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OLIVEIRA, José Augusto de; NADAE, Jeniffer de; OLIVEIRA, Otávio José de  e  SALGADO, Manoel Henrique. A study on the use of quality systems, programs and tools in companies of interior of São Paulo State. Prod. [online]. 2011, vol.21, n.4, pp.708-723.  Epub 16-Set-2011. ISSN 0103-6513.

The development and implementation of quality management systems and the use of quality tools and programs are some of the most widely used options by managers to increase the competitiveness of their companies. Thus, the goal of this paper is to present the result of a research type survey which analyzed the main characteristics of the ISO 9001 certification process, its benefits and difficulties and which quality programs and tools are used in 236 company headquartered in the interior of São Paulo State. The survey showed that the ISO 9001 certification generates significant benefits to organizations, such as: improved internal processes and their products; increased customer satisfaction; decreased number of non-conformities and discards; increased productivity and profit; improved resources management and improved company image on the market. It also ratified the importance of using quality tools and programs as a way for companies to meet the ISO 9001 requirements. The difficulties to develop and implement these systems are not confirmed in the sample studied. Only the resistance to change, within all the cases presented, was highlighting by the companies.

Palavras-chave : Quality management system; Quality programs; Quality tools; ISO 9001; Interior of the Sao Paulo State.

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