Análise do nível de maturidade do sistema de gestão da qualidade de uma indústria de implementos rodoviários do norte do Paraná

Abstract

Considering the current scenario of constant changes, it is important to know how an organization's Quality Management System (QMS) is structured so that it can be compared to its competitors. Maturity Models help to analyze the current stage of the organization according to identified criterias and best practices. Thus, this study aims to identify and assess the current maturity level of the Quality Management System of a road implements industry. The model applied was selected after the bibliographic study, then the preparation for the analysis was done, the application of the tool and data collection through the proposed questionnaire occurred, and finally, the analyzes and opportunities were presented. The results identified the general maturity level of the company's QMS, as well as the levels per study axis: management; monitoring and measurement; organizational learning; costs; and customers and suppliers. Critical points for each axis were identified and improvements were proposed, suggesting quality tools as support. The main improvements proposed were: to expand performance indicators focused on customer satisfaction; apply concepts of strategic integration; develop a culture of learning and sharing based on continuous improvement; effectively involve managers and senior management in the application of tools at both tactical and strategic levels; develop strategic indicators to monitor quality costs; increase the amount of tests, inspections, audits and expand the application of statistical process control techniques.