Práticas de gestão da qualidade e desempenho empresarial nas organizações através do programa de certificação de empresas (PROCEM) do Maranhão

Abstract

Organizations seek to adapt daily to the competitive market by adopting development strategies and growth stance to become competitive. Among the strategies, the optimization of processes through an effective management system is a differential to attract potential customers and keep the current ones in addition to reducing costs and financial gains. The purpose of this study was to analyze the strategic practices adopted and the business performance acquired in the companies from the search for the Company Certification Program. The survey was carried out in a quantitative way, using a questionnaire of 23 objective questions and 03 subjective questions complementary to a sample of 40 companies out of the total population of 80 companies chosen for having at least three years of participation in the Program. The questionnaire was sent by e-mail and visits. The collected data were analyzed using tables and graphs. It was found through the results obtained, that after certification with PROCEM, companies significantly improved their performance, especially with regard to the improvement of production or service processes, delivery times, relationship with suppliers, customer satisfaction and integration with other Program subjects. It was found that in the context of the interviewed companies, quality management is applied as one of the bases of differentiation, being treated as a source of competitive advantage.