Implantação da ISO 9001:2008: estudo de caso em empresado setor de construção civil

• Autor(a) principal: Sant'Ana Filho, Luiz Carlos [UNESP]
• Data de Publicação: 2013
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UNESP
• Texto Completo: http://hdl.handle.net/11449/120948
• topic: Construção civil; ISO 9000; Garantia de qualidade; Produção enxuta; Satisfação do consumidor; Gestão da qualidade total; Controle de qualidade; Quality assurance

In Brazil , the construction industry is on an upward trend, mainly by the housing shortage , and yet there are few builders that take a Quality Management System ( QMS ) to improve the quality of its services and processes . The ISO 9001 standards are guidelines for an effective QMS and this certificate is recognized worldwide as a seal of quality standard. This paper will describe and analyze the implementation of a QMS in a small construction company of Guaratinguetá - SP, identifying best practices and major difficulties , besides proposing preparatory recommendations for other companies that seek the ISO 9000 certification. Access to company’s data made the nonconformities and the customer satisfaction research analysis possible, and a questionnaire and unstructured interviews allowed a deeper understanding of the situation. Despite this ISO 9000 QMS not being fully implemented, the company has already conquered some improvements in document control, project planning, process traceability and established focus on customer