ANÁLISE DA MATURIDADE ORGANIZACIONAL PARA IMPLANTAÇÃO DE GESTÃO DA QUALIDADE TOTAL EM FARMÁCIA ESCOLA ESTUDO DE CASO: ITPAC

Abstract

Aims to present a way to measure and evaluate the organizational maturity for the implantation of a Total Quality Management System - TQMS, having as a case to study ITPAC Pharmacy School, that qualifies as a traditional business, which does not have a Quality Management System - QMS. This study is done as a quantity research with the directors and helpers of the organization, through questions, getting to know the opinion of all the inside workers of the Pharmacy School, achieving this way, through the answered obtained, the intensity of the active factors that stand in the way of a Total Quality Management in the developed activities. The parameters of the items in the questions made is calibrated by the research The Impact of Just-In-Time Implementation and ISO 9000 Certification on Total Quality Management by L. Paul Dreyfus, Sanjay L. Ahire, and Maling Ebrahimpour (2004). The method used applies concepts from the Item Answer Theory (IAT) to evaluate the maturity level of successful critic factors in the development of the activities in the Pharmacy School ITPAC: one related to the actions of implantation of a Total Quality Management System (TQMS) and another related to the Results obtained by the Pharmacy School Administrative Management ITPAC in relation to the quality of the products and services offered. The research also supplies lines of direction to help with eliminating the factors that interrupt Total Quality Management System in the Pharmacy School ITPAC according to the results achieved. These lines of direction allow the Pharmacy School to improve there processes and consequently, achieve higher levels of maturity to the implantation of a Total Quality Management System. It is important to emphasize that a Quality strategy planning, valuing the relationship with the clients, giving more strength to the capability of the processes and human functional links and the supplier, is a successful critic factor to any business.