Author(s): Pimenta, Eliana ; Pimentel, Carina ; Godina, Radu ; Azevedo, Susana Garrido ; Matias, João C. O.
Date: 2023
Persistent ID: https://hdl.handle.net/10316/114749
Origin: Estudo Geral - Universidade de Coimbra
Subject(s): TQM; ISO 9001:2015; business intelligence; quality tools; process approach
Total Quality Management (TQM) is useful in both the industrial and service sectors. The purpose of this study was to increase profitability at a manage-ment consulting company by applying and improving internal operational excel-lence. This was accomplished using a case study. In order to overcome the prob-lems, a prioritized plan of actions was developed by identifying the main sources of improvement. TQM strategies and the requirements of the ISO 9001: 2015 stand-ard are followed. It was possible to observe some benefits on efficiency outcomes and small changes can provide to a company through large steps towards greater results. In a long-term perspective and considering that the performance and effi-ciency of the commercial has increased.
