A IMPORTÂNCIA DAS AÇÕES CORRETIVAS E AÇÕES PREVENTIVAS NOS SISTEMAS DE GESTÃO DA QUALIDADE - UM ESTUDO EM EMPRESAS CERTIFICADAS ISO 9001 NO ESTADO DO RIO DE JANEIRO

Abstract

Companies with a Quality Management System based upon the International Standard ISO 9001 are focused on continual improvement and one of the major processes required by this Standard is the Corrective and Preventive Actions, here defined as CAPA. This study identified, by means of a ballot with ISO 9001 quality management system certified companies from Rio de Janeiro State, which phases of the referred CAPA process have major contribution to their CAPA effectiveness. Results obtained from the ballot answers were quantitatively and qualitatively reviewed, and all study objectives were achieved: Were identified by the respondent companies the CAPA process phases which gave major contribution to its effectiveness and, within each one of CAPA phases (Problem Identification; Root Cause Determination; Corrective Action Determination; Corrective Action Effectiveness Verification and Documentation/ Replication of Corrective Action Results), the most contributing factors to CAPA effectiveness. Also, was identified that CAPA is a fundamental issue to the continual improvement of the Quality Management System and that the beginning steps, Root Cause Determination and Problem Identification, are the most critical ones to CAPA success.