Sistema de gestão da qualidade ISO 9001: o processo de manutenção em uma indústria de soluções minerais

Abstract

The study aimed to identify the difficulties in maintaining the NBR ISO 9001 Quality Management System in a Mineral Solutions Industry in Paraíba, the country's main bentonite producer, located in the municipality of Boa Vista, in Cariri, Paraíba. This is a descriptive study, with a quantitative and qualitative research approach. A semi-structured interview script, applied to the General Manager, and a structured questionnaire applied to the team responsible for Quality Management, supervisors, supervisors and operational employees, were used as data collection instruments for a total of 21 respondents. During the research, data were collected regarding how the guiding principles of quality management are applied in the company with questions directed to the general manager, and affirmations in the Likert type scale, which seek to understand the perception of employees in relation to some aspects belonging to such the company studied. The difficulties identified were: anxiety about results; this difficulty was pointed out by the employees as the main one, but considering that the company has been certified by ISO since 1998, it is normal for the company to seek results compatible with the investment; ISO has made the process more bureaucratic, since there is a large volume of documentation at all levels of the organization; lack of training and training, bringing with it the difficulty of keeping the system up to date; lack of time to reconcile day-to-day tasks with that proposed by ISO, due to the dynamics of the work routine; allocate people and materials necessary for operation and process control. It is concluded that the company studied seeks to adapt, but presents difficulties in the Requirement Support of the standard, since according to the discourse of the employees, there are a few employees and insufficient training.