QUALIDADE EM LABORATÓRIOS DE ENSAIO E CALIBRAÇÃO: FATORES CRÍTICOS E PROPOSTA DE AÇÕES PARA A IMPLEMENTAÇÃO DO SISTEMA DE GESTÃO

• Ano de defesa: 2011
• Autor(a) principal: Santos, Lucia Lima dos
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: Sistema de Gestão; Qualidade; Laboratórios; Fatores Críticos; Management System; Quality; Laboratory; Critical Factors; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/17402

The demand for services of testing and calibration laboratories accredited or at least that they have management system based on standard ABNT NBR ISO/IEC 17025, as one of the quality criteria of services, led to an increase in number of laboratories that implant management systems based on this standard. However, the successful implantation of quality management system does not guarantee adequate performance over time, especially when includes multiple laboratories. This dissertation has as objective to propose actions to reduce the possibility of occurrences that may compromise the performance of quality management system. For this purpose, a field survey was conducted with quality managers from 38 (thirty-eight) organizations that have unified quality management system, which includes several laboratories. The result of survey allowed to identify the critical factors to the maintenance of the suitability and effectiveness of quality management system over time and indicated that the implementation of the unified management system requires a comprehensive work with attention to several critical factors. The proposal of actions, base on literature review and information obtained from field research, provides grants for a proactive role of those responsible for implementing the management system.