Adequação de um sistema de gestão da qualidade à norma ISO/IEC 17025:2017 em um laboratório de ensaios de emissões atmosféricas: estudo de caso

Abstract

Quality is a broad concept that involves not only the intrinsic characteristics of a product or service but also the needs and expectations of customers or market. Standardization or adoption of international technical standards is a way of unifying the products or services offered by a company, thus facilitating the commercialization and even the expansion of the market. These standardizations have evolved along with industrialization and have been increasingly comprehensive with regard to their application. A good example is ISO / IEC 17025 which regulates the competence of testing and calibration laboratories, standardizing the minimum requirements so that the evaluations are reliable and widely accepted. With the launch of the 2017 version of ABNT NBR ISO / IEC 17025 all companies and laboratories accredited, or accredited applicants will be led to update their quality management system. A case study was carried out in the city of Pato Branco, Paraná, Brazil, in which a participatory observation and document analysis was carried out with the purpose of proposing an action plan for the ISO / IEC 17025: 2017 using quality methods and tools in the routine procedures of the company, as well as in the processes of critical analysis and evaluation of the quality management system. As results were obtained an action plan based on the methodology 5W2H, some topics that could be applied to the PDCA method, as well as the specification of the use of quality tools during the work processes of the company and more specifically the laboratory in question. The question of formulating indicators for the evaluation of the management system. From the observation made during the study period it is clear the need of the participation of the top management or company management in the process of evaluation of the system as a whole and mainly in the metrics generated by indicators so that the quality management system has consistency.