Dissertations / Theses on the topic 'ISO 9000 certification'
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Le, Ha Thi Viet. "Assessing impact of ISO 9000 certification on international trade." Connect to this title online, 2009. http://etd.lib.clemson.edu/documents/1252937743/.
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Dick, Gavin Peter McDonald. "Shedding light on the business benefits of ISO 9000 certification." Thesis, Staffordshire University, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.402441.
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Lewden, Marie. "La qualité dans l'industrie pharmaceutique et la certification ISO 9000." Bordeaux 2, 1995. http://www.theses.fr/1995BOR2P028.
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Leong, Sok I. "Managerial FAD or organizational enhancement? ISO 9000 certification in a public organization." Thesis, University of Macau, 2004. http://umaclib3.umac.mo/record=b1636748.
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Adamson, Julie M. "Analysis of ISO 9000 quality standards management certification instruction in California undergraduate engineering programs." Thesis, California State University, Dominguez Hills, 2013. http://pqdtopen.proquest.com/#viewpdf?dispub=1524283.
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The purpose of this thesis was to study how and to what extent ISO 9000 quality standards management certification is taught on the undergraduate level in courses in California ABET-accredited 4-year engineering programs. The level of knowledge of the standard among graduates is of concern because well-educated engineers are important to the future of businesses in the global economy, and the ISO 9000 series is an enduring standard of global significance. An email survey was conducted of over 2000 undergraduate engineering professors who are currently teaching in public and private California universities. The overview of responses indicates that, although the majority of professors have over 10 years of teaching experience and a past background in industry, ISO 9000 series certification is not widely understood, taught, or valued. Engineering students and their future employers are clearly not gleaning the benefits of learning this valuable global standard.
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Cesare, Marie-Claire. "Coordination,organisation et normalisation -la norme Iso 9000 comme modèle d'organisation normalisée." Paris 13, 2004. http://www.theses.fr/2004PA131001.
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La norme Iso 9000 se caractérise par l'originalité de son objet et de sa fonction mais aussi par ses effets spécifiques sur les organisations. Elle porte sur le processus de management de la qualité pour l'organisation dans sa globalité et non pour les produits seulement et vise non pas la compatibilité technologique industrielle ex post mais l'interopérabilité ex ante des processus technologiques en contraignant au respect du principe générique de traçabilité du produit pour la demande dans le processus global de travail. Ainsi, les tiers externes (clients ou auditeurs) peuvent-ils connaître précisément le déroulement interne dans la réalisation d'un produit. L'exigence fondatrice porte en effet sur la codification en procédures de tous les savoir-faire et les pratiques internes. L'autre originalité est d'ouvrir la relation bilatérale traditionnelle d'offre et de demande à un tiers institutionnel qui permet à l'organisation d'obtenir une 'certification' négociable sur le marché. Toutefois, si son interprétation économique habituelle valorise son influence dans les relations interagents (asymétrie d'informations et mécanisme des prix), ses effets sur la coordination intraorganisationnelle l'imposent aussi comme une problématique du changement organisationnel et de l'économie des organisations. C'est donc également en terme de relations de travail, de processus d'identification et d'échanges d'informations que la problématique doit être envisagée. L'objet de la présente recherche consiste à mettre en évidence les apports d'un tel point de vue et propose d'élaborer à partir des caractères de la norme Iso 9000, un 'modèle d'organisation normalisée'Its original object and function characterize the Iso 9000 standard as do its specific effect on the organizations. It concerns the global quality management process inside organizations rather than the products, aiming not at ex post technological compatibility but ex ante interoperability of the technological processes by imposing compliance with the generic principles of product traceability within the global work process. Thus third party partners -customers or auditing consultants- can have access to reliable information about the different stages of the manufacturing processes. The founding principle requires that all internal working routines and know-how be codified into procedures. The other original point consists in opening the traditional bilateral relationship between the supply and the demand to a third institutional party which allows the organization to obtain the special negotiable "certificate of Quality" from ISO. However, although the usual theoretical interpretation highlights its influence on the relations between agents - asymmetric information and pricing mechanism- its effects on the internal organizational coordination impose it also as a method for organizational changes and managerial policies. Therefore issues such as labor relationships, identification to values and information exchange must also be considered. The object of the present research will show the contributions and limits of this hypothesis and extract from the Iso 9000 standard the characters of a tacit model of work organization
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Williams, John W. "A Study of The Correlation of The ISO-9000 Quality Control Program on The Financial Results of Information Technology Companies Who Have Achieved ISO-9000 Certification." NSUWorks, 2001. http://nsuworks.nova.edu/gscis_etd/925.
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In Europe, the ISO·9000 series of standards has become the entry barrier for companies doing business with the Economic Union (EU). Given the globalization of international trade, a large percentage of American companies are incurring additional expenses in seeking ISO-9000 quality registration as both a symbol of their commitment to quality and quality products and as a method to enhance productivity. This research examined the research question" To what extent does a company becoming ISO 9000 certified improve their financial performance in the years immediately after certification?" To address this question two research hypotheses and two null hypotheses were developed. The first null hypothesis was "there is no significant difference between ISO 9000 certified companies and non-ISO 9000 certified companies, on a set of financial performance indicators considered simultaneously, over the five year period prior to certification. The first research hypothesis was "There is a significant difference between ISO 9000 certified companies and non-ISO 9000 certified companies, on a set of financial performance indicators considered simultaneously, over the five year period prior to certification. The second null hypothesis was "There is no significant difference between ISO 9000 certified companies and non-ISO 9000 certified companies, on a set of financial performance indicators considered simultaneously, during the three year period after becoming certified." The second research hypothesis was "There is a significant difference between ISO 9000 certified companies and non-ISO 9000 certified companies, on a set of financial performance indicators considered simultaneously, during the three year period after becoming certified." Results from analysis concluded that the first null hypothesis was rejected; there was a significant difference at the multivariate level across the groups in the five-year period immediately preceding ISO -- 9000 certification. More significantly, the second null hypothesis was not rejected. There was not enough evidence to conclude that a significant difference exists in the four-year financial performance indicators between the selected software companies that are ISO 9000 Certified compared with those selected software companies that are not ISO 9000 Certified.
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Lérat-Pytlak, Jérôme. "Le passage d' une certification ISO 9001 à un management par la qualité totale." Toulouse 1, 2002. https://tel.archives-ouvertes.fr/tel-00011414.
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Le nombre toujours croissant d' entreprises certifiées ISO 9001, le souhait de plusieurs d' entre elles de s' engager dans un management par la qualité totale (TQM), et la nouvelle édition 2000 des normes ISO 9000 soulèvent un questionnement très actuel : sous quelles conditions une certification ISO 9001 prédispose-t-elle l'organisation à une mise en oeuvre du TQM ? Au moyen d'un cadre conceptuel issu des théories des organisations et du paradigme de la stratégie centrée sur les ressources, et sur la base d' une étude de cas, cette thèse conduit à proposer un modèle pour une transition réussie entre certification et TQM. Un test de ce modèle auprès de 139 entreprises certifiées permet de mettre en évidence l' existence de relations significatives entre la conception du dirigeant relative au TQM, les motivations et pratiques de certification, et finalement le positionnement de l' entreprise certifiée par rapport au TQMThe increasing number of ISO 9001-accredited firms, the desire of many of them to step into total quality management (TQM)n and the publication in 2000 of news ISO 9000 standards that explicitly integrate several TQM principles, raise a very topical question : does ISO 9001 accreditation predispose an organization towards TQM, and if so, under what conditions ? By means of a transdisciplinary conceptual framework based on organizational theory and on the resource-based paradigm of firm strategy, this doctoral thesis submits an explanatory model of a successful transition from accreditation to TQM. Testing this model with 139 accredited companies reveals significant relationships between the managing director's conception of TQM, the motives for and practices related to accreditation and, finally, the accredited firm's positioning with regard to total quality management
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Maurand-Valet, Anne. "La norme entre paradoxe et nécéssité : Une étude du rôle du responsable qualité." Montpellier 2, 2004. http://www.theses.fr/2004MON20209.
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Furtado, Artur José Queiroz Novais. "O impacte de sistemas de qualidade certificados no desempenho das empresas portuguesas." Master's thesis, Instituto Superior de Economia e Gestão, 2002. http://hdl.handle.net/10400.5/794.
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Mestrado em Gestão e Estratégia IndustrialApesar da crescente popularidade da certificação ISO 9000, há pouca evidência empírica da sua relação com o desempenho organizacional. A investigação sobre este tema é crucial para apoiar a decisão empresarial de investimento em sistemas de Qualidade certificados. Tal escolha deve ser baseada em evidência concreta quanto aos seus efeitos sobre o desempenho organizacional, diferenciação face à concorrência e valor acrescentado. Esta dissertação tem como objectivo a caracterização do impacte de sistemas da Qualidade certificados segundo as normas ISO 9000, no desempenho das empresas, medido por indicadores sobre os quais a literatura espera que se verifiquem melhorias: volume de negócios, produtividade do trabalho e produtividade dos materiais. Com base num processo de inquirição postal a empresas portuguesas com sistemas de Qualidade certificados, explora-se empiricamente a relação entre a certificação ISO 9000 e indicadores de desempenho económico, determinando-se se essas empresas registaram uma evolução do seu volume de negócios, produtividade do trabalho e materiais superiores à média do sector, entre o antes e o depois da certificação. Foi estudada uma amostra de 31 empresas portuguesas com sistemas de Qualidade certificados entre 1993 e 1996. Em comparação com o sector de referência, as empresas certificadas da amostra cresceram mais (ou viram diminuir menos) o seu volume de negócios e a produtividade dos materiais utilizados, enquanto o aproveitamento do factor trabalho evoluiu abaixo da média. Em confronto com os objectivos a que se propõe a certificação e com a literatura que defende a sua utilização, os resultados obtidos na amostra estudada mostraram existir maior dificuldade em cumprir expectativas relacionadas com a produtividade do trabalho. Os resultados desta investigação devem contribuir para reforçar a necessidade de encarar a opção de certificação como um investimento que deve ser avaliado de acordo com os custos e benefícios esperados.
Despite the growing popularity of ISO 9000 certification, scarce empirical evidence exists on its relation with organizational performance. Researching this subject is crucial for supporting the companies' investment decision in certified Quality systems. Such choice should be firmly based on concrete evidence on the effects on organizational performance, differentiation from competitors and economic added value. This theses aims at characterizing the impact of ISO 9000 certified Quality systems on company performance, as measured by indicators upon which the literature expects improvement to occur: turnover, labour productivity and productivity of materials. Based on a postal inquiry to Portuguese companies with ISO 9000 certified Quality systems, the relationship between ISO 9000 certification and organizational performance is analysed, asserting whether the turnover, labour productivity and productivity of materials of those companies evolved above their respective industrial average, between the before and after the certification. A sample of 31 Portuguese companies, with Quality systems certified between 1993 and 1996, was studied. In relation to the industry, the turnover and productivity of materials of certified companies grew more (or decreased less), whereas the labour productivity evolved below the average. Certified systems were found to have more trouble in living up to the expectations in what concerns labour productivity. The results from this research should reinstate the need to look upon ISO 9000 certification as an investment meant to be evaluated with respect to the expected costs and benefits.
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Dase, Bonginkosi. "Impact of ISO 9000 certification on quality management practices among SMEs in the Western Cape, South Africa." Thesis, Cape Peninsula University of Technology, 2016. http://hdl.handle.net/20.500.11838/2383.
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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2016.The study has been carried out on impact of implementing ISO standards on SMEs to seek general evaluation of its benefits. The purpose of this paper is to outline the benefits of ISO implementation on South African small- and medium-sized enterprises (SMEs). The SME sector is the backbone of developed economies, which is regarded as the engine of growth for economies all over the world. For developing countries, SMEs often offer the only realistic prospects for increases in employment since they employ the largest percentage of the workforce population. With the trend towards global market orientation and trade liberalisation, SMEs are moving towards implementing quality systems. The empirical study aims to explore current implementation of quality management tools and advanced improvement techniques in the Western Cape SMEs, in order to understand what factors impact on how quality control is managed. Two main categories are analysed, namely tangible and intangible. This study will assist other SMEs in developing countries on ISO 9000 implementation. This study is restricted to small and medium-sized companies in South Africa implementing ISO system and other quality tools or techniques. Data collection of this study is done based on a combination of survey questionnaires and interviews with managers, supervisors and general staff.
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Sousa, Priscila Maria Pinto. "A implementação de sistemas de gestão da qualidade certificados pela ISO 9000 motivações, dificuldades e custos." Master's thesis, Instituto Superior de Economia e Gestão, 2011. http://hdl.handle.net/10400.5/4594.
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Mestrado em Gestão e Estratégia IndustrialA globalização do mercado, o aparecimento do e-commerce e o aumento da concorrência, levou as empresas a encontrar novas formas de ganhar competitividade. Os consumidores tornaram-se cada vez mais exigentes a todos os níveis, impondo às empresas uma exigência de elevada qualidade dos produtos e serviços. Assim, uma das formas encontradas pelas empresas foi a certificação do Sistema de Gestão da Qualidade pela ISO 9000, permitindo diminuir as não conformidades e corresponder aos requisitos dos clientes. O aumento anual de certificados ISO 9000 em Portugal, e em diversos países no mundo, comprova a importância da certificação na sobrevivência de diversas empresas no mercado. Este estudo tem como principal objetivo identificar as motivações, dificuldades e custos da certificação do Sistema de Gestão da Qualidade pela ISO 9000, no sector alimentar, das bebidas e do tabaco, na Região Autónoma da Madeira. Para a prossecução dos objetivos, foi utilizada uma metodologia qualitativa através da realização de um inquérito às empresas deste sector na Região Autónoma da Madeira. Através desta investigação verificou-se que a principal motivação para a certificação é a imagem de qualidade transmitida pelas empresas, seguida de uma maior eficiência nas operações internas da empresa. Constatou-se também que as empresas tinham de ultrapassar determinadas dificuldades, sendo que a principal dificuldade enfrentada pelas empresas foi a resistência por parte dos colaboradores à mudança e à pouca formação. Neste estudo, os custos de certificação, apesar de serem elevados, não aparentam ser uma dificuldade para as empresas analisadas.
The market globalization, the emergence of e-commerce and the increase of competition led companies to find new ways to gain competitiveness. Consumers became highly demanding at all levels, imposing high quality products and services to the companies. Thus, one of the ways found by companies was ISO 9000 certification of Quality Management System, allowing the reduction of non-conformities and meet customer requirements. The annual increase of ISO 9000 certifications in Portugal and other countries proves the importance of certification for companies' survival in the market. The main objective of this study is to identify the motivations, difficulties and costs of ISO 9000 certification of Quality Management System in food, beverages and tobacco in Autonomous Region of Madeira. In order to pursue the objectives, I used a qualitative methodology by conducting a companies' survey in this sector in Autonomous Region of Madeira. This investigation allowed to verify that the main motivation for certification is the quality image passed by the companies, followed by greater efficiency in company internal operations. It was also found that companies had to overcome certain difficulties. And the main one was related with the changing process, once the employees were against it due to their poor training. In this study, the high certification costs, does not seem to be an obstacle for the analyzed companies.
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Felin, Renata Saurin. "NORMA ISO 9001/2000 COMO MODELO DE GESTÃO: UM ROTEIRO DE IMPLANTAÇÃO PARA AS ORGANIZAÇÕES E SUA IMPLEMENTAÇÃO UM ESTUDO DE CASO." Universidade Federal de Santa Maria, 2007. http://repositorio.ufsm.br/handle/1/8047.
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In a global market with increasing demands of customers, the establishment and maintenance of quality management systems and their subsequent certification is in a critical factor of success for organizations wishing to improve their performance, optimizing their processes and resources and, therefore, by increasing their productivity and competitiveness. It should be emphasized that the deployment itself is a process of learning and therefore should not have very strict rules, but be adapted to the culture of the company. In this context, the present study proposes to develop a road map for implementation of a quality management system based on the requirements of ISO 9001:2000. Use as a basic methodological analysis through
case study and the interpretation family ISO 9000 rules. For that, initially, is the established theoretical basis of the work and, interpretation of the requirements of ISO 9001:2000. Then defines the steps to achieve certification on the basis of case studies. So then, is an analysis of the implementation of ISO 9001:2000 using the roadmap proposed. In conclusion, it is considered that the greatest challenge in the implementation of the Quality Management System in the company under study is the change in the culture of people of the organization. These stages are understanding that the implementation of a management system brings positive reflections on various aspects such as increased productivity, higher quality products, access to new markets, attention to legal requirements credibility of customers, among others. Therefore, the proposed roadmap is appropriate to the organization and it is recommended to other organizations specifically in the area of industry.Num mercado global com crescentes exigências dos clientes, a implantação e manutenção de sistemas de gestão da qualidade e a sua posterior certificação constituem-se num fator crítico de sucesso para as organizações que pretendam melhorar o seu desempenho, otimizando seus processos e recursos e, consequentemente, aumentando a sua produtividade e competitividade. Cabe salientar que a implantação propriamente dita é um processo de aprendizado e, portanto, não deve ter regras muito rígidas, mas estar adaptada à cultura da empresa. Neste contexto, o presente trabalho propõe-se desenvolver um roteiro de implantação de um sistema de gestão da qualidade com base nos requisitos da norma ISO 9001:2000. Utiliza-se como base metodológica a análise através do estudo de caso e pela interpretação das normas da família ISO 9000. Para isso, inicialmente, é estabelecida a fundamentação teórica do trabalho e a, interpretação dos requisitos da norma ISO 9001:2000. Em seguida são especificados os passos para obter a certificação com base no estudo de caso. Logo em seguida, é feita uma análise do processo de implantação da norma ISO 9001:2000 utilizando o roteiro proposto. Concluindo, considera-se que o maior desafio na implantação do SGQ na empresa em estudo está sendo a mudança na cultura das pessoas da organização. Estas, gradativamente estão entendendo que a implantação de um sistema de gestão traz reflexos positivos em vários aspectos, como aumento da produtividade, produtos de melhor qualidade, acesso à novos mercados, atendimento à requisitos legais, credibilidade dos clientes, entre outros. Portanto, o roteiro proposto está sendo adequado e recomenda-se à outras organizações especificamente no ramo das indústrias.
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Filali, Ansary Maria. "Mise en conformité du système qualité d'un site de production pharmaceutique en vue d'une certification ISO 9002." Bordeaux 2, 1999. http://www.theses.fr/1999BOR2P031.
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Namara, Sarah Joy. "Do Companies Value Maintaining ISO 9000 Certification? 2009 Case Study of 41 US Companies First Certified in 2000." TopSCHOLAR®, 2009. http://digitalcommons.wku.edu/theses/143.
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The costs of obtaining and maintaining ISO certification are high. Moreover, studies have shown mixed results on the benefits of the certification. Consequently, the objective of this research was to verify whether or not companies do value maintaining the ISO 9000 certification.
The empirical study was conducted on 41 U.S. companies that were first certified in 2000. The companies formed an existing database as they were used by Dr. Arbuckle in 2004 in his doctoral dissertation. Of the 41 companies, 12 were found to be out of business, leaving a final sample size of 29. Data were gathered from this sample through telephone interviews and verified through the organizations’ online documents. In this group, 23 companies were found to be still maintaining the ISO 9000 certification as of 2009.
When the statistical analyses were performed, the results clearly indicated that companies do significantly value maintaining the ISO 9000 certification. However, it was interesting to note that the primary reason behind maintaining the ISO 9000 certification was pressure from customers and not necessarily as a tool towards achieving quality production or continuous improvement. Indeed, such an observation may help to explain why even certified companies sometimes produce goods and services of inferior quality.
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Denis, Blandine. "Processus de codification : conditions et limites de la transformation des routines : le cas de l'introduction de la norme ISO 9002 dans huit industries agroalimentaires." Compiègne, 2002. http://www.theses.fr/2002COMP1388.
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La théorie de la firme évolutionniste met en lumière les multiples apprentissages nécessaires lors de la création de nouvelles connaissances, et, ceux essentiels dans une économie des connaissances de plus en plus codifiées. Cette thèse a pour objectif une meilleure compréhension de ce qu’est la codification au niveau théorique et au niveau empirique. Elle s’est appuyée sur le secteur agroalimentaire et sur huit études de cas. L’industrie agroalimentaire a mis en place des normes organisationnelles pour faire face à une concurrence européenne et internationale accrue. La mise en place de la norme ISO 9002 a entraîné une rationalisation et une homogénéisation des pratiques et des connaissances codifiées. Toutefois, pour y parvenir, les huit firmes étudiées ont installé de nombreux outils, méthodes et traitements statistiques. Dans un premier temps, la codification a amené à une externalisation de la mémoire importante à travers les outils et les documents. Dans un second temps, la codification a impliqué un continuel ajustement des pratiques aux évolutions des outils répondant aux exigences des clients. Cette absorption de nouveaux outils et demandes a permis l’exploration et l’exploitation de nouvelles technologies et le développement de nouveaux produits.
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Rodrigues, Francisco Carlos Tadeu Starke. "A certificação ISO 9000 e o desempenho financeiro das companhias abertas brasileiras." Universidade Presbiteriana Mackenzie, 2008. http://tede.mackenzie.br/jspui/handle/tede/689.
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The evidences that the quality management practices contribute positively to the financial performance of a firm do not produce a consensus. It is important to take off the impression ISO 9000 is so popular that it could not deserve more intense and effective academic production; there are many effects promoted by the introduction of this standard at the organizational level in brazilian companies and they were not yet well studied. Thus, it is opportune to evaluate this world phenomenon and, certainly, in Brazil of ISO 9000 quality certification and its relation to superior financial performance of the companies. There is, in Brazil, an absence of researches related to this subject, using secondary public data, focused in publicly traded firms and using robust econometric models, to permit a certain conclusion to the brazilian context. The Akerlof-Spence approach was adopted to discuss, from the asymmetric information point of view, the adverse selection imposed to the consumers. To mitigate this, a firm should signalize its hidden attributes, creating a better image to the market and better reputation. The Akerlof-Spence approach allows to predict that, if the firms got certified, so they can search for better sales performances and, as a consequence, for better financial performances. When a firm choose to get certified, it would be signaling to the market, to its suppliers and consumers, that it has, in fact, products an services with high quality. This would allow a smaller asymmetric information and a smaller adverse selection; this also would enable a competitive advantage and would distinguish certified firms from that not certified. The certification age lasts two decades and more than 700,000 firms are certified in 161 countries around the world. Following the research line developed by two groups of researchers Terlaak and King (2006) and Corbett, Montes-Sancho and Kirsch (2005) , in this research, 207 brazilian publicly traded firms were studied for 12 years, from 1995 to 2006. There are 116 firms certified according to the 1987, 1994 and 2000 versions of ISO 9000 standard and other 91 not certified in the sample. It was employed an econometric regression model with data in static and dynamic panels, using pooled OLS, fixed effects and random effects. A non-balanced panel data with 207 firms and 2,484 observations, and a balanced panel data with 60 firms and 720 observations were assembled to research this problem. The addressed question is answered: do ISO 9000 certification permit a superior financial performance to brazilian public firms? Six hypotheses were tested, all of them related with financial performance. The six hypotheses were rejected, revealing significative results that ISO certification has a strong, direct and positive relation with financial performance of the brazilian public firms. The results of this research indicate that shareholders and managers could choose the certification as a signaling mechanism, reputation and sales growth, reduction of production costs, and improvement in ROA, ROS and ROE. ISO 9000 certification is a relevant strategic tool for competitiveness improvement.
As evidências de que as práticas de gestão da qualidade contribuem positivamente para o desempenho de uma empresa não produziram um consenso a respeito. É importante se tirar a impressão de que a ISO 9000 é tão popular que não mereça uma produção acadêmica mais intensa e efetiva: afinal, são muitos os efeitos provocados pela introdução da norma no tecido organizacional das empresas brasileiras e que ainda não foram estudados. Assim, é oportuno e apropriado avaliar esse fenômeno mundial e certamente, também no Brasil da certificação da qualidade pela ISO 9000 e sua relação com o desempenho financeiro das empresas. Ainda há, no Brasil, uma ausência de estudos a respeito dessa temática, que tenham se utilizado de dados secundários públicos, focados em companhias abertas e que tenham se utilizado de modelos econométricos robustos que permitissem uma conclusão acertada à realidade nacional. Adotou-se a abordagem de Akerlof Spence para discutir, a partir da informação assimétrica, a seleção adversa a que os consumidores estão expostos. Para mitigar isso, uma empresa deveria sinalizar seus atributos escondidos, criando melhor imagem no mercado e maior reputação. A abordagem de Akerlof Spence permite prever que, se as empresas se certificam, então elas podem ir em busca de melhores performances de vendas e, conseqüentemente, melhores performances financeiras. Ao optar pela certificação, uma empresa estaria sinalizando ao mercado, aos seus fornecedores e consumidores que ela possui produtos e serviços com alta qualidade. Isso tornaria a informação menos assimétrica e a seleção menos adversa; possibilitaria vantagem competitiva e distinguiria empresas certificadas das não certificadas. Essa era da certificação dura duas décadas e mais de 700.000 empresas foram certificadas em 161 países do mundo. Seguindo a linha de estudo de dois grupos de pesquisadores Terlaak e King (2006) e Corbett, Montes-Sancho e Kirsch (2005) , acompanhou-se 207 companhias abertas brasileiras durante 12 anos, entre 1995 e 2006. A amostra contém 116 companhias certificadas pelas versões 1987, 1994 e 2000 da norma ISO 9000 e 91 não certificadas. Utilizou-se um modelo econométrico de regressão com dados em painel estático e painel dinâmico, com agrupamento de dados de corte transversal, efeitos fixos e efeitos aleatórios. Foram utilizados um painel não balanceado com 207 companhias e 2.484 observações e um painel balanceado com 60 companhias e 720 observações. Responde-se, portanto, ao seguinte problema de pesquisa: a ertificação ISO 9000 permite às companhias abertas no Brasil obterem um desempenho financeiro superior? Seis hipóteses foram testadas, todas relacionadas com desempenho financeiro. Todas as seis hipóteses foram rejeitadas, revelando resultados significativos que sugerem haver uma relação forte, direta e positiva entre a certificação ISO 9000 e o desempenho financeiro das companhias abertas brasileiras. Os resultados desta pesquisa indicam que acionistas e gestores podem optar pela certificação como mecanismo de sinalização, aumento da reputação e das vendas, diminuição dos custos dos serviços vendidos, melhoria dos retornos sobre ativos (ROA), vendas (ROS) e patrimônio líqüido (ROE). A certificação ISO 9000 configura-se em importante instrumento estratégico de aumento de competitividade.
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Gay, Pascal. "Remise en forme du système qualité en fonction des normes ISO 9000 : application aux documents qualité." Bordeaux 2, 1997. http://www.theses.fr/1997BOR2P106.
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Wong, Hon-cheong, and 黃漢昌. "An evaluation of quality services of private property management in Hong Kong: a comparison between companieswith and without ISO 9000 certification." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2000. http://hub.hku.hk/bib/B31968818.
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Wong, Hon-cheong. "An evaluation of quality services of private property management in Hong Kong : a comparison between companies with and without ISO 9000 certification /." Hong Kong : University of Hong Kong, 2000. http://sunzi.lib.hku.hk:8888/cgi-bin/hkuto%5Ftoc%5Fpdf?B23339676.
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Beaumont, Michel. "La qualité de la gestion des ressources humaines dans les entreprises certifiées." Toulouse 1, 1996. http://www.theses.fr/1996TOU10061.
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La qualité de la gestion des ressources humaines dans les entreprises certifiées est envisagée d'abord sous l'angle théorique. Une grille de lecture de la littérature de gestion relative à la GRH et à la qualité dans ce domaine est proposée. La problématique recherche comment dans les entreprises certifiées les processus sociaux engendrés par la certification provoquent des changements de niveau de qualité de la GRH. La recherche s'appuie sur la démarche contextualiste. Dans ce cadre, l'identification de réponses à la problématique se fonde sur l'établissement de relations entre le contexte, le contenu du changement et les processus mis en œuvre par l'ensemble des acteurs sollicités par la gestion des ressources humaines et sa qualité, dans l'entreprise certifiée. Le contenu du changement est mesuré par les résultats des processus, selon la modélisation empruntée à Deming. Trois niveaux de résultats, en termes de qualité de la GRH sont attendus : un premier niveau représente le respect et le maintien des procédures de ressources humaines exigées par la certification, un second niveau de résultats s'exprime par le traitement de procédés de GRH à l'aide d'outils et de méthodes empruntés à la qualité, au delà des exigences de la certification, un 3eme niveau enfin, exprime la généralisation de la démarche qualité à l'ensemble de la GRH. L'étude empirique comprend 4 études de cas. Les résultats de la recherche montrent d'une part une assez grande variété du niveau de la qualité de la GRH dans les entreprises certifiées observées, et de ses éléments d'explication. Un autre résultat identifie, d'autre part dans certains contextes, l'initiation d'un processus d'amélioration du niveau de qualité de la GRH par la certificationQuality of human resource management (HRM) in certified firms should at first be considered theoretically. A frame of reference about HRM and the quality within this field is offered. The appraisal envisaged aims at the research of explanation building and of the contents, and nature of the change initiated by the involvement of the firm in certification, according to the ISO 9000 international referential. The research relies on the contextualist approach. Within this framework the identification of responses to the appraisal is based upon the establishment of the relationship between the context, the contents of change and the process implemented by all the actors concerned by hrm and its quality inside certified firms. The contents of the change are to be appraised by the results of the processes according to the deming pattern. Three levels of results in terms of HRM quality are to be expected. The first one representing the respect and the maintenance of hrm procedures demanded by certification. The second one is expressed by the processing of HRM thanks to the tools and the methods taken from quality beyond the demands of certification. The third level at last, expresses generalisation of quality appraisal to HRM as a whole. The empirical study comprehends four case studies. The results of this research reveal on the one hand a subtantial variety of HRM quality level in the certified firms considered and of its elements of explanation. On the other hand, another result identifies within certain contexts, the inititation of a continuous improvement of HRM quality level by certification
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Fayaud, André. "Management par la qualité et organisations publiques : étude sur les facteurs de longévité des démarches qualité engagées par les collectivités territoriales." Poitiers, 2008. http://www.theses.fr/2008POIT4005.
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La qualité publique a changé d'objet, de préoccupation secondaire des collectivités publiques elle est progressivement devenue, sous l'impulsion de l'Etat, la contrainte axiologique de toutes les politiques de modernisation. Ainsi, à compter des années 2000, les pratiques qualité se sont développées au sein d'un nombre croissant de collectivités publiques. Nées de manière désordonnée, les démarches qualité se sont progressivement structurées autour de modèles génériques de type certification ISO 9000, démarche EFQM ou de qualité totale. Les préconisations d'implantation étant proches d'un modèle à l'autre, nous nous sommes interrogé sur l'existence d’un modèle transcendant, nommé dans cette thèse "cadre conceptuel de la qualité" susceptible de garantir la pérennité d'une démarche qualité. Nous nous sommes efforcé de fonder théoriquement ce cadre, de le construire, de présenter ses principales composantes, de réfléchir aux enjeux liés à son existence pour enfin le tester. Nous nous sommes ensuite interrogé sur l’existence d'un lien entre le déploiement d'une démarche conforme au cadre conceptuel de la qualité et sa longévité. L'étude empirique mise en œuvre, à la fois qualitative et quantitative, a porté sur cinq collectivités territoriales localisées dans la région parisiennePublic service quality is no longer just a secondary concern of local authorities, it has progressively become, instigated by the State, the basis of all modernisation strategies. So, from 2000 onwards, quality practices have been developed by a growing number of local authorities. Although, at first, quality procedures were developed in an ad hoc way, they have progressively become structured around generic models based on the ISO 9000 standard, the EFQM approach or total quality management. As the general recommendations that were followed during implementation of quality procedures could have been taken from any of these models, we wondered whether a transcendent model might exist, which we named "conceptual framework of quality" in this thesis. A model which could guarantee the durability of a quality strategy. We have endeavoured to give a theoretical foundation to this framework, to construct it, to present its component principles and to consider its significance with the objective of finally testing it. Then, we considered whether there might be a link between the deployment of an approach in accordance with the conceptual framework of quality and its longevity. The empirical study that we implemented, was both qualitative and quantitative and we focused on five local authorities located in the Paris region
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Paula, Alexandre Taveira de. "Avaliação do impacto potencial da versão 2000 das normas ISO 9000 na gestão e certificação da qualidade: o caso das empresas construtoras." Universidade de São Paulo, 2004. http://www.teses.usp.br/teses/disponiveis/3/3146/tde-27082004-134150/.
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O interesse mundial relativo à gestão da qualidade tem sido crescente nas últimas décadas. Esse fato está associado às profundas transformações no cenário econômico, político e social, que ocasionaram uma necessidade de reavaliação e questionamento da postura empresarial adotada. A construção civil, em particular, desde o início dos anos 90, tem se mostrada comprometida com o movimento pela qualidade. No Brasil, tal fenômeno também se verifica e, diante da revisão das Normas da série ISO 9000 e da publicação de sua nova versão em dezembro de 2000, identificou-se a necessidade de avaliar o seu potencial impacto na gestão e certificação da qualidade em empresas construtoras. O trabalho traz a discussão das principais modificações propostas pela nova versão da Norma ISO 9000, analisando com mais detalhe a ISO 9001:2000 - Requisitos, que passa a ser a única norma da série utilizada para fins de certificação. Analisam-se os tópicos voltados para o enfoque no processo da organização, necessidade de comprovação da melhoria contínua e obrigatoriedade de se ter o Sistema de Gestão da Qualidade com o foco voltado para a satisfação das exigências e expectativas do cliente.Nos estudos de caso são identificados os desafios que cada uma das empresas tiveram que superar para adaptarem seus Sistemas de Gestão de modo a atender aos novos conceitos da Norma. Conclui-se com a análise dos impactos destas adaptações, tanto no âmbito gerencial da empresa, como também na produção, em seus canteiros de obras.The worldwide interest related to the quality management has been increasing in the past few decades. This fact is associated with the deep changes in the economic, political and social scenery that has caused a necessity for reevaluation of the adopted entrepreneurial position. The civil construction, in particular, since the beginning of the 90s, has been engaged to enhance the quality. In Brazil, such phenomenon is also verified. The ISO 9000 standards series revision and the publication of its new version in December 2000, identified the need to evaluate its potential impact on the management and certification of contractor organizations. This paper presents the discussion of the main changes proposed in the new version of ISO 9000 series, mainly analyzing the ISO 9001:2000 - Requirements, which is now the only standard of the series used for certification. The topics focused on the process of the organization, the need of evidence in the continuous improvement and the obligation of having the quality management system focused on the satisfaction of requirements and customers expectations are analyzed. The case studies are identified the challenges that each company have to exceed to adapt their Management System in order to meet the new concept of the ISO 9001 Standard. This analysis ends with the evaluation of the impact of this implementation, both in the office and in the production activities, in their building sites.
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Buer, Sophie. "Vers une mesure de la qualité de l'information : application au cas de la certification de système qualité selon la norme internationale ISO 9000 dans les entreprises de service." Grenoble 2, 2000. http://www.theses.fr/2000GRE2A004.
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Lobre-Lebraty, Katia. "Processus de certification et marge de manoeuvre organisationnelle : à propos du cas d'une unité de production industrielle." Montpellier 2, 2000. http://www.theses.fr/2000MON20002.
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Cette these s'interesse aux effets organisationnels de la certification d'entreprise. La question est abordee sous l'angle de la marge de manuvre dont disposeraient les organisations dans le cadre de leur demarche de certification, en s'appuyant sur les approches processuelles, cognitivistes et evolutionnistes. Dans le cas d'une structure mecaniste, il existe a priori une coherence avec le principe de formalisation fort sous-tendu par le dispositif de certification. Mais, ce dispositif pourrait aussi contribuer a reduire excessivement la marge de manuvre et conduire ainsi a des effets pervers tels que la rigidification des structures et du fonctionnement, ou le contournement des normes. Afin de verifier cette hypothese generale, la recherche analyse en profondeur le processus de certification d'une unite de production industrielle sur la base d'une observation directe et d'entretiens, le processus de perception et de diffusion de la certification est ainsi reconstitue dans sa globalite. Dans l'entreprise etudiee, la certification a provoque, par la sursophistication des procedures, et par la legitimation des pratiques routinieres existantes, une certaine rigidification des structures et du fonctionnement. Ainsi, se confirme l'ambiguite des rapports entre le dispositif de certification et les routines de l'entreprise : la certification enterine en effet, d'une certaine maniere, les routines externes, en s'appuyant sur une interpretation rigide des referentiels. De facon complementaire, elle suscite des comportements de contournement qui tendent paradoxalement a ramener l'organisation a son etat initial. Au total, tout se passe comme si la certification ne servait a rien, comme si elle etait plus porteuse de risques que d'avantages.
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Albanez, Altamar Urbanetz de Araújo. "Associação entre CMMI-DEV 1.2 e ISO/TS 16949." Universidade Tecnológica Federal do Paraná, 2012. http://repositorio.utfpr.edu.br/jspui/handle/1/558.
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O setor automotivo é um dos mais arrojados em termos de qualidade, demandando a certificação ISO/TS 16949. Apesar dessas empresas dominarem essa certificação, algumas a perdem em auditorias posteriores ou obtêm poucas melhorias além das existentes. Há indícios de que elas não possuam maturidade suficiente para obter ou manter essa certificação, nem diretrizes para melhorar continuamente. Em trabalhos anteriores, constatou-se que empresas certificadas possuíam, no mínimo, nível 2 de maturidade, sendo 1 (mínimo) e 5 (máximo), o que significa uma empresa com processo definido e gerenciável. Entretanto, o que habilita a empresa a melhorar seus índices é ter o processo controlado e integrado. A falta de maturidade de um processo de desenvolvimento de produto (PDP) desencadeia refugos e retrabalhos, comprometendo o uso eficiente de recursos, impactando no tempo e no custo do desenvolvimento e, indiretamente, na qualidade do processo e do produto final. Porém, as empresas certificadas não possuem diretrizes para melhorar seus processos. Para isso, a ISO demandaria algum recurso associado, visando fornecer orientação quanto aos aspectos que precisariam ser melhorados. Considerando que o CMMI é um método eficaz na obtenção de diagnóstico de maturidade e que considera a integração do PDP, esse trabalho visa identificar a associação entre a certificação ISO/TS 16949 e o método CMMI-DEV 1.2. Para isso, apresenta uma revisão sobre PDPs, certificação da qualidade e maturidade de processo. Posteriormente, são associadas as variáveis envolvidas em um processo de certificação ISO 9001 e as variáveis avaliadas na ISO/TS 16949 com as variáveis envolvidas na avaliação do nível 2 de maturidade do modelo CMMI-DEV 1.2. O trabalho explicita quais itens são considerados pela ISO/TS 16949, ressaltando os itens do CMMI que poderiam ser usados para obter um diagnóstico complementar para as empresas que desejam melhorar o fator qualidade, agregando, em paralelo, mais eficiência e produtividade aos seus processos produtivos.The automotive sector is one of the most daring in terms of quality, requiring because of that certification to ISO/TS 16949. Although these companies dominate this certification, some lose in the subsequent audits or get little improvement beyond existing. There is evidence that they do not have the maturity to obtain or maintain such certification or guidelines to continually improve. In previous work, it was found out that certified companies had at least level 2 maturity, 1 (minimum) and 5 (maximum), which means a company defined and manageable process. However, what enables the company to improve its indexes have the process is controlled and integrated. The lack of maturity of a product development process (PDP) triggers scrap and rework, compromising the efficient use of resources, impacting the time and cost of development and, indirectly, the quality of the process and final product. However, the guidelines do not have certified companies to improve their processes. For this, the ISO would require some resource associated in order to provide guidance on the aspects that need to be improved. Whereas CMMI is an effective method for obtaining diagnostic and maturity that considers the integration of PDP, this work aims to identify the association between the ISO/TS 16949 and CMMI-DEV 1.2 method. Presenting an overview of PDPs, quality certification and process maturity. Later, associated variables are involved in a process of ISO 9001 certification and the variables evaluated in the ISO/TS 16949 with the variables involved in assessing the maturity level 2 with CMMI-DEV 1.2. The paper explains which items are considered by the ISO/TS 16949, CMMI highlighting items that could be used for diagnosis complement for companies that wish to improve the quality factor, adding, in parallel, more efficiency and productivity of their production processes.
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Willot, Christophe. "Les effets de la certification par tierce partie sur les structures : Cas de PME de la région Nord Pas-de-Calais." Lille 1, 2002. http://www.theses.fr/2001LIL12026.
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La certification d'une PME en référence à un des modèles de la série ISO 9000 consiste en l'audit de son système qualité par un organisme indépendant. Dès 1987, cette pratique s'est développée, au rythme d'un doublement annuel du nombre de certificats délivrés aux entreprises. Nous considérons la certification comme un phénomène de changement organisationnel défini par ses motifs, une gestion du changement et des impacts organisationnels, l'obtention du certificat n'étant plus qu'une des étapes du processus. La réflexion théorique développe les raisons de l'utilisation par les PME des degrés de liberté dont elles disposent. Cette expression de la contingence des situations a lieu en particulier lors de mise en conformité de leur système qualité avec les exigences du texte de la norme. Elle concerne tant la définition du domaine soumis à la certification que le processus de changement mis en œuvre. Les effets de la certification sont examinés comme une évolution des PME françaises, vers la forme bureaucratique, pondérée par les facteurs contingents qui définissent les entreprises de petite taille. La validité des résultats repose sur la construction d'une méthode de recherche qui a amené les répondants à expliciter l'intégralité de leurs perceptions sur le sens de la démarche de certification pour leur entreprise. (. . . ) Deux analyses en composantes principales, une classification hiérarchique ont permis de distinguer cinq groupes de PME qui réagissent différemment à la certification.
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Blouin, Dominique. "Mise en oeuvre d'un système de gestion de la qualité selon les normes de la série ISO 9000 en contexte de PME : constats et recommandations afin de faciliter le maintien de la certification /." Thèse, Trois-Rivières : Université du Québec à Trois-Rivières, 2000. http://www.uqtr.ca/biblio/notice/tablemat/03-2211662TM.html.
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Blouin, Dominique. "Mise en oeuvre d'un système de gestion de la qualité selon les normes de la série ISO 9000 en contexte de PME : constats et recommandations afin de faciliter le maintien de la certification." Thèse, Université du Québec à Trois-Rivières, 2000. http://depot-e.uqtr.ca/3132/1/000667781.pdf.
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Sayed, Hayan. "Contribution à l'amélioration de la qualité dans le système approvisionnement de l'entreprise : approche du partenariat client-fournisseurs." Vandoeuvre-les-Nancy, INPL, 1993. http://www.theses.fr/1993INPL140N.
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L'amélioration de la qualité dans le système approvisionnement de l'entreprise est devenue pour celle-ci l'une de ses préoccupations majeures. Les grands clients industriels semblent de plus en plus exiger de leurs fournisseurs la mise en place de démarches d'assurance qualité dans leurs sociétés. Après analyse détaillée, illustrée par des recherches en entreprise et par des enquêtes, l'auteur évalue l'apport des approches traditionnelles d'amélioration de la qualité dans ce système. Face à l'insuffisance des approches dites sélectives, il justifie l'intérêt de recourir à des approches organisationnelles et normatives du type assurance qualité. A l'heure ou la certification iso 9000 semble être présentée par de nombreux auteurs et industriels comme un nouveau remède miracle contre tous les maux de la qualité dans les systèmes approvisionnements, l'auteur s'interroge sur la suffisance de ces nouvelles démarches. A la lumière d'une analyse critique des avantages et des limites de ces approches, il soulève l'un des handicaps majeurs pour l'amélioration de la qualité, à savoir l'optimisation de chaque système (client et fournisseur) de manière indépendante et peu coordonnée. Afin de tirer tous les profits de la logique de l'assurance qualité et d'améliorer la compétitivité de toute la filière, il propose d'évoluer vers des systèmes approvisionnements plus intégrés. Cette évolution doit être traitée sur les plans stratégiques et opérationnels et nécessite une évolution des mentalités des clients et des fournisseurs. Pour permettre l'évolution vers cette intégration, l'auteur propose une démarche qui fait appel au partenariat client-fournisseurs. Cette démarche est le résultat d'investigations menées en milieu industriel et consolidées par des enquêtes
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Franca, Ana Cristina Limongi. "Indicadores empresariais de qualidade de vida no trabalho: esforço empresarial e satisfação dos empregados no ambiente de manufaturas com certificação ISO 9000." Universidade de São Paulo, 1996. http://www.teses.usp.br/teses/disponiveis/12/12132/tde-14042009-113324/.
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Este trabalho examina Qualidade de Vida no Trabalho nas manufaturas, de médio porte que obtiveram certificação ISO 9000. Nosso principal objetivo foi investigar as prováveis relações entre esforço da empresa e satisfação dos empregados através de indicadores empresariais selecionados com critérios da abordagem biopsicossocial. O método de pesquisa foi estudo de campo, com o modelo de variáveis dependentes e independentes. Os dados foram coletados em 26 empresas e 446 questionários, na Região de São Paulo. Os resultados demonstram inicialmente comparações através de análise exploratória entre gerência de recursos humanos e empregados. A seguir, levantaram-se fatores de satisfação dos empregados, quais sejam: atuação organizacional, necessidades biológicas, inclusão social, prestação de serviços; e fatores de esforço das empresas: imagem, desenvolvimento profissional, administração de recursos humanos, saúde e ética, demandas legais e reposição de energias. Através de análise de conglomerados foram obtidos perfis de atitudes dos empregados. Os perfis são diferenciados entre realização, desconfiança ou crítica à empresa. Finalmente, obtivemos resultados sobre tipos de gestão. Os tipos identificados foram estruturado, reativo e aleatório. Relacionando-se esses tipos de gestão e perfis dos empregados, constatou-se que a satisfação dos empregados localiza-se mais na imagem da empresa e em programas de atendimento a saúde e benefícios, que no tipo de gestão.This work deals with Life Quality at Work at medium-sized manufacturers that had been awarded ISO 9000 certificate. We targeted investigating the potential relationship between companys effort and employees satisfaction through the selected companys indicators based on criteria of the bio-psycho-social approach. Research method was the field study with the model of dependent and independent variables. Data were collected at 26 companies by 446 questionnaires in the São Paulo Region. Results show first comparisons through exploratory analysis of human resources management and employees. Following, employees satisfaction factors were identified as follows: organizational acting, biological needs, social integration, service rendering; so were the companys effort factors: image, professional development, human resources management, health and ethics, legal actions and energy recovery. By means of a cluster analysis, the employees attitude profile was obtained. They were made distinct among accomplishment, discredit or criticism about the company. Finally, we have obtained results related to kinds of management. Identified kinds were structured, reactive and random. After relating these kinds of management and employees profiles, we could find out that employees satisfaction is based more on the companys image and on medical services and benefits than on the kind of management.
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Caldera-Noriega, Juan Bautista, and jean_caldera@hotmail com. "A purchaser�s perspective of environmental uncertainty in the international manufacturing products supply chain." RMIT University. Management, 2005. http://adt.lib.rmit.edu.au/adt/public/adt-VIT20060314.162500.
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International companies are increasingly taking advantage of the benefits of globalisation such as continuous improvement in transport and communication technologies that in turn lower transportation costs and decrease logistical difficulties. However, the international environment includes business uncertainty in the form of exchange rate volatility as well as political and economic issues. Moreover, ongoing reduction of trade barriers is reversing the previous tendency to integrate business vertically, shifting international business schemes towards outsourcing all except what the company consider its core competence. Supply chain management is a strategic concept that considers the behavioural and political dimensions of conflict and dependence at the purchaser-supplier interface. Nevertheless, there is substantive ambiguity regarding its actual practice. Furthermore, although international purchasers are increasingly becoming more important, the purchasing si de of international trade remains largely ignored in empirical research. This study focuses on understanding the complexity surrounding the commercial relationship between purchasing executives and foreign suppliers. The aim is to investigate what key factors are associated with uncertainty at the cross-national purchaser-supplier interface. Of interest to this research is how purchasing executives deal with those variables. The literature review addresses the discussions of the constructs as it informs the development of hypotheses investigating patterns arising from their interactions. The result was a theoretically driven model addressing the complexity of the purchaser-supplier interface. A survey was conducted to collect data from the membership of a nation-wide professional body of Australian purchasing executives. The richness of the management reality was approached by having recourse to systems theory and the realism paradigm. The model was tested and discussed using structural equation modelling, the supply chain management literature and the responses and comments of the participating purchasing executives buying from over twenty countries. xxii The results include purchaser�s perceptions regarding five latent variables and their concurrent interactions within the uncertainty surrounding international trade. The factors are culture affinity, the strength of the commercial relationship, quality reliability, ISO 9000 certification and the country of origin effect. Findings indicate that culture affinity is particularly important for purchasing executives and that it is a significant driver of the commercial relationship with foreign suppliers of manufacturing products. Nevertheless, culture affinity does not significantly influence perceptions of quality reliability. In contrast, commitment, cooperation and conflict management have a significant influence when assessing foreign supplier�s quality reliability. Trust, traditionally seen as a social aspect of the commercial relationship, was found structurally embedded in the perceptions of quality reliability together with technical dimensions of quality. The commercial relationship between Australi an purchasing executives and foreign suppliers was found to have a high level of maturity. However, the purchasers showed no orientation towards commercial equity, and cooperation was found to be incomplete, overlooking working on cost optimisation. Further, a level of commercial partnership has not been established. It is suggested that a relational approach in the international supply chain is a necessary, but insufficient, condition to progress to the level of commercial partnerships. The study shows that Australian purchasers� perceptions regarding ISO 9000 are surrounded by controversy. However, the Standard is still considered a credible quality management system tool that enhances supplier�s competitive position. Additionally, the majority of the Australian purchasing companies were not engaged in a low-cost country sourcing strategy. Overall, it can be said that the country of origin effect and ISO 9000 certification did not have a significant influence on quality perceptions within the context of an uncertain international environment. By taking a multivariable and multidisciplinary perspective, this research contributes to a deeper understanding of mature commercial relationships in the international supply chain. The findings provide valuable information that assists organisations to tune or balance the supply management philosophy principles in the uncertainty associated with global trade.
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Thomas, Tyler R. "A Qualitative Study of Selected Quality Knowledge and Practices in Guangdong Province, China." BYU ScholarsArchive, 2007. https://scholarsarchive.byu.edu/etd/847.
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The manufacturing industry has become very competitive in today's global market environment. Many US companies are faced with the choice of keeping their manufacturing domestic or looking to low cost off-shore countries to take advantage of the labor costs differences. To gain an understanding of the state of manufacturing in China, a major focus in the manufacturing world today, this thesis was undertaken. This thesis presents the findings of research conducted in Guangdong Province, China in June - July, 2005. This research addressed customer focus, leadership and general manufacturing and quality knowledge and practices of small, medium and large sized companies in Guangdong Province, China. Customer focus and leadership are two of the eight fundamental principles of the ISO 9000:2000 family of standards. These two principles, customer focus and leadership, were selected for the foundational role they play in any organization. Companies that are customer focused and have good leadership principles and practices should tend to give quality a priority for the product/service they provide to their customers. The aim of this thesis was to determine if there is a significant difference in the way small, medium and large companies are aligned with these two fundamental principles. Data regarding customer focus, leadership, and general manufacturing and quality knowledge and practices was collected from 41 manufacturing companies in Guangdong Province, China through the use of a survey, interviews and observation. At the conclusion of this thesis, a summary of the findings regarding the aim of the thesis is presented along with a confirmation and questioning of previous research completed.
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Duarte, Alexandra Silva. "Transição da norma ISO 9001:2008 para a norma ISO 9001:2015." Master's thesis, Instituto Superior de Economia e Gestão, 2018. http://hdl.handle.net/10400.5/16639.
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Mestrado em Gestão e Estratégia IndustrialAs organizações implementam cada vez mais os padrões de gestão desenvolvidos pela International Organization for Standardization (ISO) para se manterem competitivas. Ao longo dos anos, a investigação na área da certificação da qualidade pela norma ISO 9001 tem vindo a aumentar. No entanto, ainda existem poucos estudos que abordam as transições da norma, particularmente da norma ISO 9001:2008 para a norma ISO 9001:2015. Com base em 356 respostas recolhidas através de um questionário enviado via e-mail para as empresas portuguesas certificadas pela norma ISO 9001, procedeu-se à análise da perceção das empresas em relação à transição para a norma ISO 9001:2015. A importância atribuída às alterações recentes da norma ISO 9001 variam consoante a dimensão da empresa, a estratégia de internacionalização e o tipo de indústria onde a empresa opera. Os resultados obtidos mostram ainda que as melhorias organizacionais internas, a melhoria da satisfação dos clientes, a melhoria da imagem da empresa e a melhoria da qualidade do produto/serviço são as principais motivações, segundo a perceção dos gestores, da implementação da norma ISO 9001. E mostram também que os principais benefícios, segundo a perceção dos gestores, da implementação da norma ISO 9001 são a melhoria contínua do desempenho, o aumento do prestígio e reputação da empresa, a melhoria da eficiência dos processos e o aumento da satisfação dos clientes.
The organizations are increasingly implementing the management standards developed by the International Organization for Standardization (ISO) in order to remain competitive. Over the years, research into quality certification of ISO 9001 has been increasing greatly. However, there are still few studies that address the transitions of the standard, particularly from ISO 9001:2008 to ISO 9001:2015. Based on the 356 replies collected by a questionnaire, which was sent by e-mail to the portuguese companies certified by ISO 9001, this study analyze their perception regarding the transition to the ISO 9001:2015. The importance attributed to the recent changes in ISO 9001 vary according to the size of the company, the internationalization strategy and the type of industry where the company operates. The results obtained also show that internal organizational improvements, improvement of customer satisfaction, improvement of company image and improvement of product/service quality are the main motivations according to the perception of managers of the implementation of ISO 9001. And also show that the main benefits, according to the perception of managers, the implementation of ISO 9001 are the continual improvement of performance, increase the prestige and reputation of the company, improving process efficiency and increased customer satisfaction.
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Ferreira, Andreia Filipa Teixeira. "Certificação da qualidade e indicadores financeiros das empresas do sector da hotelaria em Portugal." Master's thesis, Instituto Superior de Economia e Gestão, 2015. http://hdl.handle.net/10400.5/11508.
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Mestrado em Contabilidade, Fiscalidade e Finanças EmpresariaisO aumento das exigências por parte dos consumidores e a atual concorrência empresarial levaram a que a qualidade assumisse um papel crucial no mercado de bens e serviços. Neste contexto, para serem bem-sucedidas, diversas empresas têm implementado métodos de melhoria e gestão da qualidade, nomeadamente a ISO 9000. Dado o número bastante elevado de empresas certificadas segundo esta norma, diversos autores desenvolveram estudos para compreender a associação entre a certificação da qualidade segundo a norma ISO 9000 e o desempenho das empresas, não sendo os resultados consensuais. Neste sentido, o presente estudo visa analisar a associação entre a certificação da qualidade e o desempenho financeiro das empresas, mais concretamente dos estabelecimentos hoteleiros portugueses, devido à sua importância para a economia portuguesa e aos escassos estudos que se debruçam sobre o sector da hotelaria. Com base numa amostra de 13 estabelecimentos não certificados e 9 estabelecimentos certificados, concluiu-se não existir diferenças no desempenho financeiro dos estabelecimentos certificados e dos estabelecimentos não certificados. Adicionalmente, verificou-se que não existe uma associação entre a certificação e o ROA e que existe uma associação negativa com o resultado líquido dos estabelecimentos.
The ever increasing demands from consumers combined with present-day company rivalries led quality to undertake a key role in the goods & services market. In this context, in order to be successful, several companies have been implementing improvement methods along with quality management, namely ISO 9000. Given the high number of companies that have been certified according to this standard, several authors developed studies to better understand the association between quality certification and enterprise performance, although not all results proved to be consensual. In this sense, the present study aims to analyze the association between quality certification and enterprise financial performance, more specifically in the Portuguese hotel establishments, due to their importance in the Portuguese economy, as well as because of the scarce studies that tackle the hospitality sector. Based on a sample of 13 uncertified establishments and 9 certified establishments, it was concluded that there is no difference in the financial performance of the establishments that were certified and of those who weren't. In addition, it was shown that there is no association between quality certification and ROA and there is a negative association between certification and net profit of the establishments
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Lérat-Pytlak, Jérôme. "Le passage d'une certification ISO 9001 à un management par la qualité totale." Phd thesis, Université des Sciences Sociales - Toulouse I, 2002. http://tel.archives-ouvertes.fr/tel-00011414.
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Le nombre toujours croissant d'entreprises certifiées ISO 9001, le souhait de plusieurs d'entre elles de s'engager dans un management par la qualité totale (TQM), et la nouvelle édition 2000 des normes ISO 9000, qui intègre explicitement plusieurs des principes du TQM, soulèvent un questionnement très actuel : une certification ISO 9001 prédispose-t-elle l'organisation à une mise en oeuvre du TQM, et sous quelles conditions ? Pour les entreprises certifiées, cette mise en oeuvre soulève en fait une double problématique : celle des dilemmes managériaux auxquels sont confrontées les firmes lors d'une démarche TQM, et qui expliquent les nombreuses constatations empiriques d'échecs ; celle du continuum entre normalisation relative à la qualité et TQM, à propos duquel des points de vue opposés émergent de la littérature. Au moyen d'un cadre conceptuel issu des théories des organisations et du paradigme de la stratégie centrée sur les ressources, cette thèse conduit à proposer un modèle pour une transition réussie entre certification et management par la qualité totale. Un test de ce modèle auprès de 139 entreprises certifiées permet de mettre en évidence l'existence de relations significatives entre la conception du dirigeant relative au TQM, les motivations et pratiques de certification, et finalement le positionnement de l'entreprise certifiée par rapport au TQM.
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Stoviak, Julie M. "Development of customer service work instructions centered on obtaining ISO 90001 [sic] certification." Online version, 1998. http://www.uwstout.edu/lib/thesis/1998/1998stoviakj.pdf.
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Teplanová, Lucie. "Příprava společnosti 3E Praha Engineering, a.s. na certifikaci podle ČSN EN ISO 9001:2009." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-16575.
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Diploma thesis in theoretical part deals with the quality, quality management systems and also deals with a set of standards ISO 9000, particularly the standard ISO 9001:2009. The practical part is dedicated to analysis of management system in society 3E Praha Engineering, a.s. and changes which are necessary to ensure that the company was prepared for certification of management system according to ISO 9001:2009. At the same time there are given recommendations for further improvement of the quality management system.
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Medeiros, Denise Dumke de. "Le projet de certification ISO 9002 : aide aux choix et caractérisation des différentes démarches." Grenoble INPG, 1998. http://www.theses.fr/1998INPG0090.
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Le projet de certification iso 9002 peut representer un investissement lourd pour les entreprises, elle mobilise une grande partie du personnel pendant longtemps, elle est souvent exigee par des clients importants : l'enjeu de la certification est donc tres important pour les entreprises. La recherche presentee dans cette these a pour but, d'une part, de classer et de comparer : les objectifs reellement poursuivis a travers la certification iso, les differents types de systemes qualites existants, les differentes demarches adoptees par les entreprises, ainsi que les resultats obtenus par les entreprises apres l'obtention du certificat. Et d'autre part, de determiner s'il est possible de degager une demarche qui soit plus adaptee que les autres pour obtenir la certification, en fonction des resultats a atteindre apres la certification et de la situation initiale du systeme qualite de l'entreprise. La demarche adoptee dans ce travail de these a debute par une lecture de la documentation existante sur les differentes experiences. Ensuite, une etude qualitative a ete realisee par entretien dans les entreprises deja certifiees iso, pour recueillir plus d'information sur les demarches adoptees et les resultats obtenus par ces entreprises, ce qui a rendu possible de creer des criteres pour classer et comparer les demarches. Ensuite, un echantillon d'entreprises certifiees iso 9002 dans le departement de l'isere a ete constitue et consulte a travers une enquete quantitative par questionnaire. Les resultats de cette enquete ont permis de valider certaines hypotheses. Il a ete possible de caracteriser cinq types differents de systemes qualite preexistants dans les entreprises et de verifier que les resultats atteints apres la certification par les entreprises peuvent etre differents. Une typologie de la structure des demarches a ete aussi realisee, ce qui a permis de demontrer qu'il existe a ce jour, cinq manieres differentes de mener son projet de certification.
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Andersson, Molly, and Lovisa Andersén. "SVÅRIGHETER VID CERTIFIERING AV KVALITETSLEDNINGSSYSTEMET ISO 9001:2015 FÖR SMÅ FÖRETAG." Thesis, Tekniska Högskolan, Högskolan i Jönköping, JTH, Industriell organisation och produktion, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-31556.
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Studien syftar till att upptäcka svårigheter vid implementering av kvalitetsledningssystemet ISO 9001:2015 på små företag. För att uppnå studiens syfte samlades teorier om kvalitetsledningssystemet ISO 9001 och dess implementerings- och certifieringsprocess in. En fallstudie genomfördes på två analysenheter för att sedan jämföras mot det teoretiska ramverket och erhålla ett resultat. De mest bidragande faktorerna till icke-certifiering av ISO 9001 hos små företag visade sig vara tidsbrist, resursbrist samt kompetensbrist.
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Lourenço, Cláudia Sofia Rodrigues de Azevedo. "O impacto da ISO 9001 no desempenho das empresas portuguesas do sector hoteleiro." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/4494.
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Mestrado em Gestão e Estratégia IndustrialA difícil conjuntura económica actual tem vindo a promover um maior foco na Qualidade no sector hoteleiro. Para além disso, assiste-se a uma crescente procura da certificação da ISO 9001. No entanto, os efeitos da implementação desta norma não são consensuais. Assim, o presente estudo pretende: analisar o impacto da implementação da ISO 9001 no desempenho global das Organizações neste sector; verificar se os benefícios diferem de acordo com a classificação dos estabelecimentos hoteleiros e se tendem a surgir a longo prazo; verificar se a versão mais recente da ISO produz maior impacto do que as versões mais antigas; e ainda identificar os principais motivos para a não certificação. Com base numa amostra de 112 estabelecimentos hoteleiros portugueses, os resultados mostram que a implementação da ISO 9001 contribui com importantes melhorias nas várias métricas de avaliação de desempenho relativas às quatro perspectivas do Balanced Scorecard. A certificação da qualidade revelou-se bastante importante para a Organização obter melhores índices de desempenho na satisfação dos clientes e na melhoria nos processos internos. Adicionalmente, os resultados não mostraram existir uma relação entre o impacto da certificação de qualidade no desempenho organizacional e a classificação dos estabelecimentos hoteleiros. Por outro lado, os benefícios da implementação da ISO 9001 não tendem a surgir a longo prazo. No entanto, concluiu-se que a ISO 9001:2008 produz um maior impacto no desempenho do que a versão de 2000. Verificou-se ainda que os elevados custos da implementação constituem o principal motivo para a não certificação.
The current global financial crisis has been promoting a greater focus on quality in the hospitality industry. In addition, we are witnessing an increasing demand for ISO 9001 certification. However, the standards implementation effects are not consensual. Thus, this study aims to: analyze the impact of ISO 9001 implementation in the organization's overall performance in this industry; to study if benefits differ according to the hotels' rating and if they tend to emerge in long-term; to assess if the most recent version of ISO produces a greater impact than the older versions; and finally to identify the main reasons for non-certification. Based on a sample of 112 portuguese hotels, the results show that ISO 9001 implementation contributes to improvements in several performance measures, regarding the four perspectives of Balanced Scorecard. Quality certification has revealed to be very important for the Organization to improve client satisfaction and internal processes. Moreover, no relationship was found between the quality certification's impact on performance and the hotels' rating. On the other hand, ISO 9001 implementation benefits don't tend to emerge in the long-term. However, ISO 9001:2008 produces a greater impact on performance than the 2000 version. Finally, the high costs of implementation appear to be the main reason for non-certification.
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Abouzaid, Badr. "Les incidences de la certification ISO 9001 sur la qualité de l’enseignement supérieur : l'expérience du Maroc." Thesis, Toulon, 2013. http://www.theses.fr/2013TOUL2005/document.
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La qualité dans l'enseignement supérieur revêt un intérêt indubitable à l’échelle internationale. Face au constat du manque de consensus sur la définition de ce concept et à la diversité des référentiels utilisés, nous proposons une étude qui vise à comprendre les incidences de la certification ISO 9001 sur la qualité dans l'enseignement supérieur. À cette fin, nous avons élaboré un cadre conceptuel fondé sur la littérature consacrée à ce sujet. Ce cadre est une modélisation des dimensions de la qualité dans l'enseignement supérieur et constitue, suivant la méthode qualitative par études de cas, le prisme sous lequel les données sont collectées et traitées auprès de trois établissements d’enseignement supérieur.Nos études de cas sont réalisées au Maroc, où la norme ISO 9001 constitue, contrairement à plusieurs autres pays, le référentiel principal utilisé dans l’enseignement supérieur. Nos résultats montrent que cette certification peut avoir plusieurs incidences positives sur la qualité dans l'enseignement supérieur, y compris les aspects pédagogiques, à condition de bien définir le périmètre de la certification et d’adapter l’interprétation des exigences de la norme aux particularités de l’enseignement supérieurQuality in higher education has an undeniable interest at the international level. Confronted with the fact that there is a lack of consensus on the definition of this concept and a diversity of standards used, we propose a study aiming at understanding the implications of ISO 9001 certification on the quality of higher education. To that end, we have worked out a conceptual framework based on the literature devoted to this subject. This framework is a modelization of the dimensions of quality in higher education and constitutes, in accordance with the qualitative method of case studies, the outlook according to which data from three higher education institutions are collected and processed.Our case studies have been carried out in Morocco, where the ISO 9001 standard is, contrary to several other countries, the main referential used in higher education. Our results show that this certification can have several positive impacts on the quality of higher education, including pedagogical aspects, as long as the perimeter of the certification is well defined and the requirements of the standard are adapted to the specificities of higher education
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Gioia, Henrique Raymundo. "Certificações no setor sucroenergético brasileiro: analise dos efeitos da ISO 9001 e Bonsucro." Universidade de São Paulo, 2017. http://www.teses.usp.br/teses/disponiveis/11/11132/tde-14032018-125353/.
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O setor sucroenergético é um dos mais dinâmicos do país. Sua importância na economia brasileira é evidente, sendo um grande empregador, gerador de divisas externas, contribuindo para o crescimento econômico. Com o aumento da disponibilidade de informações e da conscientização da sociedade, as causas sociais e ambientais ganharam mais destaque. As certificações surgem como uma resposta para a sociedade, além de promover melhorias de acordo com seus requisitos. Através de estudos anteriores, constatou-se que certificações podem gerar vantagens competitivas para as empresas. Entre as certificações presentes no setor, os selos ISO 9001 e Bonsucro mereceram ser mais detalhadas. A ISO 9001 por ser tradicional, e estar presente em todos os setores da economia. E a Bonsucro, uma certificação socioambiental diretamente relacionada com o setor sucroenergético, além de estar presente nas principais usinas do país. Objetivou-se realizar um levantamento das certificações no setor sucroenergético, e foram identificadas aproximadamente 16 certificações distintas no setor, entre elas, ficou evidente a presença dos selos ISO 9001 e Bonsucro. As certificações podem ser caracterizadas de acordo com suas finalidades, de acordo com o levantamento realizado, observou-se que elas apresentam reconhecimento por práticas de gestão, qualidade, ética, ambiental e social. Por meio de métodos estatísticos de análise de variância (ANOVA), foram realizadas comparações entre as usinas certificadas e não certificadas, está análise contemplou apenas as certificações ISO 9001 e Bonsucro. Objetivou-se também encontrar as particularidades da ISO 9001 e Bonsucro, por meio de aplicação de questionários junto as usinas certificadas, a partir disto, foram mensurados os motivos de obtenção, impactos e dificuldades relacionadas a essas certificações. A certificação ISO 9001 apresentou boa notoriedade com reconhecimento de seus impactos operacionais e de mercado, entre eles, aumento da produtividade, melhoria da qualidade, redução de reclamações. Já a certificação Bonsucro por ter características socioambientais, obteve pouco destaque entre as motivações listadas, porém as usinas concordaram que ela possui impacto de mercado, entre eles, aumento da competitividade e aumento das exportações. Em relação as dificuldades para obtenção das certificações, as usinas relataram que as certificações ISO 9001 e Bonsucro não possuem grandes obstáculos, porém foi constatado que as usinas encontram mais burocracias para obtenção da certificação ISO 9001.The sugar-energy sector is one of the most dynamic in the country. Its importance in the Brazilian economy is evident, being a great employer, generator of foreign exchange, contributing to economic growth. With increasing availability of information and awareness of society, social and environmental causes have gained more prominence. The certifications emerge as a response to society, as well as promoting improvements according to their requirements. Through previous studies, it has been found that certifications can generate competitive advantages for companies. Among the certifications present in the sector, the ISO 9001 and Bonsucro seals deserved to be more detailed. ISO 9001 for being traditional, and to be present in all sectors of the economy. And Bonsucro, a socio-environmental certification directly related to the sugar-energy sector, besides being present in the main plants of the country. The objective was to conduct a survey of certifications in the sugar-energy sector, and identified approximately 16 different certifications in the sector, among them, the presence of the ISO 9001 and Bonsucro seals was evident. The certifications can be characterized according to their purposes, according to the survey carried out, it was observed that they are recognized by management practices, quality, ethics, environmental and social. Using statistical methods of analysis of variance (ANOVA), comparisons were made between certified and non-certified plants, this analysis included only ISO 9001 and Bonsucro certifications. It was also aimed to find the particularities of ISO 9001 and Bonsucro, through the application of questionnaires to the certified plants, from which, the reasons for obtaining, impacts and difficulties related to these certifications were measured. ISO 9001 certification was well-known with recognition of its operational and market impacts, among them, increasing productivity, improving quality, reducing complaints. The Bonsucro certification, due to its socioenvironmental characteristics, obtained little prominence among the motivations listed, but the mills agreed that it has a market impact, among them, increased competitiveness and increased exports. Regarding the difficulties in obtaining the certifications, the mills reported that ISO 9001 and Bonsucro certifications do not have great obstacles, but it was verified that the mills find more bureaucracies to obtain ISO 9001 certification.
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Bacalhau, Tatiana Macedo. "Implementação do sistema de gestão da qualidade NP EN ISO 9001:2008 numa empresa de formação." Master's thesis, Instituto Superior de Economia e Gestão, 2015. http://hdl.handle.net/10400.5/11150.
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Mestrado em Gestão e Estratégia IndustrialO mundo atual onde vivemos está a passar por uma profunda transformação, onde o desenvolvimento está bastante acelerado e não dá espaço de manobra para as entidades que ficam para trás e demonstram relutância em mudar. O objetivo deste trabalho é analisar os benefícios da implementação de um sistema de gestão da qualidade num centro de formação, compreendendo se a norma ISO 9001:2001 é ou não benéfica para a empresa de estudo, a Master D. Foi realizado um estudo, com recurso a uma entrevista ao Diretor Geral, a questionários de resposta fechada a 10 colaboradores aleatórios e à análise documental, procurando averiguar as motivações que levaram a empresa à certificação e respetivos resultados, tanto financeiros como operacionais. Inicialmente a motivação para a implementação da norma deveu-se à política internacional de implementação da certificação a partir da casa-mãe em Espanha, porém com o decorrer do tempo, houve a perceção de que seria uma mais-valia para a empresa, pois existia uma necessidade de cariz interno. Quanto aos resultados após a certificação, os resultados financeiros foram positivos, apenas o ano de 2010 foi negativo. A nível operacional apenas puderam ser observados os anos de 2012 a 2014, porém houve uma melhoria desde o ano em que se começou a fazer a análise da gestão de reclamações. Pode-se concluir que a implementação da norma trouxe muitas vantagens para a entidade e consequentemente para os seus trabalhadores e clientes, sendo a mesma benéfica para a Master D.
The world we live in today is going through a deep transformation, new developments arise at high speed, leaving no space for companies that fall back and are reluctant to change to survive. The purpose of this thesis is to analyze the benefits of the implementation of a quality management system in an education center, in order to understand if ISO 9001:2001 is or is not beneficial to the target company, Master D. This study is based on an interview with Master D?s CEO, a closed questionnaire answered by 10 randomly chosen employees, and document analysis. The objective being to understand the company?s motivation for implementing the certification system, as well as the financial and operational results achieved by this implementation. Initially, the motivation for implementing this norm was due to international implementation policy decreed by headquarters in Spain. However, over time, Master D Portugal understood the value of ISO 9001:2001 because, there was a need to improve internal processes. Master D achieved positive financial results after the implementation, except in 2010 where the results were negative. The operational results which were abel to be analyzed were those only from 2012 to 2014 however, there was a significant improvement from the year in which the analysis of complaints management was set in place. One can conclude that the implementation of ISO 9001:2001 brought many advantages to the organization, and consequently to employees and clients, having been beneficial for Master D.
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Contecha, Christian Narvaez. "Analysis of benefits of the process of certification on international standars: ISO 9001-2008 for Mapfre Assistencia Portugal." Master's thesis, NSBE - UNL, 2012. http://hdl.handle.net/10362/9597.
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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Finance from the NOVA – School of Business and EconomicsThis report provides a preliminary analysis and evaluation of the current situation of Mapfre Assistance Portugal in terms of productivity, performance, processes and need of implementing the ISO 9001:2008 standards for the assistance service (call-center). The decision about focusing on this part of the group of activities that compound the whole services and products is mainly addressed to the fact that this process is vital when talking about reducing or avoiding unnecessary costs. Thus, the study focuses on the performance in terms of services rendered, files opened, turnover along the years and complaints, as well as the analysis of the flow of process (call center) along with some statistics about ISO 9000, ISO 9001 and related data from competitors. The results showed that the processes are going accordingly with the expectations of the company as the number of complaints is low compared with the turnover, the services required have no high variations and productivity levels are significantly positive. This happens even when there are not documented records of the procedures that could contribute with the effective allocation of work and activities.The report concludes that the possibility of Mapfre Assistance Portugal entering in a ISO 9001:2008 certification process is low, since the costs of certification are higher than the benefits that might arise, given the present strategic objectives that Mapfre Asistencia in Portugal is following, the economic situation of the country and the perception of ISO certifications in the sector and the country itself. The strategies of the company would require the use of different tools and the planning of different strategies towards the accomplishment of the general targets of the group (Mapfre Asistencia). Thus, the recommendations are addressed more towards to policies that increase and improve the net of providers which can meet requirements and expectations from customers about solving issues related to greater speed and reliability. Therefore, relation management strategies will be more appropriate since allow the company to get to know the needs of different actors, namely: customers, suppliers, employees and managers; and finally keep focused on internal control in order to improve the dimensions rated as low by customers.
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Mok, In Fan. "An exploratory study on ISO 9001 certification in the Macau SAR Government : a case study of University of Macau." Thesis, University of Macau, 2010. http://umaclib3.umac.mo/record=b2555225.
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Lopez, Roxane. "D' un système de management de la qualité basé sur l'amélioration à un système de management de la qualité basé sur les connaissances." Grenoble INPG, 2006. http://www.theses.fr/2006INPG0006.
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De nos jours les entreprises sont confrontées à une augmentation de la complexité et doiVent faire face à des changements constants dans leur environnement. Dans de telles circonstances, c'est un défi pour elles d'améliorer continuellement leurs performances. Le management de la qualité et le management des connaissances visent conjointement cet objectif. L'hypothèse de cette thèse est que l'efficacité du système de management de la qualité industrielle peut être améliorée par la création de nouvelles connaissances. Pour la vérifier, ce travail s'appuie sur une étude de cas déployée à l'usine St Jean de Maurienne du groupe Alcan, spécialisée dans la production d'aluminium; cette étude a duré quatre ans et a impliqué sept cents employés. Ce site, certifié ISO 9000 depuis 1995, a mobilisé les synergies du système de management de la qualité en place pour créer de nouvelles connaissances à l'aide d'un processus spécifique. Celui-ci a pour mission fondamentale de permettre aux employés de suggérer et d'expérimenter leurs idées d'amélioration pour résoudre les problèmes quotidiens qu'ils rencontrent; 600 nouvelles idées ont ainsi été collectées, dont 152 ont déjà été expérimentées avec une valeur ajoutée mesurable. Une étude critique de l'ensemble de la démarche et de ses résultats a conduit à des propositions d'amélioration du processusNowadays companies are facing an often-cited increase of their environmental complexity and dynamics that result in the necessity to cope with constant changes in their environment. Ln such circumstances it is a challenge for a company to continuously improve the efficiency of its activities. Knowledge and quality management aim this same goal. The hypothesis of this PhD is that the efficiency of the quality management system cou Id be improved by the creation of new knowledge. 50 this work focused on a case study which took piacE in an Alcan electro-metallurgy plant during four years and involved seven hundred employees. This plant has got the ISO 9001 standard since 1995 and we succeeded in using the quality synergies in order to create new knowledge thanks to a specific process. The aim of this process is to allow employees to suggest and experiment their own improvement ideas to solve daily problems. This new process allowed the suggestion of 600 new ideas, and 152 experimented ideas with a measurable added value. A critical study of the process entailed us to propose improvements
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Ferreira, Tiago Rodrigues Alves da Nobrega. "Uma nova orientação estratégica para a gestão da qualidade? A empresa Global Score." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/10310.
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Mestrado em Gestão e Estratégia IndustrialO presente trabalho pretende explorar o desenvolvimento e orientação de um sistema de gestão de qualidade com base no referencial normativo (ISO 9004:2009) numa empresa contextualizada. Numa primeira parte, é introduzido o conceito de Qualidade nas suas várias vertentes e abordagens. Numa segunda parte, apresenta-se a vertente prática do trabalho realizado, sendo feita uma análise de processos de melhoria na empresa Global Score segundo a metodologia PDCA (Plan, Do, Check, Act). Esta metodologia é aplicada de forma consistente com base nas cláusulas da norma ISO 9004:2009 e onde é feita uma abordagem a todos os processos, definindo objectivos concretos para a melhoria dos mesmos bem como a para a melhoria do sistema de gestão e estruturas organizacionais. Em suma pretende-se, trata-se de uma aplicação prática da implementação de um SGQ adaptada à Global Score que visa a identificação de vantagens e de possíveis melhorias ao sistema de gestão atual e as consequências para a sustentabilidade do negócio.
The current research intends to explore the development and trend patterns of a quality management system based on the Norm ISO 9004:2009, focusing on a specific company. In the first part, we describe the notion of "Quality" from a conceptual perspective as well as its multifaceted aspects and possible approaches. In the second part, we address the practical implications of our research by assessing the processes leading to enhancing the overall performance of Global Score, under the precepts of the PDCA (Plan, Do, Check, Act) methodology. The PDCA methodology is consistently applied throughout our work on the basis of the afore mentioned ISO Norm 9004:2009 by comprehensively addressing all related aspects, defining specific objectives with a view to improve its performance as well as the performance of the management system and respective organizational structures. In summary, our goal is to demonstrate the practical application of the implementation of the QMS applied to Global Score with the purpose to identify the advantages and eventual benefits of the current management system as well as its effects on the sustainability of Global Score line of business
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Serhan, Hiam. "Pratiques d’appropriation et dynamique des connaissances de la norme ISO 9001 : outil de conformation et creuset d'innovation." Thesis, Université Paris-Saclay (ComUE), 2017. http://www.theses.fr/2017SACLA031.
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Cette recherche s’inscrit dans l’approche évolutionniste de la firme. A travers ses deux parties, conceptuelle et empirique, nous tentons de combler une lacune dans la littérature consacrée à la mise en œuvre des exigences de la norme ISO 9001, à travers les questions suivantes : la norme est-elle un outil de gestion qui a pour objectifs stratégiques, la conformation des pratiques opérationnelles aux exigences introduites (fonction exploitation des bonnes pratiques/standardisation), et l’exploration de nouvelles connaissances et opportunités (fonction d’innovation)? Quelles sont les pratiques d’appropriation de ses exigences adoptées par les gestionnaires qualité pour orienter leur valeur appropriative vers l’une ou l’autre stratégie ? Quelles sont les perturbations qui émergent dans les systèmes d’activités des gestionnaires suite à l’application de nouvelles règles de travail ? Quels sont les apprentissages et les innovations induites par la mise en œuvre des exigences dans les activités des acteurs ?Afin de répondre à ces questions, nous analysons la norme sous le prisme des éléments qui structurent et dynamisent les outils de gestion : un artefact formé par des connaissances expertes scientifiques et techniques encodées sous forme d’exigences à appliquer ; une philosophie gestionnaire qui interprète et instrumentalise ces exigences par des pratiques de management de la qualité ; et une vision réductrice des connaissances pratiques et relationnelles, nécessaires au changement et évolution des routines dans l’entreprise. A travers le modèle du système d’activité - qui soutient que la connaissance évolue constamment dans la pratique - nous avons mené notre étude empirique auprès de douze gestionnaires qualité des entreprises du secteur agro-alimentaire.Nos résultats montrent que les pratiques d’appropriation de la norme, ont une double fonctions : l’assurance qualité par la codification et la standardisation des bonnes pratiques opérationnelles, et l’exploration des opportunités aptes à valoriser les compétences organistaionnelles. Les perturbations ou conflits qui émergent lors de l’application des nouvelles règles, sont liées au caractère paradoxal des exigences de la norme (formaliser l’informel ; allier conformation et créativité ; imposer des règles élaborées loin de leurs lieux d’application), et au style managérial en place (directif ou participatif). Ces pratiques génèrent trois formes d’apprentissage : individuel ou opérationnel, collectif et organisationnel. Ces apprentissages permettent des innovations d’exploitation, c’est à dire fondées sur les connaissances codifiées (compétences maîtrisées) par l’entreprise et transformées par de nouvelles valeurs.L’étude empirique montre que les pratiques d’appropriation de la norme sont des pratiques de gestion de trois connaissances : expertes, opérationnelles et relationnelles, orientées vers l’évolution des routines. Elles dynamisent le cycle de d’amélioration continue de la qualité par acquisition, identification, codification et valorisation des connaissances organisationnelles. Ce cycle inscrit davantage la norme comme un outil de valorisation des compétences internes, qu’un moyen de contrôle et d’assurance qualité.Mots clés : Norme ISO 9001, outil de gestion, gestion de connaissances, appropriation, conformité, innovationThis research is part of the evolutionary theory of the firm. Through its conceptual and empirical studies, we attempt to fill a gap in the literature dedicated to the implementation of ISO 9001 standard requirements, through the following questions: Is this standard a management tool oriented to both the conformation of operational practices to the new quality requirements (exploiting good practices/standardization function) and the exploration of new knowledge and opportunities (innovation function)? What are the practices of appropriation adopted by quality managers to orient the standard value towards one strategy or the other? What are the disturbances that emerge in the managers' activity systems during the implementation process of new standard requirements? What kind of learning and innovations are induced by the implementation of the requirements into organizational practices?To answer these questions, we analyse the structure and dynamics of ISO 9001 through the three elements of management tools: an artefact made of scientific and technical expert knowledge that are encoded in the form of requirements to be applied; a management philosophy that interprets and instruments these requirements by quality management practices; and a reductive vision of the practical and relational knowledge needed to change routines in the company. Using the model of activity system- which argues that knowledge is constantly evolving and expanding through practices - we analysed in the empirical study, the quality management practices of 12 managers in the agro food sector.Our results show that the appropriation practices of the standard have a quality assurance function through the codification and standardization of good practices, as well as a knowledge exploration function able to give new values to organizational competencies. The disturbances that emerge during the implementation of the standard’s requirements are linked to their paradoxical nature (formalizing the informal, combining conformation and creativity, application of rules elaborated far from the work place), and management style (exploitative or participative). These functions generate three forms of learning: individual or operational, collective and organizational. These forms of learning induce exploitative or knowledge based-innovations, grounded on the company’s capabilities with new values.The empirical study shows that the practices of appropriation of the standard requirements are processes of knowledge management oriented to the evolution of routines : expert, operational and relational knowledge. They construct the cycle of continuous quality improvement through the processes of acquisition, identification, codification, and leveraging organizational knoweldge. This cycle place ISO 9001 more as a tool for valuing internal skills, than a tool of quality control and assurance.Key words: ISO 9001 standard, management tool, knowledge management, appropriation, conformation, innovation
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Hoss, Marcelo. "Análise das organizações certificadas e não certificadas ISO 9001:2000 na cadeia coureiro-calçadista brasileira : motivações, gestão e resultados." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2007. http://hdl.handle.net/10183/11171.
Full textAbstract:
A globalização tem apresentado ameaças e oportunidades aos negócios das agroindústrias de países em desenvolvimento. Apesar das organizações da América Latina e da Ásia competirem no mercado mundial com baixos custos de produção, estas deveriam desenvolver outras vantagens competitivas como a flexibilidade, o tempo de atravessamento e a qualidade. Empresas não tradicionais, como as da cadeia coureiro-calçadista, estão sendo demandadas por seus clientes a implantarem a certificação ISO 9001:2000 para assegurar a qualidade. Contudo, reporta-se que a obtenção desta certificação por motivação externa, como demanda de clientes, não ocasionaria melhores práticas de gestão e resultados. Desta forma, o objetivo deste estudo foi analisar nas organizações certificadas e não certificadas ISO 9001:2000 da cadeia coureiro-calçadista brasileira as dimensões de práticas de gestão e de resultados, assim como, analisar a dimensão de motivações que levaram as organizações a obter a certificação. Para isso, utilizou-se o levantamento de pesquisa como metodologia. Foram enviados e-mails convites a 1453 empresas para responderem um questionário na internet. O questionário visou captar a percepção dos respondentes em relação às três dimensões estudadas. Obteve-se uma amostra de 130 empresas, 45 certificadas e 85 não certificadas. Primeiramente, foi realizada uma validação interna para demonstrar a confiabilidade e a validade do questionário. Em seguida, realizou-se a validação externa com testes estatísticos não paramétricos para demonstrar a estatística inferencial do estudo. Os fatores extraídos das três dimensões apresentaram correlações positivas nas organizações certificadas. Além disso, empresas certificadas com diferentes motivações que levaram a obtenção da ISO 9001:2000 não apresentaram diferenças significativas nas práticas de gestão e nos resultados. Contundo, as empresas certificadas apresentaram um desempenho superior quando comparadas com aquelas não certificadas. O estudo sugere às empresas não certificadas da cadeia que se motivem para obter a ISO 9001:2000 para que possam melhor desenvolver seus negócios.Globalization has presented both threats and opportunities for businesses of the agrobased industries in developing countries. Latin America and Asia organizations compete on low costs in global market, though they should develop other competitive advantages as flexibility, lead-time and quality. Non-traditional companies, like tannery-footwear industry, have being requested by customers to implement ISO 9001:2000 certification to assure the quality. However, it is reported that attaining the certification for external reasons, as customers demand, would not improve practical management and results. Hence the objective of this study was to analyze, in Brazilian ISO 9001:2000 certified and not certified organizations of the tannery-footwear supply chain, the dimensions of practical management and results, as well as, analyze the dimension of motivations in which organizations obtained the certification. Research survey was applied to collect data. Invitations had been sent by emails to 1453 organizations to fill up a questionnaire on the Internet. The purpose of the questionnaire was to capture the respondent’s perception about three dimensions studied. A sample of 130 organizations, 45 certified and 85 not certified, was obtained. First an internal validation was carried out to demonstrate the extent of reliability and validity of the questionnaire. After that it was carried out an external validation applying nonparametric statistics to demonstrate the inferencial statistics. The extracted factors of three dimensions had positive correlations among certified organizations. Moreover, certified organizations with different motivations to attain ISO 9001:2000 did not show significant differences on practical management and results. However, certified organizations exhibit superior performance when comparing with not certified. The study suggests that not certified organizations should motivate to obtain the ISO 9001:2000 certification in order to improve their businesses.