Qualidade no processo de contratação de serviços e fornecimentos ferroviários: estudo de caso da CBTU

Abstract

From a Study of Case accomplished over the CBTU process of service and supply contracts, this work proposes the establishment of a managerial system guided to quality. In order to distinguish the existence or not of quality in the process, a research was done about the 71 contracts of the Rio de Janeiro Urban Trains Decentralization, being developed by CBTU, when a map of divergence of the initial contractual conditions was done followed by a diagnosis. As a reference to bad quality, occurred deviations are considered on the contracts related to the elements that characterize a contract under the 8.666/93 Law of Bidding and Contract, no matter what price, object and term. It was concluded that the process was well succeeded, but urges an adoption of a managerial system toward quality. The company developed inwardly a System of Managerial Information (SIG), a powerful managerial tool based on the Ishikawa PDCA cycle. This proposition here endorsed, relates the Juran Trilogy and its concepts of macro and micro processes to the process of contraction at CBTU. A parallelism is done: the chief line of the process is characterized as the macro process while each of the contraction is a micro process.