA DE PRODUCAO::GERENCIA DE PRODUCAOENGENHARIAS::ENGENHARIA DE PRODUCAOProposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidadeProposal of a set of indicators to measure the performance of a quality management systeminfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisOnline600600cb37ae3b-d3f3-420e-a9bf-9619f56beb59info:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFSCARinstname:Universidade Federal de São Carlos (UFSCAR)instacron:UFSCARORIGINALDissertação - Paulo Collette_ jun2019.pdfDissertação - Paulo Collette_ jun2019.pdfDissertaçãoapplication/pdf6290333https://repositorio.ufscar.br/bitstream/ufscar/11623/1/Dissertac%cc%a7a%cc%83o%20-%20Paulo%20Collette_%20jun2019.pdf5ade25b80ff6d0eff31754e4fcac8b2bMD51LICENSElicense.txtlicense.txttext/plain; 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dc.title.por.fl_str_mv |
Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade |
dc.title.alternative.eng.fl_str_mv |
Proposal of a set of indicators to measure the performance of a quality management system |
title |
Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade |
spellingShingle |
Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade Collette, Paulo Heitor Gestão da qualidade Sistema de Gestão da Qualidade Medição de desempenho Indicadores de desempenho Quality management Quality Management System Performance measurement Performance indicators ENGENHARIAS::ENGENHARIA DE PRODUCAO::GERENCIA DE PRODUCAO ENGENHARIAS::ENGENHARIA DE PRODUCAO |
title_short |
Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade |
title_full |
Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade |
title_fullStr |
Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade |
title_full_unstemmed |
Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade |
title_sort |
Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade |
author |
Collette, Paulo Heitor |
author_facet |
Collette, Paulo Heitor |
author_role |
author |
dc.contributor.authorlattes.por.fl_str_mv |
http://lattes.cnpq.br/5162138182702024 |
dc.contributor.author.fl_str_mv |
Collette, Paulo Heitor |
dc.contributor.advisor1.fl_str_mv |
Martins, Roberto Antonio |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/3518820028045730 |
dc.contributor.authorID.fl_str_mv |
7e4c876b-6df8-43ff-9967-9b24bcda666a |
contributor_str_mv |
Martins, Roberto Antonio |
dc.subject.por.fl_str_mv |
Gestão da qualidade Sistema de Gestão da Qualidade Medição de desempenho Indicadores de desempenho |
topic |
Gestão da qualidade Sistema de Gestão da Qualidade Medição de desempenho Indicadores de desempenho Quality management Quality Management System Performance measurement Performance indicators ENGENHARIAS::ENGENHARIA DE PRODUCAO::GERENCIA DE PRODUCAO ENGENHARIAS::ENGENHARIA DE PRODUCAO |
dc.subject.eng.fl_str_mv |
Quality management Quality Management System Performance measurement Performance indicators |
dc.subject.cnpq.fl_str_mv |
ENGENHARIAS::ENGENHARIA DE PRODUCAO::GERENCIA DE PRODUCAO ENGENHARIAS::ENGENHARIA DE PRODUCAO |
description |
The Quality Management System (QMS), when efficient, is an important mean for controlling and help to achieve the company goals. To make the QMS efficient, there must be a way to measure, correct and improve the QMS. That can be done by using a set of performance indicators. The use of these indicators can help the correct direction of managers in the decision-making process. There are several studies and discussions about performance indicators with the objective of measuring the quality of products and processes. However, the use of performance indicators to measure the performance of quality management systems is a subject with few literature researches. By using such indicators, QMS can provide the necessary support for the organization processes to achieve planned quality, as it would be identifying and correcting problems by monitoring and improving their own performance. Thus, the purpose of this dissertation is the proposition of a set of performance indicators to measure performance and give the necessary support to the management of the organization QMS. Thus, the input criteria used were the quality management constructs, considered as variables used to measure quality performance. For the development of this research, a unique case study, with exploratory nature due to lack of research about the subject, was conducted in a multinational organization of the chemical sector. Interviews were conducted based on a checklist of support for data collection. The result of this study was the identification of 45 performance indicators divided into 11 groups organized based on the constructs, with the objective of measuring the performance of the QMS related to factors such as rate of utilization and expenses with the team, capacity level, development and motivation team, effectiveness of implemented action plans, discipline and compliance with defined activity deadlines, projects and audits, achievement of the goals agreed with the organization senior management, as well as the commitment level of QMS senior management regarding the team's own issues. |
publishDate |
2019 |
dc.date.accessioned.fl_str_mv |
2019-08-06T19:25:00Z |
dc.date.available.fl_str_mv |
2019-08-06T19:25:00Z |
dc.date.issued.fl_str_mv |
2019-05-06 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.citation.fl_str_mv |
COLLETTE, Paulo Heitor. Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade. 2019. Dissertação (Mestrado em Engenharia de Produção) – Universidade Federal de São Carlos, São Carlos, 2019. Disponível em: https://repositorio.ufscar.br/handle/ufscar/11623. |
dc.identifier.uri.fl_str_mv |
https://repositorio.ufscar.br/handle/ufscar/11623 |
identifier_str_mv |
COLLETTE, Paulo Heitor. Proposta de um conjunto de indicadores para medir o desempenho de um sistema de gestão da qualidade. 2019. Dissertação (Mestrado em Engenharia de Produção) – Universidade Federal de São Carlos, São Carlos, 2019. Disponível em: https://repositorio.ufscar.br/handle/ufscar/11623. |
url |
https://repositorio.ufscar.br/handle/ufscar/11623 |
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openAccess |
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Universidade Federal de São Carlos Câmpus São Carlos |
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Programa de Pós-Graduação em Engenharia de Produção - PPGEP |
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UFSCar |
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Universidade Federal de São Carlos Câmpus São Carlos |
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