Aplicação de ferramentas da qualidade para a implantação de um Sistema de Gestão da Qualidade: estudo de caso no IFAL
DOI:
https://doi.org/10.17648/diversitas-journal-v6i2-1385Abstract
ABSTRACT: Globalization and technological advances in recent years have brought changes in all areas and sectors. With these changes, the search for quality has been one of the great challenges and also a source of great opportunities for public organizations, which were previously seen as not very productive and plastered. In this scenario, quality management becomes an alternative for these organizations to improve their processes, through the use of quality tools. In this perspective, the main objective of the study was to propose the application of tools that support the implementation of a Quality Management System in the IFAL Administration Coordination - Campus Rio Largo. The research is of an applied nature, whose level of depth is an exploratory and descriptive research. It was carried out on the spot, based on a case study. The data collection techniques used were semi-structured interviews, direct observation and document analysis. The quality tools used were: documentary research, Brainstorming, verification sheet, flow chart, Ishikawa diagram, and 5W1H. As a result, it was possible to expand the knowledge of the institutional context studied and elaborate the mapping of processes through the flowchart, which made it possible to give more clarity to employees and allowed a detailed view of the service procedures and existing problems. In addition, a checklist was made to record the average time of execution of the services and the Ishikawa diagram was constructed, which allowed a better visualization of the causes and possible effects of the listed problems, allowing the construction of a action to make the vision more efficient and strategic of the procedures to be followed. Thus, it is evident that quality management and its tools have proved to be useful, allowing for better quality in the processes of the sector under analysis.
KEYWORDS: Quality Management, Quality Tools, Quality Management in the Public Sector.
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Copyright (c) 2021 Ricardo Luís Alves de Oliveira Ribeiro, Dartagnan Ferreira de Macêdo, Diego da Guia Santos
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