Desenvolvimento e aplicação de um manual da qualidade ISO 9001 em um restaurante localizado no município de Água Branca – AL

Abstract

This study was based on the development of a Quality Management System tool, which is the Quality Manual, based on the criteria adopted and addressed by the ABNT ISO 9001 Standard. Thus, this work aimed to develop and apply a Quality Manual for the organization to have control of existing nonconformities, meeting the requirements and needs of its customers. In this case study, the development and application of the Quality Manual was carried out based on the criteria addressed by ABNT ISO 9001, which are: leadership, strategies and plans, customers, people, information and knowledge, processes, society and suppliers. thus enabling the organization to align its resources, identify its strengths and opportunities for improvement, improve its communication, productivity and effectiveness of its actions, and prepare for its strategic objectives to be achieved through of the action plans that were outlined. Through data collection it was possible to build the Manual based on the organization's business plan and its strategic planning. In the end, it was possible to highlight that the final objective was achieved, and several action plans were prepared for organization in order to put its manual into practice.