Proposição de um sistema de indicadores para a gestão do laboratório de qualidade do leite da Embrapa Gado de Leite

Abstract

The compositional and hygienic sanitary quality of raw milk in Brazil is defined by the Normative Instruction nº62. This Normative Instruction determines the periodicity that the rural properties producing raw milk must carry out the official laboratory analyzes. These analyzes should be performed in the laboratories belonging to the Brazilian Network and Quality of Milk (RBQL), which are accredited by the Ministry of Agriculture, Livestock and Supply (MAPA) following the Normative Instruction nº 57, the Norma ABNT NBR ISO/IEC 17025:2005 and the norms edited by the National Institute of Metrology, Quality and Technology (INMETRO). The Embrapa Gado de Leite’s Milk Quality Laboratory (LQL) is accredited by MAPA and accredited in Norma ABNT NBR ISO/IEC 17025:2005 “General Requirements for Competence of Testing and Calibration Laboratories”. In this context, the Brazilian Milk Quality Council (CBQL) the council has expressed concern about the implementation of new competing laboratories in regions already covered with analytical units that integrate the RBQL, due to the complexity of the analytical processes, quality control of results and technical training. Therefore, the present study proposes to evaluate the management system of the Embrapa Gado de Leite’s LQL using the model of the Management Excellence Model (MEG) recommended by the National Quality Foundation (FNQ) and propose a system of management indicators for the Embrapa Gado de Leite’s LQL, with the purpose of generating information that helps in the strategic and operational decision making, contributing to the continuous improvement of the management system and the efficiency of the processes and the efficiency of the productivity of the resources employed. Because it is a comprehensive work involving a great deal of information, the methodological procedures of the MEG’s diagnostic evaluation model will be articulated to Study Case (YIN, 2010). The diagnostic evaluation looked for analyze the interrelation between the management practices used by the LQL and the Embrapa Gado de Leite, the cooperation between the areas impacted in the development or implementation of these management practices, and also, consistency with organizational values, principles, strategies and objectives. The system of indicators was structured based from the diagnostic evaluation and with reference to the complements of the questions about diagnostic model that determine the presentation of indicators, according to the perspectives: (i) Economic-financial indicators; (ii) social and environmental indicators; (iii) Indicators for customers and markets; (iv) Indicators relating to persons and (v) Process indicators. The Indicators were developed based on the Reference Guide for Performance Measurement which is included in the Guide to the National Quality Award for Sanitation, and also in bibliographical researches in technical books, specialized periodicals and congresso proceedings. In this way, we consider that the results achieved with this study can contribute to strengthening the management of Embrapa Gado de Leite’s LQL and serve as reference for other laboratories of the RBQL, since both the model and the proposed system have a dynamic character, can be adjusted to the degree of maturity of the management of each laboratory.