Análise da maturidade da gestão da qualidade e do desempenho organizacional em laboratórios de ensaio e calibração

Abstract

This study analyzes the relationship between the level of maturity of quality management and organizational performance in testing and calibration laboratories. The research seeks to fill a theoretical gap by proposing and applying a specific maturity model for this context, structured based on the requirements of ISO/IEC 17025:2017, the principles of organizational performance evaluation from ISO 9004:2019, and key performance indicators (KPIs) focused on strategic dimensions such as operational efficiency, market positioning, and economic-financial performance. The methodological approach is based on the concept of progressive maturity in stages, adapted from Crosby?s (1979) Quality Management Maturity Grid (QMMG). Through the application of a structured questionnaire (survey), information was collected on quality management practices and organizational performance in laboratories located in southern Brazil. The quantitative descriptive analysis demonstrated that higher levels of quality management maturity are positively associated with more structured performance evaluation systems, as well as with better organizational results. The results showed that laboratories accredited and/or recognized according to ISO/IEC 17025:2017 presented a significantly higher level of maturity (M = 4.08; SD = 0.74) compared to non-certified laboratories (M = 2.78; SD = 0.51), t(10) = 3.586, p = 0.005. Similarly, the maturity of the performance evaluation system was higher in certified laboratories (M = 3.60; SD = 0.55) than in non-certified ones (M = 2.14; SD = 0.43), t(10) = 3.198, p = 0.010. Furthermore, a strong and statistically significant positive correlation was found between the maturity of quality management and the maturity of the performance evaluation system (r = 0.870; p < 0.001). In addition to the theoretical contribution, the proposed model represents a practical diagnostic tool with the potential to support laboratories in identifying gaps and making strategic decisions, fostering quality management that is more aligned with long-term organizational objectives. [resumo fornecido pelo autor]