Uma abordagem multicritério para a seleção de serviços de consultoria e certificação de Sistemas de Gestão da Qualidade

Abstract

Resumo: A implantação de um Sistema de Gestão da Qualidade (SGQ) em uma organização demanda esforço, planejamento e envolvimento de todos. A etapa de seleção de serviços de consultoria (caso haja necessidade) e utilização do método Preference Ranking Organization Method for Enrichment Evaluation II (PROMETHEE II) e do plano Geometrical Analysis for Interactive Aid (GAIA). Palavras-chave: Gestão da qualidade; Decisão multicritério; Certificação; Normas ISO. Abstract:The implementation of a Quality Management System (QMS) in any organization requires efforts, planning, and everyone's involvement. The selection of consultancy services (if needed), and certification services through an Accredited Certification Body (ACB) has an important role in this process. This study aims to propose a structured model to support these two decisions by using a multicriteria focus (MCDA) to guide the design of a methodological framework. In addition, this study considers the maturity level of the organization, and the importance of continuous improvement after implementing ISO 9001. One of the differential points in this study is the detailed scientific technical foundation of the qualifying and selection criteria, of the consultancy and ACB by using ISO standards (9001, 10019, 17021, 19011), and the guidance document CB-25, which is related to quality. Finally, an application was made in a pharmaceutical industry using the PROMETHEE II method, and the GAIA plan. We adopted three scenarios.

Project Management Best Practices in the Implementation of a Quality Management System (QMS) in an Environmental Analysis Laboratory

“…A QMS, besides providing quality improvement in processes and products, by meeting the specifications required in the certification standards, also generates credibility for the organization and helps fulfill objectives [2].…”