(Instituto de Tecnologia, 2020) MALUF, Rachid Santos; MAGNO, Rui Nelson Otoni
The study analyzes the quality management practices and business performance acquired by companies when implementing a quality management system, seeking certification and recertification in the Company Certification Program (PROCEM) of Maranhão. The research, of a quantitative nature, was conducted with 40 companies that had at least three years of participation in the program. The results indicate that companies significantly improved their performance after certification, especially regarding production processes, delivery times, supplier relationships, customer satisfaction, and integration with other program modules. Quality management is treated as a source of competitive advantage, being applied as a basis for differentiation in organizations.
