Certificação ISO 9000 e aprendizagem organizacional: o caso SEBRAE/MS

Abstract

The perception of the organizational members of the Sebrae/MS situated in Campo Grande, MS, about the ISO 9000 Certification implanted in 1998 and the organizational learning were the aims of this study. The authors have sought to provide a link of the certification as a stimulating factor for organizational learning. The research was ellaborated after the quantitative and qualitative types, with application of semi-structured questionnaires and personal survey, direct observations, documental analysis, obtaining access to data by means of the analysis of the statements of the interviewed people about the ISO. The profiles of the 94 direct collaborators were identified and 58 who have been in the organization since before the implantation of the certification were also questioned. The perception of the interviewed people was positive regarding the certification as a linkage factor to organizational learning in the following aspects: understandings relating to the concepts and importance of the certification; commitment of the organizational members, process of democratization of decisions and actions; continuous learning; leadership; and interpersonal relationship and with the foreign clients. It was verified that the ISO 9000 Certification together with the Sebrae/MS have propelled organizational learning and the implementation of uniform standards in the productive system of the organization. In an approach for total quality the focus on the client, partnership with the suppliers and emphasis on the preparation of the internal collaborators do persist. The enterprise does not focus exclusively on the maintenance of the standards established for the ISO Certification process, but also seeks out for new challenges.