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Apostila Qualidade

Apostila Qualidade

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Apostila sobre Gerenciamento da Qualidade Total.
Apostila sobre Gerenciamento da Qualidade Total.

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Published by: Gerisval Alves Pessoa on Sep 30, 2008
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CENTRO DE ENSINO ATENAS MARANHENSE - CEAMA

FACULDADE ATENAS MARANHENSE - FAMA
CURSO DE ADMINISTRAÇÃO
Gestão da
Qualidade Total
Geis!al Al!es "essoa
São Lu#s
A$osto de %&&'
© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 1
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
SUM(RIO
INTRODUÇÃO
.......................................................................................................... )
O*+ETI,O
................................................................................................................. -
"ROGRAMA DO CURSO
.......................................................................................... -
TRANS"AR.NCIAS DO CURSO
.............................................................................. /
E0ERC1CIO N
o
2 - COMO DESCRE,ER UM NEG3CIO E LE,ANTAR AS
NECESSIDADES DOS CLIENTES
.......................................................................... --
E0ERC1CIO N
o
% - COMO ESTA*ELECER INDICADORES DE
DESEM"ENHO
E CONSTRUIR UM GR(FICO SEQUENCIAL
......................................................... /2
E0ERC1CIO N
o
) - COMO ELA*ORAR UM FLU0OGRAMA
.................................. 45
E0ERC1CIO N
o
- - COMO ELA*ORAR UM "ROCEDIMENTO
O"ERACIONAL ... 5/
E0ERC1CIO N
o
/ - COMO TRATAR UMA ANOMALIA
........................................... '%
E0ERC1CIO N
o
4 - COMO ELA*ORAR UM "LANO DE AÇÃO
.............................. 66
REFER.NCIAS
.........................................................................................................2&%
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 2
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
INTRODUÇÃO
É com satisfação que apresentamos o Módulo Gestão da Qualidade Total,
composto
de uma base teórica e exercícios para fixação dos conceitos e aplicação
na prática
do diaadia no !erenciamento das or!ani"aç#es.
$i%emos, atualmente, em um mundo de economia !lobali"ada, num
mercado sem
fronteiras, que le%a as empresas a buscarem uma maior
competiti%idade de seus
produtos e&ou ser%iços. 'ara que estas empresas (or!ani"aç#es )umanas*
sobre%i
%am a lon!o pra"o neste ambiente competiti%o, + necessário que se ten)a
um exce
lente sistema de !estão e, que o mesmo, aborde uma filosofia !lobal do
ne!ócio (%i
são )olística*.
, sistema que apresentamos + a Gestão da Qualidade Total, que busca
maximi"ar
os resultados das or!ani"aç#es atra%+s da satisfação simult-nea de todas
as .pes
soas. que com elas se relacionam no diaadia, ou se/a, os clientes,
empre!ados,
acionistas, meio ambiente, comunidade, sociedade e fornecedores.
'ara satisfa"er estas pessoas, + necessário0 uma estrutura
or!ani"acional %oltada
para o mercado, atuando de forma sistemati"ada e científica, tomando
decis#es ba
seadas em dados e fatos1 um sistema de padroni"ação bem definido para
!arantir a
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 3
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
pre%isibilidade dos resultados esperados pelos clientes e para que se
possa buscar
mel)orias (competiti%idade* de forma consistente1 um sistema de
indicadores de de
sempen)o, para a%aliar os resultados1 e um controle da qualidade, para
manter estes
resultados.
2speramos que este Módulo, a/ude de forma prática a tornar a sua
or!ani"ação mais
competiti%a.
3ons estudos e boa prática4
Geris%al 5l%es 'essoa
6ão 7uís, 89 de a!osto de :88;.
© Gerisval Pessoa
O*+ETI,O
<apacitar os alunos no conceito e na prática da Gestão da Qualidade
Total.
" R O G R A M A
=8 2%olução da Qualidade como 6istema 5dministrati%o

=9 Qualidade <onceitos e >efiniç#es
=: <onceito de Qualidade Total (GQT*
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 4
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total

=? Gerenciando para a Máxima <ompetiti%idade
=@ Gerenciando atra%+s do 6><5&'><5
=A 2%olução da Garantia da Qualidade
=B <rescimento do 6er Cumano na 2mpresa
*7 'adr#es Dundamentais da 2mpresa
*8 'adr#es ,r!ani"acionais
=E Fndicadores de >esempen)o
=98 Dunção 'adroni"ação
=99 Tratamento de 5nomalia
=9: <omo 5tin!ir Metas
=9? <omo 2stabelecer o seu 'lano de 5ção
=9@ Gerenciando sua Gotina >iária
© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 5
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
1900 1910 1920 1930 1940 1950
1960 1970 1980
2a. GUERRA
MUNDIAL
GUERRA
COMERCIAL
FATOR
TÉCNICO
FATOR
HUMANO
HISTÓRIA DO DESENVOLVIMENTO
DA QUALIDADE TOTAL COMO
SISTEMA ADMINISTRATIVO
SHEWHART
TAYLOR
J
U
S
E
DEMÌNG
JURAN
FEÌGENBAUM
CROSBY
MASLOW
McGREGOR
HERZBERG
CONCRETÌ-
ZAÇÃO DO
TQC
CCQ
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88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 6
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
QUALIDADE - CONCEITOS E DEFINIÇ9ES
5 pala%ra qualidade tem muitas definiç#es, que %ariam de pessoa para
pessoa, de
especialista para especialista. 5 se!uir, apresentamos al!umas destas
definiç#es0
9 Qualidade + a ausHncia de fal)as. (IJG5K*.
: 5 qualidade consiste nas características do produto que %ão de
encontro Ls
necessidades dos clientes e dessa forma proporcionam a satisfação
em relação
ao produto. (IJG5K*.
? Qualidade + adequação ao uso. (IJG5K*.
@ Qualidade + o /ul!amento feito pelos clientes ou usuários de um
produto ou
ser%iço1 + o !rau em que os clientes ou usuários sentem que o
produto ou ser%iço
exceda suas necessidades e expectati%as. (GFT7,M*.
A É a combinação de características de produtos e ser%iços referentes a
marNetin!,
en!en)aria, produção e manutenção, atra%+s das quais produtos e
ser%iços em
uso corresponderão Ls expectati%as dos clientes. (D2FG2K35JM*.
B Qualidade + a totalidade de características de uma entidade que l)e
confere a
capacidade de satisfa"er as necessidades explicitas e implícitas dos
clientes.
(K3G F6, ;@8:*
O Qualidade + conformidade com os requisitos. (<G,63P*
; Jm produto ou ser%iço de Qualidade + aquele que atenda
perfeitamente, de forma
confiá%el, de forma acessí%el, de forma se!ura e no tempo certo Ls
necessidades
do cliente. (D57<,KF*.
E Qualidade + percebida e /ul!ada pelo cliente em função de suas
expectati%as ou
necessidades('266,5, G.*.
98 >emin! estabeleceu quator"e pontos, con)ecidos como princípio de
>emin!, que
representam os fundamentos de sua filosofia para alcançar a
Qualidade0
<riar const-ncia de propósitos na mel)oria contínua de produtos e
ser%iços
5doção da no%a filosofia
Kão depender da inspeção em massa
<essar a prática de a%aliar as transaç#es apenas com base nos preços
Mel)orar continuamente o sistema de produção e ser%iços
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 7
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
Fnstituir o treinamento profissional do pessoal
Fnstituir a liderança
2liminar o medo
Gomper as barreiras entre os departamentos
2liminar .slo!ans. e exortaç#es para o pessoal
2liminar quotas num+ricas
Gemo%er barreiras ao or!ul)o do trabal)o bem reali"ado
Fnstituir um %i!oroso pro!rama de educação e recicla!ens nos no%os
m+todos
'lanos de ação0 a!ir no sentido de concreti"ar a transformação
dese/ada.
© Gerisval Pessoa
GERENCIANDO COM O GQT
Gerenca!en"# $$"e!a"%a&# e cen"'(c#) en(#can&#
a $a"$(a*+# &e "#&a$ a$ ,e$$#a$ $!-."anea!en"e
S#/re001nca
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4
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6
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 8
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
=2RODU>IR CADA VE> MAIS E MELHOR
COM CADA VE> MENOS=.
2RODUTIVIDADE
ROM2IMENTO
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 9
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
CONCEITO DE “MEIOS E FINS”
1954 - ABRAHAM MASLOW
Autoridad R!"o#!a$i%idad
&ro'!!o! R!u%tado!
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 10
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
DIMENSÕES DA QUALIDADE
Q-a.&a&e
C-$"#
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M#ra.
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D!en$@e$
C.en"e
C#!-n&a&e
C.en"e
Ac#n$"a
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88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 11
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
DEFINIABO DE META
É -! a.0# a $er a"n3&#. De0e $er -!a n(#r!a*+# c.ara) c#nc$a)
e$"ar &e(n&a n# "e!,#) $er !en$-r?0e. e ,re(erenca.!en"e
n-!Crca.
EDe!,.#$E
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88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 12
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 13
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 14
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
ESTILOS X EFICÁCIA
DO GERENCIAMENTO
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88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 15
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 16
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
A
S
C
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88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 17
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
A
2
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GERENCIAMENTO 2ARA MELHORAR
META DE MELHORIA
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 18
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
GERENCIAMENTO DA ROTINA E
GERENCIAMENTO 2ELAS DIRETRI>ES
GERENCIAMENTO
DA ROTINA
GERENCIAMENTO
DA ROTINA
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88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 19
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
2DCA A2LICADO COM OS OLJETIVOS DE MANTER
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 20
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 21
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 22
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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© Gerisval Pessoa
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 23
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 24
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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A HIERAR)*IA DAS NECESSIDADES A HIERAR)*IA DAS NECESSIDADES
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potencial, auto-desenvolvim.,
criatividade, auto-expressão,
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independência, reputação.
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amizade, associação, de
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 25
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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• SENSO DE A*TO-DISCI&LINA
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 26
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
RESULTADOS DOS :S
Procedimentos
de Trabalho
Mais fáceis
Mais seguros
Mais simples
Mais rápidos
Mais limpos
Melhores
Mais baratos
Beneficiados
Empregado Cliente (Produto)
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 27
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
&ARA )*E SER:E O &RO+RAMA 5S@ &ARA )*E SER:E O &RO+RAMA 5S@
&ARA &ROMO:ER O BEM ESTAR DO HOMEM
&ARA A MELHORAR A )*ALIDADE DE :IDA
&ARA &RE:ENIR ACIDENTES
&ARA A*MENTAR A &ROD*TI:IDADE
&ARA MELHORAR O MORAL DOS EM&RE+ADOS
&ARA MELHORAR O AMBIENTE DE TRABALHO
&ARA M*DAR DE COM&ORTAMENTOS E HABITOS
&ARA INCENTI:AR A CRIATI:IDADE
&ARA &RE:ENIR )*EBRAS
&ARA ELIMINAR DES&ERDBCIOS
&ARA DESEN:OL:ER ELEMENTOS BASICOS DO +)T
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 28
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
O 7u C o S#!o d *ti%iDa12o O 7u C o S#!o d *ti%iDa12o Siri Siri@ @
/ id#tiEi'ar o! it#! 4atriai! #'!!9rio! d!#'!!9rio! d
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NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 29
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
O 7u C o S#!o d A!!io O 7u C o S#!o d A!!io
SiKt!u SiKt!u@ @
• / 0riEi'ar ! o "#!a4#toF ! o !"Irito do "ro3ra4a !ta
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S8it!uK S8it!uK@ @
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• / ad7uirir $o#! 89$ito!-
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 30
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
CONCEITO E OB5ETI:O DO CC) CONCEITO E OB5ETI:O DO CC)
CONCEITOE
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NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 31
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
F*NDAMENTOS DO CC)
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NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 32
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 33
Abrir espaços para que o empregado possa apresentar sugestões de
melhorias nas atividades da EMPRESA. E mais do que: ser rec#n7ec&#
e ,re!a&# por sua iniciativa.
Participar, criar e melhorar a relação EMPRESA/empregado,
colaborando com idéias novas que levarão a EMPRESA a se manter
mais produtiva e competitiva.
Satisfazer as necessidades sociais de estima e realização por pertencer
à EMPRESA além de proporcionar a oportunidade de ser rec#n7ec&# e
,re!a&#.
OLJETIVOS DO 2ROGRAMA
DE SUGESTUES
O Programa de Sugestões visa obter RESULTADOS 2ARA A EM2RESA
através do desenvolvimento do 2OTENCIAL CRIATIVO DO
EM2REGADOE
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 34
Melhorar os processos produtivos.
Melhorar as condições de trabalho.
Melhorar a produtividade.
Melhorar as relações interpessoais.
Melhorar o "clima" da empresa.
Melhorar a ação gerencial.
Melhorar a percepção e a visão crítica.
Melhorar a comunicação entre os empregados.
UTILI>AABO DO 2ROGRAMA DE
SUGESTUES COMO FERRAMENTA
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
CREN?AS
S2o 'o#0i'1M! I#ti4a! adotada! 'o4 ECF ou u4
'o#Gu#to d !#ti4#to! 7u u4 i#di0Iduo ou
or3a#iDa12o a3r3a ao %o#3o d !ua Hi!t6#'ia-
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 35
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
:ALORES
S2o #or4a!F "ri#'I"io! ou "adrM! !o'iai!
a'ito! ou 4a#tido! "or i#di0Iduo!F '%a!!F
or3a#iDa12o ou !o'idad-
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 36
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
/TICA
/ !4"r u4a i#da3a12o !o$r 'o4o
EaD4o! o 7u EaD4o!F i#di'a#do u4a
#'!!idad d #'o#trar4o! u4 "o#to
d %3iti4a12o d #o!!a! a1M!- &o#to
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#o !"a1o-
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 37
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
MISS;O
/ a raD2o da Hi!t6#'ia da or3a#iDa12oF
d%i4ita#do a! ati0idad! d#tro do !"a1o
7u d!Ga o'u"ar 4 r%a12o a! o"ortu#i-
dad! do #3J'io-
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 38
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
:IS;O
/ u4 7uadro '%aro 7u dEi# o EuturoF
t#do o "odr d 4oti0ar i#!"irar- A
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 39
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
AAUES 2ARA MELHORAR UM
SISTEMA DE GESTBO
Missão
Negócio(s)
Ìdeologia, Valores, Crenças, Código de Ética e Conduta e Conhecimento
Cultura
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 40
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
F*N?;O
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 41
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
+ERENCIAMENTO F*NCIONAL O* DA
ROTINA
/ u4a ati0idad or3a#iDada "ara 7u a
r!"o#!a$i%idad autoridad d 'ada
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 42
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
&ADROES OR+ANI>ACIONAIS
DEi#i12o '%ara da r!"o#!a$i%idad
autoridad d 'ada Jr32o 4"r3ado da 4"r!a<
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 43
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
Mão-de-obra
QUALIDADE INTRÍNSECA
CUSTO
ATENDIMENTO
SEGURANÇA
MORAL
PESSOAS
PRODUTOS
SERVIÇOS
DOS CLÌENTES
DOS VÌZÌNHOS
DOS EMPREGADOS
LOCAL CERTO
QUANTÌDADE CERTA
HORA CERTA
ÌTENS QUE MEDEM A QUALIDADE TOTAL,
PORTANTO A SATÌSÌFAÇÃO DE TODAS
AS PESSOAS
Meio
Ambiente
Método
Matéria
Prima
Máquina Medidas
VOCZ É O 2RESIDENTE
DE UMA 2EQUENA EM2RESA
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 44
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
EBe:#:io CoAo Des:e!e uA Ne$C:io e le!a;ta
as
2 ;e:essidades dos :lie;tes
ODEeti!os 9 2ntender como estruturar o Gerenciamento da Gotina e
descre%er a autoridade e responsabilidade.
: Fdentificar o produto&ser%iço prioritário, seu cliente %ital
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Qualidade Total (q,<,5,M,6*.
MFtodos 9 <ada !rupo de%erá %erificar a experiHncia
profissional de cada
membro e escol)er o tipo de ne!ócio a ser definido.
: 2le!er o produto&ser%iço prioritário, seu respecti%o cliente
%ital e
estabelecer no máximo uma necessidade para cada
dimensão
da Qualidade Total.
, !rupo de%erá preenc)er os campos 5, 3 e < da Tabela F,
utili"ando pincel atRmico.
Mateial 9. Dormulário (Tabela F* (flipc)art*
:. 'incel atRmico (@ cores*
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 45
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
?. Dita crepe
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 46
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 47
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 48
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
DEFINIABO DE
RES2ONSALILIDADE E AUTORIDADE
AUTORIDADE
RESULTADOS
MATÉRIAS
2RIMAS
SATISFAABO
DAS
2ESSOAS
CLIENTES
EM2REGADOS
ACIONISTAS
COMUNIDADE
MEIO
AMLIENTE
MRQUINAS
MBO
DE OLRA
MEDIDAS
MÉTODO
METAS
QUALIDADE TOTAL
RES2ONSALILIDADE
ITENS DE
VERIFICAABO
ITENS DE
CONTROLE
OLJETIVO
SUA RREA GERENCIAL
8MEIOS9
8FINS9
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 49
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
It4 d Co#tro% It4 d Co#tro%
ou I#di'ador-C8a0 ou I#di'ador-C8a0
• São indicadores estabelecidos, a partir dos resultados do trabalho
realizado, que deverão ser acompanhados, gerenciados.
Exemplos: número de reclamaçes, número de impactos
ambientais, !S"#t, volume produzido.
It4 d :riEi'a12o It4 d :riEi'a12o
• São indicadores estabelecidos, entre os $atores causais que mais
a$etam os resultados do trabalho realizado, que deverão ser
acompanhados, gerenciados. %s itens de veri$icação são,
geralmente, estabelecidos a partir dos &'.
Exemplo: Se o volume de produção for um item de controle, a
disponibilidade de equipamentos será um item de verificação.
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 50
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
ITENS DE CONTROLE
SEGURANAA
MORAL
ATENDIMENTO
CUSTO
QUALIDADE
EFEITOS
N
\

D
E

D
E
F
E
I
T
O
S
JG <G :G 6: 26 22 25 2G
4G 4: 4G 4: 4: 62 4; 44
JG <G :G 6G 4: 2G 2G 22
<G ;G :G ;G 2G 45 2: 26
;G 2Q 6G :G 5: 2G 5J 5J
2G 2G 6G 2: 2G 4: 6G 2:
CAUSAS
MAT.
2RIMA
MEIO
AMLIENTE
MEDIDA
MRQUINA MÉTODO
MBO DE
OLRA
ITENS DE VERIFICAABO
IDENTIFICAABO
DE 2RODUTOS
IDENTIFICAABO
DOS CLIENTES
GRRFICO ES2INHA DE 2EIFE
MOTOR A
REDUTOR
REDUTOR A
CORREIA >
CHAVE 5
OUTROS
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 51
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
GRRFICO DE VTEM DE CONTROLE OU DE
VERIFICAABO
8MODELO CONCEITUAL9
J F M A M J J A S O N D J F M A M J J A S O N D J F M A M
0
20
10
VALOR
MÉDÌO
(16)
LENCHMAR]
META
(8)
(4)
LINHA DE
META
VALOR
MÉDÌO
1995
VALOR
MÉDÌO
1996
1997 1998 1999
N
T
M
E
R
O

D
E

A
C
I
D
E
N
T
E
S
Elementos importantes do gráfico:
1. Ìndicador escolhido
2. Histórico (valor médio) dos 3 últimos anos
3. Benchmark
4. Valores das metas
5. Linha de meta
MELHOR
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 52
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
EBe:#:io CoAo estaDele:e ite;s de :o;toleG
ite;s de
% !ei>i:a=ão e :o;stui uA $H>i:o
seIJe;:ialK
ODEeti!os 9 5prender como estabelecer o sistema de !erenciamento
de um
ne!ócio, atra%+s de itens de controle e %erificação com
Hnfase na
.!estão L %ista..
: 5prender como construir um !ráfico seqTencial para o
acompa
n)amento do desempen)o de um item de controle.
MFtodos 9 <om base no exercício 9, cada !rupo de%erá
estabelecer os itens
de controle para as necessidades do cliente, priori"ando os
mesmos.
, !rupo de%erá preenc)er os campos >, 2, D e G
(completar o
exercício 9*. 'ara o item de controle prioritário e
respecti%os itens
de %erificação, de%erão ser simulados !ráficos de controle.
: <om base nas informaç#es contidas na proposição deste
exercício,
mostrada a se!uir, cada !rupo de%erá construir, em papel
flipc)art
quadriculado, um !ráfico seqTencial para um item de
controle
prioritário. , !rupo de%e se!uir as etapas para construção
do
!ráfico seqTencial que são descritas e exemplificadas nas
próximas pá!inas.
5pós a execução do exercício será distribuído o !abarito,
com
comentários do instrutor.
Mateial 9. Dormulário F<&F$ (Dlipc)art*
:. 'incel atRmico (@ cores*
?. G+!ua
@. 'apel flipc)art
A. Dita crepe
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 53
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
B. Dormulário de 7e%antamento de Kecessidades do <liente
(Dlipc)art*
O. 'roposição do exercício sobre como construir um !ráfico
seqTencial
para um item de controle.
© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 54
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
D
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T
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R
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© Gerisval Pessoa
CoAo Co;stui uA GH>i:o SeIJe;:ial
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 55
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
<aa uA IteA de Co;tole
O $ee;te da la!a;deia LA,*EM adotou :oAo <ioitHios os
se$ui;tes
ite;s de :o;tole7
=9A 'rioridade 90 'orcenta!em de roupas danificadas (Qualidade*
=9B 'rioridade :0 'orcenta!em de entre!as atrasadas (5tendimento*
Os LDe;:MAaNsO <aa estes ite;s de :o;tole são7
=9O 'orcenta!em de roupas danificadas0 9U
=9; 'orcenta!em de entre!as atrasadas :U
As Aetas de AelMoia estaDele:idasG ;o i;#:io de 2665G <aa estes
ite;s de
:o;toleG >oaA7
=9E Gedu"ir a porcenta!em de roupas danificadas de @U para :U at+ ?9&9:&EO
=:8 Gedu"ir a porcenta!em de entre!as atrasadas de 98U para AU at+ ?9&9:&EO
"aa a:oA<a;Ma o ati;$iAe;to da Aeta e>ee;te ao iteA de
:o;tole
"o:e;ta$eA de Rou<as Da;i>i:adasG o $ee;te da LA,*EM
:o;stuiu uA
$H>i:o seIJe;:ialK
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 56
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
TaDalMo dos Gu<os
EBe:#:io
CoA Dase ;os dados Aostados ;a taDela aDaiBo e ;o AFtodo eA
a;eBoG
os $u<os de!eão :o;stui uA $H>i:o seIJe;:ial <aa o iteA de
:o;tole
"o:e;ta$eA de E;te$as AtasadasG o;de
'orcenta!em de KVmero de entre!as atrasadas
entre!as atrasadas W
KVmero total de entre!as
reali"adas pela 75$32M
M1$
2#rcen"a3e!
J
9,7
F
10,2
M
9,5
A
7,8
M
7,5
J
7,0
J
6,4
A
5,5
S
5,1
O
4,8
N
5,0
D
4,6
2#rcen"a3e! Men$a. &e En"re3a$ A"ra$a&a$ &a La0an&era
LAVLEM e! 5JJ<
'orcenta!em m+dia de entre!as atrasadas na 75$32M em 9EEA W 98,B
'orcenta!em m+dia de entre!as atrasadas na 75$32M em 9EEB W 98,8
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 57
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
MFtodo <aa a Co;stu=ão de uA
GH>i:o SeIJe;:ial <aa uA IteA de Co;tole
2K DETERMINE O ITEM DE CONTROLE CU+O DESEM"ENHO SER(
ACOM"ANHADOK
2xemplo0
'orcenta!em de roupas danificadas na la%anderia 75$32M, onde
'orcenta!em de KVmero de roupas danificadas
roupas danificadas W Q 988
KVmero de roupas la%adas,
secas e passadas
%K DETERMINE A UNIDADE DE MEDIDA DO ITEM DE CONTROLE
2xemplo0 U
)K COLETE DADOS REFERENTES AOS ,ALORES MPDIOS ASSUMIDOS
"ELO ITEM DE CONTROLE NOS DOIS ANOS ANTERIORES
2xemplo0
9EEA0 @,;U
9EEB0 @,8U
-K DETERMINE O ,ALOR DO O*ENCHMARQO
2xemplo0 9U
/K ESTA*ELEÇA A META A SER ATINGIDA ?,ALOR A SER ALCANÇADO
E
"RARO NO QUAL ESTE P CONSEGUIDO@K
Ge!ra prática para se estabelecer metas de mel)oria0 mel)orar A8U em
relação a situação atual, no pra"o de um ano.
2xemplo0
Gedu"ir a porcenta!em mensal de roupas danificadas na la%anderia
75$32M de @U para :U, at+ ?9&9:&EO
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 58
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
4K INICIE A CONSTRUÇÃO DO GR(FICOG ESCOLHENDO UMA ESCALA
DE
F(CIL LEITURA "ARA O EI0O ,ERTICALK
?a@ 6e a direção .mel)or. + para baixo 7
, menor %alor da escala de%e ser inferior ao .benc)marN. . , %alor
maior da
escala de%e ser superior ao %alor máximo obser%ado para a m+dia
anual ou
mensal do item de controle. Quando o !ráfico for construído em
papel 5@, uma
su!estão + deixar de ; a 9:cm entre o menor e o maior %alor da
escala.
2xemplo0
.3enc)marN.0 9U
$alor máximo obser%ado para a m+dia anual do item de controle0
@,;U
Kestas condiç#es + apropriado escol)er0
Menor %alor da escala0 8U
Maior %alor da escala0 AU
>i%is#es da escala0 de 9U em 9U, com 9U W :cm
'ortanto0
<omprimento do eixo %ertical0 98cm.
?D@ 6e a direção .mel)or. + para cima 7
, menor %alor da escala de%e ser inferior ao %alor mínimo obser%ado
para a
m+dia anual ou mensal do item de controle e o maior %alor da escala
de%e ser
superior ao .benc)marN.. Quando o !ráfico for construído em papel
5@, uma
su!estão + deixar de ; a 9:cm entre o menor e o maior %alor da
escala.
5K ESCOLHA UMA ESCALA A"RO"RIADA "ARA O EI0O HORIRONTALK
Si$a as se$ui;tes oie;ta=Ses <aa Aa:a as di!isSes do eiBo
MoiTo;tal7
=:9 5s duas barras que representarão as m+dias dos anos anteriores de%em ter
a
mesma lar!ura.
=:: ,s espaçamentos entre as duas barras e entre a Vltima barra e o primeiro
mHs do
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 59
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
ano em curso de%em ser i!uais L metade da lar!ura das barras.
=:? ,s espaçamentos entre os meses de%em ser i!uais.
=:@ , comprimento do eixo )ori"ontal (considerando apenas a dist-ncia do mHs
de
/aneiro ao mHs de de"embro do ano em curso* não de%em ser muito
maior ou
muito menor que o comprimento do eixo %ertical.
2xemplo0
=:A 7ar!ura das barras0 9cm.
=:B 2spaçamento entre os meses0 9cm.
Kestas condiç#es0
=:O <omprimento do eixo )ori"ontal (meses*0 9:cm.
© Gerisval Pessoa
'K DESENHE AS ESCALAS EM "A"EL MILIMETRADO
2xemplo0 Di!ura 9.
6K IDENTIFIQUE AS ,ARI(,EIS RE"RESENTADAS EM CADA EI0O E A
UNIDADE
DE MEDIDA UTILIRADAG QUANDO FOR O CASOK
2xemplo0 Di!ura 9.
2&K CONSTRUA AS *ARRAS "ARA RE"RESENTAR OS RESULTADOS
MPDIOS
DOS ANOS ANTERIORESK
5 altura de cada barra de%e ser i!ual ao resultado m+dio
correspondente.
2scre%a o resultado m+dio no topo de cada barra.
2xemplo0 Di!ura 9.
22K DESENHE UMA LINHA TRAÇE+ADA LIGANDO O ,ALOR MPDIO DO
ANO
ANTERIOR AO ,ALOR DA METAK ESTA LINHA P DENOMINADA DE
LINHA
METAK
2scre%a o %alor da meta no final da lin)a meta.
2xemplo0 Di!ura 9.
2%K DESENHE UMA LINHA HORIRONTAL "ARA RE"RESENTAR O
O*ENCHMARQO
Jtili"e um trace/ado diferente do empre!ado para desen)ar a lin)a
meta para
representar o Xbenc)marN.. 2scre%a o %alor do X benc)marN. no final
da lin)a.
2xemplo0 Di!ura 9
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 60
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
2)K DESENHE UMA SETA INDICANDO A DIREÇÃO O MELHORL
2xemplo0 Di!ura 9
2-K MENSALMENTEG COLETE DADOS REFERENTES AO ITEM DE
CONTROLE E
MARQUE OS ,ALORES REAIS O*TIDOS "OR "ONTOS ? K @ NO
GR(FICOK
2xemplo0 >ados.
M1$
2#rcen"a3e!
J
4,2
F
3,9
M
3,0
A
3,1
M
3,0
J
3,0
J
2,2
A
3,2
S
2,1
O
2,0
N
1,9
D
1,8
2#rcen"a3e! Men$a. &e R#-,a$ Dan(ca&a$ na La0an&era
LAVLEM e! 5JJ<
'orcenta!em m+dia de roupas danificadas na 75$32M em 9EEA W @,;
'orcenta!em m+dia de roupas danificadas na 75$32M em 9EEB W @,8
2/K LIGUE OS "ONTOS MARCADOS NO GR(FICO COM LINHAS
CONT1NUASK
2xemplo0 Di!ura 9.
© Gerisval Pessoa
24K REGISTRE AS INFORMAÇ9ES IM"ORTANTES QUE DE,AM
CONSTAR NO
GR(FICOK
Kome da empresa.
Kome da !erHncia.
Fdentificação do item de controle
>imensão da qualidade en%ol%ida.
'eriodicidade do controle.
Gesponsá%el pela construção do !ráfico.
2xemplo0 Di!ura 9.
25K INTER"RETE O GR(FICO SEQUENCIAL
2xemplo0
,s resultados obtidos nos meses de /aneiro e fe%ereiro estão um pouco
acima da
lin)a de meta (no limite da mar!em de toler-ncia de AU*, indicando
que no início
da aplicação das ati%idades de mel)oria era necessário um esforço
maior da
equipe responsá%el. 5 partir de março a mel)oria pre%ista começou a
ser alcan
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 61
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
çada. Ko entanto, ocorreu um resultado ruim no mHs de a!osto, cu/a
causa foi
identificada e eliminada, sendo então possí%el atin!ir a meta no final
do ano de
9EEO.
Fi$ua 2
© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 62
5,0
4,0
3,0
2,0
1,0
4,8
4,0
J F M A M J J A S O N D
MELHOR
2,24
ACUMULADO
P
o
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(
%
)
META
(2%)
"BENCHMARK"
(1%)
95 96
Empresa: Lavbem
Responsável: Augusto Bicalho
ÌCNº ÌC-E-XYW
Dimensão: Qualidade
Controle: Mensal
0
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
2a&r#n%a*+#
A3e $#/re #$ $n"#!a$ e ca-$a$ !e&a"a$
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 63
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 64
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 65
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 66
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 67
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 68
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 69
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 70
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
EBe:#:io CoAo elaDoa uA >luBo$aAa
)

*28 O/Se"0# Aprender como construir um fluxo!rama a partir da descrição
da
forma de funcionamento de um processo

*29 MC"#&# Com base nas informações contidas na descrição da forma de
funcionamento de um processo, apresentada a seguir, cada
grupo deverá elaborar um fluxograma de processo descrito. O
fluxograma deverá ser bem simples, utilizando a simbologia
em anexo. Após a execução do exercício será distribuído o
gabarito, com comentários do instrutor.

*30 Ma"era. 1. Anexo (simbologia)
2. Transparências em branco
3. Pincel atômico ( 4 cores )
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 71
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
FL*QO+RAMA
DEi#i12o<
+r9Ei'o 7u r"r!#ta o E%uHo d u4
"ro'!!o ou u4a !7R6#'ia #or4a% d
3ra12o d u4 "roduto ou !r0i1o-
SI4$o%o Si3#iEi'ado I#!tru1M!
I#I'ioF Fi4
Co#H2o 'o4
outro "ro'!!o
I#I'ioF Fi4 F #trada
ou !aIda "ara outro
E%uHo- I#!'r0r a
id#tiEi'a12o do
E%uHo 'o#'tado-
&ro'!!a4#toF
ou o"ra12oF
ou ati0idad!-
D!'r0rF
!u'i#ta4#t a
o"ra12oF #o
i#trior do !I4$o%o-
D'i!2o
Co#'tor d "93i#a
Li#8a d E%uHo &ara i#tr%i3ar o!
!I4$o%o!
I#!'r0r o #L4ro
da 'o#H2o-
I#!'r0r a "r3u#ta
!o$ a 7ua% !r9
to4ada a d'i!2o-
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 72
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
Des:i=ão do "o:esso de Re:eDiAe;to
da Rou<a SuEa ;a La!a;deia La!DeA
AssiA Iue uA :lie;te :Me$a a uAa das loEas da la!a;deia
La!DeA <aa
e;te$a a ou<a suEa <aa se la!adaG duas situa=Ses <odeA
o:oe7
=?9 'elo menos um funcionário está desocupado. Keste caso, um funcionário
imediatamente se diri!e para atender o cliente.
=?: Todos os funcionários estão ocupados. Kesta situação o cliente pode decidir
esperar para ser atendido ou então se retirar da lo/a.
5 primeira ati%idade que um funcionário executa ao atender o cliente
consiste em
inspecionar o estado da roupa, com o ob/eti%o de %erificar se existem
manc)as,
ras!os, furos, descorados, puídos ou bril)o feito por ferro de passar. <aso
al!um
destes Yincon%enientesZ ten)a sido encontrado, o funcionário comunica o
fato ao
cliente, alerta ao cliente que o ser%iço tal%e" não fique perfeito e per!unta
que
mesmo assim o cliente quer que a roupa se/a la%ada. 6e a resposta for
afirmati%a,
ou se não existir nen)um destes Yincon%enientesZ, o funcionário consulta
a tabela
e informa o preço do ser%iço ao cliente, di"endo que o pa!amento ocorrerá
no
momento da retirada da roupa la%ada. 6e o cliente concordar com o preço,
o
funcionário informa a data que a roupa poderá ser entre!ue. 6e o cliente
concordar
com a data, o funcionário preenc)e a ordem de ser%iço. 5 se!uir , o
funcionário
anexa uma das %ias da ordem de ser%iço L roupa, !uarda a roupa no local
apropriado, entre!a a outra %ia ao cliente e a!radece pela preferHncia.
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 73
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
DEFINIAUES
SISTEMA E
C#nS-n"# &e ,r#ce$$#$ &$"n"#$ e
n"er&e,en&en"e$ N-e) (-nc#nan&# &e
(#r!a n"e3ra&a e c##r&ena&a) /-$ca
a"n3r -! #/Se"0# c#!-!.
2ROCESSO E
C#nS-n"# &e "are(a$ &$"n"a$ e n"er.3a&a$
N-e ,r#&-% -! re$-."a&# e$,ec'(c#.
TAREFA E
C#nS-n"# &e ,a$$#$ &$"n"#$ e n"er.3a&#$
N-e ,r#&-% -! re$-."a&# e$,ec'(c#.
2ASSO` E
Men#r -n&a&e na eDec-*+# &e -!a "are(a.
` 2a$$# C c7a!a&# "a!/C! &e
a"0&a&e
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 74
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
FLUFOGRAMA DE FUNABO
EFEM2LO
AQUISIABO DE EQUI2AMENTOS
RECELER E
ANALISAR RC
SELECIONAR
2RO2ONENTES
2LANEJAR
COM2RA
LICITAR
JULGAR
2RO2OSTAS
EFETUAR
CONTRATAABO
A
L
C
D
E
F
INVCIO
FIM
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 75
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
FLUFOGRAMA DO 2ROCESSO =A=
RECELER E ANALISAR RC
RECELER RC
2ROTOCOLADA
2ELA SECRETRRIA
DEFINIR
COM2RADOR
RES2ONSRVEL
2ASSAR2ASTA
DO 2ROCESSO
2ARA O COM2RADOR
CLASSIFICAR
E ANALISAR
CONSISTZNCIA
DA RC
VERIFICAR
2REENCHIMENTO
DA RC
RC
CORRETA
O
REGISTRAR
DADOS DA RC
NO SISTEMA
ALRIR 2ASTA
DO
2ROCESSO
CONTATAR
REQUISITANTE
CORREABO
SIM2LES
O
DEVOLVER 2ARA
REQUISITANTE
A
L
C
D
E
F
L

TAREFAS CRVTICAS
8REQUEREM 2RO9
5

S
S
N
5
N
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 76
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
EM2RESA =>=
2ROCEDIMENTO O2ERACIONAL
SISTEMA DE 2ADRONI>AABO
CÓDÌGO
DT. CRÌAÇÃO DT. REVÌSÃO
NOME DA TAREFA
VERÌFÌCAÇÃO DO ÓLEO DO MOTOR
E ÁGUA DO RADÌADOR E BATERÌA
RESPONSÁVEL
FRENTÌSTA
MATERIAL NECESSRRIO
FUNÌL
ÓLEO PARA MOTOR
ÁGUA NATURAL
ÁGUA DESTÌLADA ESTOPA
TROCO
CANETA
NOTA FÌSCAL
ATIVIDADES
01 - Abrir o capô.
02 - Retirar e limpar a vareta de óleo do motor
03 - Colocar a vareta, retirá-la em seguir e ler o nível.
04 - Recolocar a vareta.
05- Se necessário e o cliente desejar, completar com óleo compatível, após a abertura da tampa do motor
e colocação do funil.
06 - Retirar o funil e recolocar a tampa do motor.
07 - Abrir a tampa do radiador e verificar o nível da água.
08 - Se necessário, completar a água até o nível.
09 - Fechar o radiador.
10 - Retirar as tampas da bateriae verificar o nível da água.
11 - Se necessário e cliente desejar, completar com água destilada até o nível.
12 - Recolocar as tampas da bateria.
13 - Fechar o capô.
14 - Ocorrendo despesas emitir Nota Fiscal.
15 - Receber o pagamento, agradecer e se despedir do cliente.
MANUSEIO DE MATERIAL
01 - O funil deve estar sempre limpo.
02 - Evitar derramamento de óleo no motor
03 - Limpar a parte superior da bateria antes da retirada das tampas.
04 - Retirar a tampa do radiador permitindo o alívio de pressão.
RESULTADOS ES2ERADOS
01 - Veículo com óleo do motor, água do radiador e da bateria verificados e, se for o caso, conforme os desejos do
cliente.
02 - Atendimento com presteza e cortesia.
AAUES CORRETIVAS
01 - Se ocorrer derramamento de óleo limpar imediatamente com estopa.
02 - Caso seja colocada água em excesso na bateria e ocorrendo vazamento da solução, fecharr as tampas, lavar os
locais de incidência com bastante água e enxugar.
03 - Se ocorrer superaquecimento (água do radiador fervendo), primeiramente resfriá-lo com jato de água e, depois
retirar a tampa para completá-lo
ELALORAABO
Frentistas e Supervisor
2ALAVRAS[CHAVE
Motor, Bateria, Radiador
A2ROVAABO
Gerente do Posto
EFEM2LO DE UM 2ROCEDIMENTO
O2ERACIONAL
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 77
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
© Gerisval Pessoa
2ROCEDIMENTO O2ERACIONAL
NOME DO 2ROCESSO
MONTAGEM FINAL
AUTORI>ADO 2OR VERIFICADO 2OR 2RE2ARADO 2OR
NOME DA
O2ERAABO
MONTAGEM DA
COLERTURA TRASEIRA
2ONTOS
IM2ORTANTES
FACE FRONTAL
ATIVIDADE CRVTICA 5
ASSENTAMENTO DA
COLERTURA TRASEIRA
NOS ENCAIFES
ATIVIDADE CRVTICA 2
A2ARAFUSANDO OS
2ARAFUSOS GRANDES
ATIVIDADE CRVTICA 4
A2ARAFUSANDO OS
2ARAFUSOS 2EQUENOS
NOTAE
2RESSBO DE AR DO
A2ARAFUSADOR
2NEUMRTICO
EFEM2LO DE UM 2ROCEDIMENTO
O2ERACIONAL 82c"Wrc#9
5
2
6
4
: ;
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 78
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
EBe:#:io ELA*ORAR UM
- "ROCEDIMENTO O"ERACIONAL - "RO

*33 ODEeti!o >emonstrar a simplicidade, facilidade de elaboração e a
import-ncia
do procedimento operacional para mel)oria dos resultados do
processo.

*34 MFtodo <ada !rupo com base no exercício ?( fluxo!rama * de%erá
identificar
uma tarefa crítica e elaborar um 'rocedimento ,peracional
( '.G.,.*.
7embrar que o importante não + a forma, mas o conteVdo.
Ka elaboração do '.G.,. considerar al!uns tópicos como 0
nome da tarefa
resultado esperado
materiais necessários para execução da tarefa
ati%idades críticas
cuidados especiais
aç#es em caso de des%ios

Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 79
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
*35 Mateial 9. Dol)a 5@ em branco
:. <aneta ( : cores *
?. transparHncias
© Gerisval Pessoa
T'"-.#
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 80
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
CONCEITO DE ANOMALIA
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en"re #-"r#$.
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 81
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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O.(a"#
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 82
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
Cu4"ri4#to do! "ro'di4#to!
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 83
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 84
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 85
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
RELATSRIO DE ANOMALIA
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© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 86
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
EBe:#:io CoAo tata uAa a;oAalia
/

*36 ODEeti!o 2nfocar a Y5ção <orreti%aZ do 6><5 identificando
atribuiç#es e responsabilidades ( Quem fa" o Que *.

*37 MFtodo <om base na situação da empresa de entre!as apresentada,
cada !rupo de%erá efetuar o G275T[GF, >2 5K,M57F5.
2m anexo exemplo de um relatório de anomalia e a fol)a
modelo.
5pós a execução será distribuído o !abarito, com
comentários do
instrutor.

*38 Mateial 9. 6ituação de uma empresa de entre!as.
:. Dol)a modelo.
?. Gabarito.

Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 87
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
"oDleAa :oA o Clie;te
6r. $alter, %endedor da empresa de entre!as rápidas, tin)a pro!ramado
%isita a um
cliente, locali"ado no outro lado da cidade, Ls 9; )oras, do dia 9@&9:&EO,
para
reno%ar o contrato de entre!a dos seus produtos.
, escritório do cliente está locali"ado L 5%. 'erimetral @.88;, art+ria muito
usada por
todos aqueles que demandam a re!ião oeste.
Jm dos percursos menores para se atin!ir a 5%. 'erimetral + fa"Hlo
passando pelo
centro da cidade que, no entanto, fica su/eito a constantes
con!estionamentos.
Ko dia e )ora da %isita, $alter decidiu passar pelo centro, pe!ando !rande
con!estionamento por %olta das 9O0?8 )oras, c)e!ando ao encontro com
@A minutos
de atraso.
<omo se não bastasse, assim que se apresentou L secretária Marina,
constatou que
a documentação esta%a incompleta e comentou0
5 documentação desta proposta só ficou pronta Ls 9O )oras4 Iá cansei de
falar
para o pessoal aprontar os documentos mais cedo4
Marina dissel)e0 ,l)a, seu $alter, o c)efe tin)a outro encontro Ls 9E )oras
e não
pRde esperar. Teremos que marcar no%a reunião.
$alter a!endou no%a data com Marina, pediu desculpas e %oltou para o
escritório. 7á
c)e!ando, deixou recado por escrito ao diretor comercial ( que esta%a
acompan)ando pessoalmente este caso *, solicitandol)e que con%ocasse
reunião
para o dia se!uinte, 9A&9:, pois não )a%ia conse!uido reno%ar o contrato
da empresa
Y\Z.
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 88
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
Ko dia se!uinte, o diretor, bastante irritado com o fato, con%ocou 5m+rico
(tesoureiro*, 'ablo (!erente de %endas*, Ioão (!erente de contratos* e o
próprio
$alter, di"endo0
'recisamos le%ar a s+rio nosso 'ro!rama de Qualidade. ,ntem ti%emos
mais um
problema com cliente. Quando soube , fiquei irritado com o $alter, mais sei
que o
culpado não + ele e sim todo o nosso sistema. 5 primeira pro%idHncia +
remediar a
situação.
EA se$uida te!e i;#:io o se$ui;te diHlo$o7
,alte7 /á marquei no%a data para daqui a 9A dias. Doi o mel)or que
conse!uir.
Dieto7 Fsto %ai dar um atraso na reno%ação deste contrato, no qual
ten)o um
interesse especial pela sua import-ncia.
© Gerisval Pessoa
+oão7 $ai atrasar em 9A dias o primeiro faturamento.
"aDlo7 , cliente %ai ficar insatisfeito, pois suas entre!as sofrerão atraso.
Kão
podemos esquecer que temos exclusi%amente com ele.
Dieto7 'ara compensar isto %amos dar um desconto extra AU na
primeira fatura.
Fsto + pre/uí"o no duro4 $ou tamb+m li!ar, pedir desculpas e apro%eitar
para amaciar
com o desconto.
,alte7 $ou mandar fax com os documentos faltantes.
Dieto7 $amos apro%eitar a meia )ora que falta para o almoço e tomar
estas
pro%idHncias. ]s 9? )oras em ponto quero %ocHs aqui de %olta, pois temos
que
analisar tudo muito bem para que este tipo de anomalia não %olte a
ocorrer.
Temos que le%antar todas as causas.

A<Cs o alAo=o
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 89
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
Dieto7 $amos dar nossas opini#es sem entrar nessa de acusar nin!u+m4
,alte7 Kão conse!ui reno%ar o contrato porque o )omem lá não me
esperou e
então a reunião não aconteceu.
+oão7 7ó!ico que não aconteceu1 %ocH c)e!ou atrasado4
"aDlo7 Tin)a que c)e!ar atrasado mesmo porque não saiu a tempo e o
tr-nsito
esta%a en!arrafado lá no <entro.
,alte7 Kão c)e!uei a tempo porque o pessoal atrasou na preparação da
proposta.
+oão7 5trasou a preparação porque só ten)o um funcionário preparando
toda a
papelada.
Dieto7 2sta desculpa não cola mais4 Ka %erdade, %ocHs deixam
acumular
reno%aç#es de propostas para o mesmo dia e nós /á sabemos que isto + o
que causa
atraso na preparação das propostas.
+oão7 2u concordo, mas o $alter pe!ou en!arrafamento de bobeira. 3asta
fa"er um
percurso adequado. 2ntretanto, como todo bom %endedor, tem pre!uiça
de plane/ar.
5credita sempre no seu talento pessoal.
"aDlo7 7o!o que o $alter saiu correndo, ou%i o rapa" da preparação di"er
que,
infeli"mente, ele )a%ia ido com a documentação incompleta porque esta%a
faltando a
!uia do F66.
AAFi:o7 7ó!ico que tem que faltar, /á que não podemos quitar a !uia
com
antecedHncia4 , pa!amento tem que ser feito sempre no Vltimo dia4
© Gerisval Pessoa
Dieto7 ,r!ani"em um dia!rama de causa e efeito com estas opini#es
le%antadas,
ele/am as causas mais pro%á%eis e montem um plano de ação. $ocHs trHs,
5m+rico,
'ablo e Ioão, di%idam as aç#es a serem feitas de tal forma que at+ ?8&9:,
no ,
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 90
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
máximo , tudo este/a nos eixos. <omo este cliente + do $alter, !ostaria que
ele
mesmo me apresentasse o Gelatório de 5nomalia at+ Ls 9A )oras. $amos
encerrar
nosso brainstormin! e mãos L obra.
TaDalMo dos $u<os
=?E <om base nessa )istória, os !rupos de%erão montar o Gelatório de 5nomalia
at+ o
plano de 5ção, campo (9?*, inclusi%e.
=@8 5 parte relati%a ao campo (9@* ,bser%aç#es não precisa ser preenc)ida,
pois
isso de%e ser feito somente após a execução do plano de ação.
© Gerisval Pessoa
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 91
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
(,ircular as ,ausas 'ais -rov.veis e in$luentes+
RELATSRIO DE ANOMALIA
(/+ 0ata: 11# 11#11 (2+ !nidade: (3+ -reenchido por: (4+ 56.:
(7+ 8azão Social:
(&+ ,ontrato:
(9+ :ele$one: (;+ ,idade:
-reencher em ,aso de 8eclamação de ,liente
(<+ 0escrição da =nomalia ou 8eclamação : (*denti$icação do -roblema # -erdas+
(/>+ =çes *mediatas :omadas: (8emoção de Sintomas+
(//+ %bservaçes: (,oleta de ?atos e 0ados: @ocal, Aor.rio, :ipo, Sintoma, %utros
0ados *nternos e # ou Externos e 0emais ,ircunstBncia da =nomalia ou 8eclamação+
0ata da identi$icação e observação
11 # 11#11
=ssinatura respons.vel
(/2+ =n.lise: (0iagrama de ,ausa e E$eito: =plicar C'Dtodo dos -orquEsC+
Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 92
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 93
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
CONTROLE DE 2ROCESSO
AVANAADO
LC=406,79
LC=23,13
400
450
100
50
1 2 4 5 6 7 8 9 10 11 12
0
dia 3
R
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LÌC=362,84
LSC=75,55
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'E5:%S
Cu4"ri4#to do! "ro'di4#to!
o"ra'io#ai! "%o! EH'uta#t!
2ROCESSOS RESULTADOS
DIA+NSSTICOU
TREINAMENTO
()erente *mediato+
RELATO DE ANOMALIAS
(Executante+
H 7 SE5:*0%S H
O=
@
SÌM
NÃO
MANT/M
REMO?;O DO SINTOMA
(Executante#)erente *mediato+
ANALISE DA ANOMALIA
()erente *mediato+
RELATSRIO DE ANOMALIAS
()erente *mediato+
RE:IS;O DIARIA
()erente+
RE:IS;O &ERISDICA
(=n.lise de -areto+
*denti$icação de =nomalias
,rLnicas H ()erente+
TRATAMENTO DOS
&ROBLEMAS RELE:ANTES
()erente+ 'Dtodo de
Solução de -roblemas
(CG, StorMC+
A &
C D
RELATSRIO &ERISDICO
DA YSIT*A?;O AT*ALY
(:odos os nNveis )erenciais+
EST*DO DOS RELATSRIOS
DE SIT*A?;O AT*AL E
COLOCA?;O DE METAS
AN*AIS DE RED*?;O DE
ANOMALIAS
(=lta =dministração+
(Parte do
Gerenciamento
pelas
Diretrizes)
CONTRAMEDIDAS
SOBRE AS CA*SAS
IMEDIATAS
CONTRAMEDIDAS
ADICIONAIS
()erente+
CONTRAMEDIDAS
SOBRE AS
CA*SAS
F*NDAMENTAIS
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
88888888888888888888888888888888888888888888888888888888888888888888888888888
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88888888888888888888888888888888888888888888888888888888888888888888888888888
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 94
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
DOMBNIO DAS INFORMA?OES DOMBNIO DAS INFORMA?OES
*NI:ERSO DAS INFORMA?OES
FATOS Z I#Eor4a1M! )ua%iEi'ati0a! Dado! Z I#Eor4a1M! Nu4Cri'a!
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. %50E . G!=5:%S . G!=50%O . E,%5%'*=
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META
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FEN[MENO
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&ROCESSO
&LANOS
DE
A?;O
ATIN+IR A
META
DIS&OSI?;O
&ROCESSAMENTO
COLETA
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?erramentas da
=dministração e
do -laneQamento
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?erramentas da
EstatNstica
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 95
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
NOTAS7 888888888888888888888888888888888888888888888888888888888888888888888
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 96
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 97
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
© Gerisval Pessoa
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 99
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 101
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 104
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 105
___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 106
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Micro GAP - C:\Gerenciamento da Rotina\GQT.doc Revisão 03: 01/08/2008 107
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___________________________________________________________________________________ GAP ÷ Gestão da Qualidade Total
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