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Abstract(s)
A certificação deixou de ser “apenas” uma vantagem competitiva para passar a ser um critério seleccionador de empresas diferenciando-as das concorrentes. O conceito de melhoria contínua subjacente à norma ISO 9001 transmite para o mercado a imagem de empresas capazes de satisfazer e superar as exigências dos clientes, direccionando todos os colaboradores para esse objectivo comum.
O sector dos Transportes aderiu em força a esta inovação mostrando interesse em melhorar a qualidade do serviço prestado e dos processos.
O objectivo deste estudo é contribuir para a avaliação da implementação do Sistema de Gestão da Qualidade (SGQ) ISO 9001:2008 numa empresa de Transportes rodoviários de mercadorias porta a porta (TRMPP) – também designado por Transporte Fraccionado de Mercadorias. Elaborou-se um questionário a clientes construindo-se os indicadores de forma a identificar pontos fortes e pontos fracos no sentido da melhoria contínua da qualidade. Destacam-se a competitividade relativamente às devoluções, grau de satisfação relativamente à competitividade geral, classificação do serviço prestado pelos motoristas/ ajudantes.
Conclui-se que a principal razão que levou a empresa a implementar o SGQ foi a necessidade de responder a alguns requisitos nomeadamente concursos públicos onde implicitamente existem indicadores de satisfação dos clientes e outros de melhoria da qualidade do produto/serviço. Durante o processo de implementação do SGQ, surgiram dificuldades relacionadas essencialmente com o tempo necessário para tratar de burocracias e com os custos da Qualidade. Concluiu-se ainda que a Gestão de topo, os Directores e os Chefes de Secção, são os principais responsáveis pela detecção e correcção de não conformidades, bem como a empresa que implementou novos métodos de motivação dos colaboradores, destacando a formação e a comunicação.
The certification is no longer "just" a competitive advantage and became a criterion to select companies differentiating them from competitors. The underlying concept of continuous improvement to ISO 9001 transmits to the market the image of companies able to meet and exceed customer requirements, directing all employees for this common goal. The transportation sector embraced this innovation showing interest in improving the quality of services and processes. The goal of this study is to contribute to the evaluation of the implementation of Quality Management System (QMS) ISO 9001:2008 on a door-to-door road goods transportation company – also known as “Fractional Goods Transportation”. We developed a questionnaire to customers based on indicators that would allow identifying strengths and weaknesses towards continuous quality improvement. Some indicators that stand out are compettiveness regarding returns, degree of satisfaction with the overall compettiveness and rating of the service provided by the drivers / helpers. In conclusion, the main reason that led the company to implement the QMS was the need to meet certain requirements, namely public procurements where implicitly there are indicators of customer satisfaction and others related to quality improvement of the product / service. During the implementation process of the QMS there were some difficulties primarily related to the time needed to deal with bureaucracies and the cost of Quality. It was also concluded that the Top Management, Directors and Heads of Section are the main responsible for detecting and correcting non-conformities, as well as the company who implemented new methods to motivate employees, emphasizing training and communication.
The certification is no longer "just" a competitive advantage and became a criterion to select companies differentiating them from competitors. The underlying concept of continuous improvement to ISO 9001 transmits to the market the image of companies able to meet and exceed customer requirements, directing all employees for this common goal. The transportation sector embraced this innovation showing interest in improving the quality of services and processes. The goal of this study is to contribute to the evaluation of the implementation of Quality Management System (QMS) ISO 9001:2008 on a door-to-door road goods transportation company – also known as “Fractional Goods Transportation”. We developed a questionnaire to customers based on indicators that would allow identifying strengths and weaknesses towards continuous quality improvement. Some indicators that stand out are compettiveness regarding returns, degree of satisfaction with the overall compettiveness and rating of the service provided by the drivers / helpers. In conclusion, the main reason that led the company to implement the QMS was the need to meet certain requirements, namely public procurements where implicitly there are indicators of customer satisfaction and others related to quality improvement of the product / service. During the implementation process of the QMS there were some difficulties primarily related to the time needed to deal with bureaucracies and the cost of Quality. It was also concluded that the Top Management, Directors and Heads of Section are the main responsible for detecting and correcting non-conformities, as well as the company who implemented new methods to motivate employees, emphasizing training and communication.
Description
Keywords
Sistemas da qualidade Indicadores de competitividade Quality systems Competitiveness indicators
Citation
Martins, Manuel Fernando Gouveia - Implementação de sistemas da qualidade numa empresa de transporte rodoviário fraccionado de mercadorias: indicadores de competitividade. Lisboa: Instituto Superior de Engenharia de Lisboa, 2011. Dissertação de mestrado.