Resumo:
Companies in general face a big challenge: how to compete at the turning of this century
with big and sudden transformations in globalized world?
This paper has as a central objective to gather a group of models for the development of a
Strategic Quality Management System, as proposal to win this challenge and to reach the
excellence on management of manufacturing and services industries.
The theme is presented with focus addressed for the evolution of the Quality System
through the strategic planning, the implementation of policies and on the process approach,
to establish a system for the continuous improvement of the performance and competitive
capacity of an organization.
A bibliographical review on these models and on its set up form was accomplished and it
served as theoretical basis for creating each stage of the proposed approach.
Then a system approach was structured integrating the analysis of internal and external
sceneries, the Balanced Scorecard, the Policy Deployment, the Processes Management
Approach and having as basic reference the revision 2000 of the ISO 9000 serie and the
excellence criteria of the Brazilian National Quality Prize.
An action research was driven with descriptive and exploratory characteristics, applying
Soft System Thinking as a method to evaluate the adaptation of the system approach in a
Brazilian Aeronautical Industry.
As result was conceived a system approach that integrates several models to reach the
excellence in the Quality Management and a plan of actions to adapt the implementation of
this approach to the context of the organization. This process happened in a participative
way, involving the High Direction and the key people of the company, consolidating Soft
System Thinking as a tool for analysis and definition of solutions in a complex systems of
human activities.
In short, this paper serves as a route for studies about evolution of Quality Systems in order
to achieve the excellence.
