GESTÃO DA QUALIDADE DE PRESTADORES DE SERVIÇOS.O CASO DOS EMPREENDIMENTOS DE CONSTRUÇÃO E MONTAGEM DA INDÚSTRIA DO PETRÓLEO E GÁS NATURAL

Abstract

This dissertation presents a study of the Quality Management Systems implemented by project construction and assembly service contractor organizations during project execution. A study was conducted on the cases referring to the contractors rendering construction and assembly services for projects for PETROBRAS. Petroleum, petrochemical and natural gas plants handle extremely dangerous fluids with a wide variety of processes involving different volumes, temperatures and pressures.. An analysis was conducted of reports on Quality Audits performed by PETROBRAS at its project assembly and construction contractors from 2002 to 2004, preserving the confidentiality of the audited companies. The requirements of the reference criterion used as a basis for analysis (ISO 9001: 2000 standard) in which the occurrence of non-conformities is more frequent and those in which the largest number of non-conformities occur were identified. Recommendations are proposed with a view to increasing the conformity level of the Quality Management Systems of these organizations in order to ensure the satisfaction of the final client, the petroleum and natural gas company