A relação entre sistemas de gestão da qualidade e desempenho organizacional : um estudo de empresas do setor metalmecânico da serra gaúcha

Abstract

There is no definitive conclusion, in the international literature, about the impact of quality management system in the organizational performance. Besides that, few studies analyzed if the quality management system and processes maturity affect the performance. Considering these gaps, this study analyzes the relation between quality management system and organizational performance (operational, market and economic-financial) in metal mechanic companies of the Serra Gaúcha region. The study was divided into two phases, the first following a qualitative approach, by deep interviews with the company mangers of the studied sector, and the second following a quantitative approach, developed by a survey with the managers of companies in the studied sector. The results show that: i) the companies in the sample have maturity levels in quality and processes management above the average point of the scale (3); ii) statistically there are no significant differences of maturity and performance between ISO 9001certified and non-certified companies; iii) the quality management system maturity positively impacts market and economic-financial performance, however it does not impact in the companies’ operational performance; and iv) the maturity of processes management only impacts in the companies’ operational performance. These results allow concluding that there is space for increasing maturity in quality management and processes management in the metal mechanic companies of the studied region. Therefore it is suggested the implementation of actions in this sense, once those tend to improve the companies’ performance, regardless of whether or not they search for ISO 9001 certification