The Quality Management System in Small and Medium-sized Entities: a field study in the city of São Roque, São Paulo State, Brazil

Alequexandre Galvez de Andrade, Nélio Fernando dos Reis and Taune Moreira Geraldo

International Journal of Science and Business, 2019, vol. 3, issue 3, 245-254

Abstract: The conquest of the market is related to meet the needs of customers with a focus for the relational orientation. In this scenario the quality is the guarantee that the implicit and explicit needs will be met. The objective of this study is to identify which requirements of quality were used by micro and small businesses in the city of São Roque, São Paulo State. To attain the object, was conducted bibliographic research and field study, with the application of a questionnaire to 52 companies, containing 37 closed questions using a Likert scale. To analyze the data was applied to factor analysis. This study was considered the limit of revenues of up to R$ 4.8 million to set up small business. The results indicate that the operational requirements related to the product, call the legal norms and communication with customers stood in the analysis, which indicates the need to improve the quality management system to achieve total quality. This study can be applied to small business to diagnose their quality systems and consequently improve processes to achieve better results.

Keywords: Quality Management; Small Business; ISO 9001; Quality Management Principles; Strategy for Quality (search for similar items in EconPapers)
Date: 2019
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