Implantação da ISO 9001: um estudo de caso na empresa de tratamento de água e esgoto do Município de São Gabriel-RS

Abstract

The pursuit of customer satisfaction and the permanence of the company in the market makes more and more companies seek certification to ISO 9001: 2008. This paper presents the implementation process of ISO 9001, in a sanitation company in São Gabriel - RS. For this study sought to conduct a literature review about the Quality Management System; of ISO 9001; the development of forms and internal audit. After the creation of this theoretical basis, we can define that the work would be classified as a case study. The certification of the deployment process is very thorough and requires a large involvement of all employees to become viable. Adherence to a consulting firm allows better management of the 1implementation process, because it guides the Company detected nonconformities and also for alignment with the requirements of the standard. The implementation process has several stages, one of which the internal audit, in which it is possible to identify noncompliance and what actions should be taken to resolve them. Top management must be very committed to the whole process, enabling all necessary resources, and instruct all employees about the importance of certification for the company.