Desenvolvimento de um instrumento de medição para avaliar Sistemas Integrados de Gestão e diferenças de percepção: uma abordagem da teoria da resposta ao item e do processo de Gestão da Qualidade

Abstract

In the mining industry, it is of great importance to have an integrated management model that is capable of providing strategy deployment, strengthening the organizational culture, and providing operational discipline to achieve operational excellence. In this perspective, distinct works focus on the formulation of management systems, successful implementation, or external and market environmental factors, although there is a lack of studies that relate organizational performance to differences in perceived quality between the parties. Specifically, when treating operational excellence as the ability of the operations team to ensure that annual production targets are met, the objectives are formalized in the following research questions: RQ1: How does the SGI dissemination strategy affect operational performance? RQ2: How the maturity of each team affects operational performance? RQ3: What are the critical factors that impact the SGI implementation process? RQ4: How team perception affects the SGI implementation process? The methodology followed a flow of collection/analysis, of the informational data of the company, a sketch of the model and flow of information, an exploratory focus group, a thematic analysis of content, and a confirmatory focus group. Then, the procedure of operationalization of the model. The conceptual model and its instrumentalization describe the apparent relationships between the support and operations teams, the underlying relationships of the ERI with the company's management model, and organizational performance. In practice, the proposed measurement instrument allows evaluation of the effects of differences in the perceived quality of internal customers.