Motivações, desafios e benefícios da implantação da iso 9001 em empresas de beneficiamento de café: um estudo multicasos

Abstract

The coffee industry has a significant representation in the agribusiness activities and in the Brazilian economy, which requires the constant improvement of management strategies and market competitiveness, causing companies in the industry to seek excellence in their products, processes and services. Considering this scenario and understanding that the NBR ISO 9001:2015 standard is a reference regarding the quality management of products and services, this study aims to investigate, by using two case studies, the motivations, challenges and benefits perceived by two coffee processing companies during the process of implementation and certification of Quality Management Systems based on this standard. As a mechanism for data collection, semi-structured interviews were conducted that were recorded, transcribed and analyzed in order to build a qualitative panorama about the implementation of ISO 9001. The results show the participation of employees and financial investment as a significant challenge in the process of implementing the standard. Regarding the motivations, the standardization of processes is an item that stands out, appearing in several answers related to the process. The reach of this process is also understood as a benefit of certification by ensuring greater reliability of processes and, consequently, higher quality products. The research reveals that the organization's structure and objectives significantly influence the process and the benefits of certification.