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Espaço Qualidade

O Planeamento estratégico na óptica da Qualidade 2SODQHDPHQWRHVWUDWpJLFRpRSURFHVVRDWUDYpVGRTXDODJHV WmRGHWRSRFRPDFRODERUDomRGRVJHVWRUHVGHRXWURVQtYHLVGHIL QHSDUDXPGHWHUPLQDGRSHUtRGRDVLQWHQo}HVJOREDLVGDHPSUHVD RVVHXVREMHFWLYRVJHQpULFRVHDVIRUPDVGHRVDOFDQoDU3UHWHQGH VHTXHHVWHSODQHDPHQWRUHVSRQGDDTXHVW}HVFRPRSRUH[HPSOR  4XDORREMHFWLYRJOREDOGDHPSUHVD"  4XDLVVmRRVQHJyFLRVGDHPSUHVD"  'HTXHIRUPDVHGHYHPXWLOL]DURVUHFXUVRVUHDLVGDHPSUHVD GHPRGRDDWLQJLUDVDWLVIDomRGRFOLHQWH"  4XHSURGXWRVPHUFDGRVSUHWHQGHPRVDWLQJLU"  4XHLPDJHPGDHPSUHVDGHYHVHUSURMHFWDGDSDUDRH[WHULRU"  4XHWLSRGHLGHLDVRXILORVRILDVSUHWHQGHDHPSUHVDTXHRV VHXVPHPEURVSRVVXDP"  4XDLVRVJUDQGHVREMHFWLYRVSDUDRSHUtRGRGHDFWLYLGDGHGR ´SODQHDPHQWRµ"

Qualidade ,PSOHPHQWDomRHPDQXWHQomRGHXPVLVWHPDGHJHVWmRGDTXD OLGDGHDWUDYpVGD13(1,62

Informação 2SWLPL]DomRGRVPHLRVGHFRPXQLFDomRPHOKRUDQGRDVXDHIL FLrQFLDWDQWRDRQtYHOLQWHUQRFRPRH[WHUQRQRPHDGDPHQWHFRP FOLHQWHVIRUQHFHGRUHVHDPLJRV

Assim: A Missão 5HIOHFWHRTXHDRUJDQL]DomRSUHWHQGHVHUKRMHFRPRGHYHVHU HQWHQGLGDSHORPHUFDGRKRMHHFRPRGHYHVHUHQWHQGLGDLQWHUQD PHQWH

A Visão

A MISSÃO $0LVVmRGHYHLGHQWLILFDUXPD9LVmRFRUUHVSRQGHQWHDXP´FH QiULRµGHVHMiYHOSDUDDHPSUHVDHTXHFRQVWLWXLXPLGHDOXPDUH IHUrQFLDRULHQWDQGRRVFRPSRUWDPHQWRVHDVGHFLV}HVGRVFRODER UDGRUHVGHYHQGRPRWLYDUDVVXDVDFWXDo}HV $ 0LVVmR GLYXOJD SURSyVLWRV JOREDLV H SHUPDQHQWHV H[SUHVVD LQWHQo}HV IXQGDPHQWDLV DR PDLV DOWR QtYHO GD JHVWmR SURSRUFLR QDQGROLQKDVGHRULHQWDomRSDUDRIXWXUR 'HYH VHU IRUPDOPHQWH H[SUHVVD VHUYLQGR GH JXLD SDUD WRGRV TXDQWRV WUDEDOKDP QD HPSUHVD $ 0LVVmR H[SUHVVDVH GH IRUPD TXDOLWDWLYD GH PRGR D GHL[DU FODUDPHQWH SHUFHSWtYHO FRPR VHUmR H[HFXWDGRVRVVHXVGLYHUVRVREMHFWLYRV pPXLWRLPSRUWDQWHDIRU PDFRPRpIHLWDDGLYXOJDomRHRFRUUHFWRHQWHQGLPHQWRGD´PLV VmRµQRLQWHULRUGDHPSUHVD 

5HIOHFWHRTXHDRUJDQL]DomRTXHUDWLQJLUQRIXWXURFRPRTXHU VHUHQWHQGLGDSHORPHUFDGRDPDQKm

Clarificação da estratégia: 9LVmR²RQGHDHPSUHVDVHLPDJLQDDPpGLRORQJRSUD]R GHILQL omRGDYLVmRHGDPLVVmRGDHPSUHVD  2EMHFWLYRV HVWUDWpJLFRV ² GHFRUUHQWHV GDV OLQKDV HVWUDWpJLFDV REMHFWLYRVHVWUDWpJLFRVDDQRV  2EMHFWLYRVRSHUDFLRQDLV²DOLQKDGRVFRPRVREMHFWLYRVHVWUDWp JLFRV REMHFWLYRVRSHUDFLRQDLVDDQR  2EMHFWLYRVGRVSURFHVVRV²HVWDEHOHFLGRVQRVHQWLGRGHVHDWLQ JLURV´REMHFWLYRVGRVHSURFHVVRVµ

Exemplos Objectivos estratégicos;

METAS E OBJECTIVOS Satisfação dos clientes &RPYLVWDjVXDILGHOL]DomRLUHPRVGHHQFRQWURjVVXDVH[SHFWD WLYDVSURPRYHQGRXPHVStULWRGHFRQILDQoDP~WXD

Competividade &RQVROLGDomR H IRUWDOHFLPHQWR GD QRVVD SRVLomR QR PHUFDGR IRUQHFHQGRSURGXWRVVHUYLoRVGHTXDOLGDGHDRPHOKRUSUHoR

Motivação 3URPRYHUDSDUWLFLSDomRGHWRGRVRVFRODERUDGRUHVQRFXPSUL PHQWR GRVREMHFWLYRVGDRUJDQL]DomR DWUDYpV GD VXDIRUPDomRH YDORUL]DomRFRPRLQFHQWLYRDRWUDEDOKRHPHTXLSD

5HXQLmRFRPDDGPLQLVWUDomRFRPRREMHFWLYRGHGHILQLUDHV WUDWpJLDGRQHJyFLRDPpGLRSUD]RHDSUHVHQWiODGHIRUPDDVHU HQWHQGLGDFRPRPHVPRVLJQLILFDGRSRUWRGRVRVQtYHLVGDHPSUH VD 3DUWLQGR GD 0LVVmR H 9LVmR GD HPSUHVD DJRUD GHWHUPLQDGRV GHILQHPVHDVPRWLYDo}HVSDUDRGHVHQYROYLPHQWRGRQHJyFLR $VVLPHHQWUHRXWUDVPRWLYDo}HVSRGHPRVFRQVLGHUDU  0HUFDGRV²WpFQLFDVGHPDUNHWLQJEHQFKPDUNLQJHVWXGRVGH WHQGrQFLDVGHPHUFDGR  'HFOLHQWHV²WUDWDPHQWRHJHVWmRGHUHFODPDo}HVDYDOLDomR GDVDWLVIDomRGHFOLHQWHV  /HJDO²FXPSULPHQWRGHUHTXLVLWRVOHJDLVHHVWDWXWiULRV  'DVRFLHGDGH²DFFLRQLVWDVPHLRLQWHUQR KLJLHQHHVHJXUDQ oD PHLRHQYROYHQWH DPELHQWH 

MANUTENÇÃO · 15


Espaรงo Qualidade

VISรƒO $SUHWHQGH FRORFDUVH QD YDQJXDUGD GDV HPSUHVDV GH  JD UDQWLQGRDVDWLVIDomRSOHQDGHFOLHQWHVEHPFRPRGHWRGDVDVSDU WHVLQWHUHVVDGDV6HUFRQKHFLGDFRPRXPDHPSUHVDGHUHIHUrQFLD QDVXDiUHDGHDFWLYLGDGH

VALORES        

2ULHQWDomRSDUDRFOLHQWHHSDUDRQRVVRFRODERUDGRU 7UDEDOKRGHHTXLSD 7HQWDUID]HUEHPjSULPHLUD 3ODQHDUDSURYDUHUHDOL]DU /XWDUSHORVREMHFWLYRVLQGLYLGXDLVGRJUXSRHGDHPSUHVD 5HVSHLWRHYDORUL]DomRGRLQGLYtGXR $EHUWXUDjLQRYDomRHjPXGDQoD ,QWHJUDomRQRPHLRVRFLDOHQYROYHQWH

 $VVHJXUDUDH[LVWrQFLDGHUHFXUVRVTXHSHUPLWDPRFXPSUL PHQWRGRVUHTXLVLWRVGDVSDUWHVFRQGX]LQGRDVVLPjVXDVD WLVIDomR  &XPSULURVUHTXLVLWRVOHJDLVDSOLFiYHLVjDFWLYLGDGHGDHPSUHVD  &RUULJLUDVIDOKDVHOLPLQDGRDVVXDVFDXVDVHSUHYHQLUDVXD UHFRUUrQFLDDWUDYpVGH$Fo}HV3UHYHQWLYDV  ,PSXOVLRQDUDFRPSHWLWLYLGDGHIDFHDRXWUDVHPSUHVDV  5HYHUSHORPHQRVXPDYH]SRUDQRR6*4DWHQGHQGRVHPSUH DRVUHTXLVLWRVGDQRUPD13(1,62HWHQGRFRPR EDVHDREWHQomRGHXPDPHOKRULDFRQWLQXD  'LYXOJDUD3ROtWLFDGD4XDOLGDGHDWRGRVRVQtYHLVGDHPSUHVD

POLรTICA DA QUALIDADE $ 3ROtWLFD GD 4XDOLGDGH GDDVVHQWD QR FXPSULPHQWR GRV VH JXLQWHVSUHVVXSRVWRVTXHYLVDPDFRQFUHWL]DomRGD0LVVmR

Pedro Vale vale.pedro@gmail.com

38%

MANUTENร‡รƒO ยท 17

O planeamento estratégico na óptica da qualidade  

Autor: Pedro Vale; Revista: Manutenção nº106 e 107

O planeamento estratégico na óptica da qualidade  

Autor: Pedro Vale; Revista: Manutenção nº106 e 107

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