NBR Iso 9001 2015

NORMA ABNT NBR
BRASILEIRA ISO
9001
Terceira edição
30.09.2015
Válida a partir de
30.10.2015
Sistemas de gestão da qualidade — Requisitos

Quality management systems — Requirements
ICS 03.120.10 ISBN 978-85-07-05801-4
Número de referência
ABNT NBR ISO 9001:2015
32 páginas
© ISO 2015 - © ABNT 2015

© ISO 2015
7RGRVRVGLUHLWRVUHVHUYDGRV$PHQRVTXHHVSHFL¿FDGRGHRXWURPRGRQHQKXPDSDUWHGHVWDSXEOLFDomRSRGHVHU
UHSURGX]LGDRXXWLOL]DGDSRUTXDOTXHUPHLRHOHWU{QLFRRXPHFkQLFRLQFOXLQGRIRWRFySLDHPLFUR¿OPHVHPSHUPLVVmRSRU
HVFULWRGD$%17~QLFRUHSUHVHQWDQWHGD,62QRWHUULWyULREUDVLOHLUR
© ABNT 2015
7RGRVRVGLUHLWRVUHVHUYDGRV$PHQRVTXHHVSHFL¿FDGRGHRXWURPRGRQHQKXPDSDUWHGHVWDSXEOLFDomRSRGHVHU
UHSURGX]LGDRXXWLOL]DGDSRUTXDOTXHUPHLRHOHWU{QLFRRXPHFkQLFRLQFOXLQGRIRWRFySLDHPLFUR¿OPHVHPSHUPLVVmRSRU
escrito da ABNT.
ABNT
$Y7UH]HGH0DLRDQGDU
20031-901 - Rio de Janeiro - RJ
7HO
)D[
DEQW#DEQWRUJEU
ZZZDEQWRUJEU
ii © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

Sumário Página
Prefácio Nacional ...............................................................................................................................vi

Introdução ..........................................................................................................................................vii
0.1 Generalidades...................................................................................................................vii
0.2 Princípios de gestão da qualidade ................................................................................viii
0.3 Abordagem de processo ................................................................................................viii
0.3.1 Generalidades..................................................................................................................viii
0.3.2 Ciclo Plan-Do-Check-Act ..................................................................................................ix
0.3.3 Mentalidade de risco ..........................................................................................................x
0.4 Relacionamento com outras normas de sistemas de gestão .......................................xi
1 Escopo ................................................................................................................................1
2 Referência normativa .........................................................................................................1
7HUPRVHGH¿QLo}HV ...........................................................................................................1
4 Contexto da organização...................................................................................................1
4.1 Entendendo a organização e seu contexto .....................................................................1
4.2 Entendendo as necessidades e expectativas de partes interessadas .........................2
4.3 Determinando o escopo do sistema de gestão da qualidade ........................................2
4.4 Sistema de gestão da qualidade e seus processos........................................................2
5 Liderança ............................................................................................................................3
5.1 Liderança e comprometimento .........................................................................................3
5.1.1 Generalidades.....................................................................................................................3
5.1.2 Foco no cliente ...................................................................................................................4
5.2 Política.................................................................................................................................4
5.2.1 Desenvolvendo a política da qualidade ...........................................................................4
5.2.2 Comunicando a política da qualidade ..............................................................................4
5.3 Papéis, responsabilidades e autoridades organizacionais............................................4
6 Planejamento ......................................................................................................................5
$o}HVSDUDDERUGDUULVFRVHRSRUWXQLGDGHV ...................................................................5
6.2 Objetivos da qualidade e planejamento para alcançá-los..............................................6
6.3 Planejamento de mudanças ..............................................................................................6
7 Apoio ...................................................................................................................................7
7.1 Recursos .............................................................................................................................7
7.1.1 Generalidades.....................................................................................................................7
7.1.2 Pessoas ...............................................................................................................................7
7.1.3 Infraestrutura ......................................................................................................................7
7.1.4 Ambiente para a operação dos processos ......................................................................7
7.1.5 Recursos de monitoramento e medição ..........................................................................8
7.1.6 Conhecimento organizacional ..........................................................................................8
7.2 Competência .......................................................................................................................9
7.3 Conscientização .................................................................................................................9
7.4 Comunicação ......................................................................................................................9
7.5 Informação documentada................................................................................................10
© ISO 2015 - © ABNT 2015 - Todos os direitos reservados iii

7.5.1 Generalidades...................................................................................................................10
7.5.2 Criando e atualizando ......................................................................................................10
7.5.3 Controle de informação documentada...........................................................................10
8 Operação ........................................................................................................................... 11
8.1 Planejamento e controle operacionais........................................................................... 11
8.2 Requisitos para produtos e serviços ............................................................................. 11
8.2.1 Comunicação com o cliente ............................................................................................ 11
8.2.2 Determinação de requisitos relativos a produtos e serviços ......................................12
8.2.3 Análise crítica de requisitos relativos a produtos e serviços......................................12
8.2.4 Mudanças nos requisitos para produtos e serviços ....................................................12
8.3 Projeto e desenvolvimento de produtos e serviços .....................................................13
8.3.1 Generalidades...................................................................................................................13
8.3.2 Planejamento de projeto e desenvolvimento ................................................................13
8.3.3 Entradas de projeto e desenvolvimento ........................................................................13
8.3.4 Controles de projeto e desenvolvimento .......................................................................14
8.3.5 Saídas de projeto e desenvolvimento ............................................................................14
8.3.6 Mudanças de projeto e desenvolvimento ......................................................................14
8.4 Controle de processos, produtos e serviços providos externamente........................15
8.4.1 Generalidades...................................................................................................................15
8.4.2 Tipo e extensão do controle............................................................................................15
8.4.3 Informação para provedores externos ...........................................................................16
8.5 Produção e provisão de serviço .....................................................................................16
8.5.1 Controle de produção e de provisão de serviço ...........................................................16
,GHQWL¿FDomRHUDVWUHDELOLGDGH ........................................................................................17
8.5.3 Propriedade pertencente a clientes ou provedores externos......................................17
8.5.4 Preservação ......................................................................................................................17
8.5.5 Atividades pós-entrega....................................................................................................17
8.5.6 Controle de mudanças.....................................................................................................18
8.6 Liberação de produtos e serviços ..................................................................................18
8.7 Controle de saídas não conformes ................................................................................18
9 Avaliação de desempenho ..............................................................................................19
9.1 Monitoramento, medição, análise e avaliação ..............................................................19
9.1.1 Generalidades...................................................................................................................19
9.1.2 Satisfação do cliente........................................................................................................19
9.1.3 Análise e avaliação ..........................................................................................................19
9.2 Auditoria interna...............................................................................................................20
9.3 Análise crítica pela direção .............................................................................................20
9.3.1 Generalidades...................................................................................................................20
9.3.2 Entradas de análise crítica pela direção ........................................................................20
9.3.3 Saídas de análise crítica pela direção ............................................................................21
10 Melhoria.............................................................................................................................21
10.1 Generalidades...................................................................................................................21
10.2 Não conformidade e ação corretiva ...............................................................................22
iv © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

10.3 Melhoria contínua.............................................................................................................22

Anexo A LQIRUPDWLYR Esclarecimento da nova estrutura, terminologia e conceitos ..................23
A.1 Estrutura e terminologia ..................................................................................................23
A.2 Produtos e serviços .........................................................................................................24
A.3 Entendendo as necessidades e expectativas de partes interessadas .......................24
A.4 Mentalidade de risco ........................................................................................................24
A.5 Aplicabilidade ...................................................................................................................25
A.6 Informação documentada................................................................................................25
A.7 Conhecimento organizacional ........................................................................................26
A.8 Controle de processos, produtos e serviços providos externamente........................26
Anexo B LQIRUPDWLYROutras Normas sobre gestão de qualidade e sistemas de gestão
da qualidade desenvolvidas pelo ISO/TC 176 ...............................................................27
%LEOLRJUD¿D .........................................................................................................................................31
Figuras
Figura 1 – Representação esquemática dos elementos de um processo individual ..................ix
Figura 2 – Representação da estrutura desta Norma no ciclo PDCA ............................................x
Tabelas
Tabela A.1 – Principais diferenças em terminologia entre a ABNT NBR ISO 9001:2008
e a ABNT NBR ISO 9001:2015 .........................................................................................23
7DEHOD%±5HODomRHQWUHRXWUDVQRUPDVGHVLVWHPDGHJHVWmRGDTXDOLGDGHHDVVHo}HV
desta Norma......................................................................................................................30
© ISO 2015 - © ABNT 2015 - Todos os direitos reservados v

Prefácio Nacional
$ $VVRFLDomR %UDVLOHLUD GH 1RUPDV 7pFQLFDV $%17 p R )RUR 1DFLRQDO GH 1RUPDOL]DomR
$V 1RUPDV %UDVLOHLUDV FXMR FRQWH~GR p GH UHVSRQVDELOLGDGH GRV &RPLWrV %UDVLOHLURV $%17&%
GRV 2UJDQLVPRV GH 1RUPDOL]DomR 6HWRULDO $%17216 H GDV &RPLVV}HV GH (VWXGR (VSHFLDLV
$%17&(( VmR HODERUDGDV SRU &RPLVV}HV GH (VWXGR &( IRUPDGDV SHODV SDUWHV LQWHUHVVDGDV
QRWHPDREMHWRGDQRUPDOL]DomR
2V'RFXPHQWRV7pFQLFRV$%17VmRHODERUDGRVFRQIRUPHDVUHJUDVGD'LUHWLYD$%173DUWH
$ $%17 FKDPD D DWHQomR SDUD TXH DSHVDU GH WHU VLGR VROLFLWDGD PDQLIHVWDomR VREUH HYHQWXDLV
GLUHLWRV GH SDWHQWHV GXUDQWH D &RQVXOWD 1DFLRQDO HVWHV SRGHP RFRUUHU H GHYHP VHU FRPXQLFDGRV
j$%17DTXDOTXHUPRPHQWR/HLQGHGHPDLRGH
5HVVDOWDVH TXH 1RUPDV %UDVLOHLUDV SRGHP VHU REMHWR GH FLWDomR HP 5HJXODPHQWRV 7pFQLFRV
1HVWHVFDVRVRVÏUJmRVUHVSRQViYHLVSHORV5HJXODPHQWRV7pFQLFRVSRGHPGHWHUPLQDURXWUDVGDWDV
SDUDH[LJrQFLDGRVUHTXLVLWRVGHVWD1RUPDLQGHSHQGHQWHPHQWHGHVXDGDWDGHHQWUDGDHPYLJRU
$ $%17 1%5 ,62 IRL HODERUDGD QR &RPLWr %UDVLOHLUR GD 4XDOLGDGH $%17&% SHOD
&RPLVVmRGH(VWXGRGH6LVWHPDVGD4XDOLGDGH&(23URMHWRFLUFXORXHP&RQVXOWD
1DFLRQDOFRQIRUPH(GLWDOQGHD
(VWD1RUPDpXPDDGRomRLGrQWLFDHPFRQWH~GRWpFQLFRHVWUXWXUDHUHGDomRj,62TXH
IRL HODERUDGD SHOR Technical Committee Quality management and quality assurance ,627&
Subcommittee Quality systems 6&FRQIRUPH,62,(&*XLGH
(VWDWHUFHLUDHGLomRFDQFHODHVXEVWLWXLDHGLomRDQWHULRU$%171%5,62DTXDOIRLWHFQL-

camente revisada.
2(VFRSRHPLQJOrVGHVWD1RUPD%UDVLOHLUDpRVHJXLQWH
Scope
7KLV6WDQGDUGVSHFL¿HVUHTXLUHPHQWVIRUDTXDOLW\PDQDJHPHQWV\VWHPZKHQDQRUJDQL]DWLRQ
a) needs to demonstrate its ability to consistently provide products and services that meet customer
and applicable statutory and regulatory requirements, and
E DLPVWRHQKDQFHFXVWRPHUVDWLVIDFWLRQWKURXJKWKHHIIHFWLYHDSSOLFDWLRQRIWKHV\VWHPLQFOXGLQJ
SURFHVVHV IRU LPSURYHPHQW RI WKH V\VWHP DQG WKH DVVXUDQFH RI FRQIRUPLW\ WR FXVWRPHU DQG
applicable statutory and regulatory requirements.
$OOWKHUHTXLUHPHQWVRIWKLV,QWHUQDWLRQDO6WDQGDUGDUHJHQHULFDQGDUHLQWHQGHGWREHDSSOLFDEOHWRDQ\
RUJDQL]DWLRQUHJDUGOHVVRILWVW\SHRUVL]HRUWKHSURGXFWVDQGVHUYLFHVLWSURYLGHV
127( ,QWKLV,QWHUQDWLRQDO6WDQGDUGWKHWHUPV³SURGXFW´RU³VHUYLFH´RQO\DSSO\WRSURGXFWVDQGVHUYLFHV
LQWHQGHGIRURUUHTXLUHGE\DFXVWRPHU
NOTE 2 Statutory and regulatory requirements can be expressed as legal requirements.
vi © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

Introdução
0.1 Generalidades
$DGRomRGHXPVLVWHPDGHJHVWmRGDTXDOLGDGHpXPDGHFLVmRHVWUDWpJLFDSDUDXPDRUJDQL]DomR
TXH SRGH DMXGDU D PHOKRUDU VHX GHVHPSHQKR JOREDO H D SURYHU XPD EDVH VyOLGD SDUD LQLFLDWLYDV
GHGHVHQYROYLPHQWRVXVWHQWiYHO
2VEHQHItFLRVSRWHQFLDLVSDUDXPDRUJDQL]DomRSHODLPSOHPHQWDomRGHXPVLVWHPDGHJHVWmRGDTXDOL-
GDGHEDVHDGRQHVWD1RUPDVmR
௘D D FDSDFLGDGH GH SURYHU FRQVLVWHQWHPHQWH SURGXWRV H VHUYLoRV TXH DWHQGDP DRV UHTXLVLWRV
GRFOLHQWHHDRVUHTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHVDSOLFiYHLV
௘E IDFLOLWDURSRUWXQLGDGHVSDUDDXPHQWDUDVDWLVIDomRGRFOLHQWH
௘F DERUGDUULVFRVHRSRUWXQLGDGHVDVVRFLDGRVFRPVHXFRQWH[WRHREMHWLYRV
௘G DFDSDFLGDGHGHGHPRQVWUDUFRQIRUPLGDGHFRPUHTXLVLWRVHVSHFL¿FDGRVGHVLVWHPDVGHJHVWmR
GDTXDOLGDGH
Esta Norma pode ser usada por partes internas e externas.
1mRpLQWHQomRGHVWD1RUPDLQGX]LUDQHFHVVLGDGHGH
— XQLIRUPLGDGHQDHVWUXWXUDGHGLIHUHQWHVVLVWHPDVGHJHVWmRGDTXDOLGDGH
— DOLQKDPHQWRGHGRFXPHQWDomRjHVWUXWXUDGHVHo}HVGHVWD1RUPD
— XVRGHWHUPLQRORJLDHVSHFt¿FDGHVWD1RUPDQDRUJDQL]DomR
2V UHTXLVLWRV GH VLVWHPD GH JHVWmR GD TXDOLGDGH HVSHFL¿FDGRV QHVWD 1RUPD VmR FRPSOHPHQWDUHV
DRVUHTXLVLWRVSDUDSURGXWRVHVHUYLoRV
(VWD1RUPDHPSUHJDDDERUGDJHPGHSURFHVVRTXHLQFRUSRUDRFLFORPlan-Do-Check-Act3'&$
HDPHQWDOLGDGHGHULVFR
$DERUGDJHPGHSURFHVVRKDELOLWDXPDRUJDQL]DomRDSODQHMDUVHXVSURFHVVRVHVXDVLQWHUDo}HV
2FLFOR3'&$KDELOLWDXPDRUJDQL]DomRDDVVHJXUDUTXHVHXVSURFHVVRVWHQKDPUHFXUVRVVX¿FLHQWHV
H VHMDP JHUHQFLDGRV DGHTXDGDPHQWH H TXH DV RSRUWXQLGDGHV SDUD PHOKRULD VHMDP LGHQWL¿FDGDV
HDVDo}HVVHMDPWRPDGDV
$ PHQWDOLGDGH GH ULVFR KDELOLWD XPD RUJDQL]DomR D GHWHUPLQDU RV IDWRUHV TXH SRGHULDP FDXVDU
GHVYLRV QRV VHXV SURFHVVRV H QR VHX VLVWHPD GH JHVWmR GD TXDOLGDGH HP UHODomR DRV UHVXOWDGRV
SODQHMDGRVDFRORFDUHPSUiWLFDFRQWUROHVSUHYHQWLYRVSDUDPLQLPL]DUHIHLWRVQHJDWLYRVHDPD[LPL]DU
RDSURYHLWDPHQWRGDVRSRUWXQLGDGHVTXHVXUMDPYHU6HomR$
$WHQGHU FRQVLVWHQWHPHQWH D UHTXLVLWRV H DERUGDU QHFHVVLGDGHV H H[SHFWDWLYDV IXWXUDV FRQVWLWXL XP

GHVD¿RSDUDRUJDQL]Do}HVHPXPDPELHQWHSURJUHVVLYDPHQWHGLQkPLFRHFRPSOH[R3DUDDOFDQoDU
HVVHREMHWLYRDRUJDQL]DomRSRGHFRQVLGHUDUQHFHVViULRDGRWDUYiULDVIRUPDVGHPHOKRULDDOpPGH
FRUUHomRHPHOKRULDFRQWtQXDFRPRPXGDQoDGHUXSWXUDLQRYDomRHUHRUJDQL]DomR
© ISO 2015 - © ABNT 2015 - Todos os direitos reservados vii

1HVWD1RUPDDVVHJXLQWHVIRUPDVYHUEDLVVmRHPSUHJDGDV
— ³GHYH´LQGLFDXPUHTXLVLWR
— ³pFRQYHQLHQWHTXH´LQGLFDXPDUHFRPHQGDomR
— “pode” (may/canLQGLFDSHUPLVVmRSRVVLELOLGDGHRXFDSDFLGDGH
NOTA BRASILEIRA (P LQJOrV H[LVWHP GRLV YHUERV can/may SDUD H[SUHVVDU D IRUPD YHUEDO ³SRGH´
HPSRUWXJXrV
,QIRUPDomR LQGLFDGD FRPR ³127$´ VHUYH FRPR RULHQWDomR SDUD HQWHQGLPHQWR RX HVFODUHFLPHQWR
do requisito associado.
0.2 Princípios de gestão da qualidade
(VWD 1RUPD p EDVHDGD QRV SULQFtSLRV GH JHVWmR GD TXDOLGDGH GHVFULWRV QD$%17 1%5 ,62
$VGHVFULo}HVLQFOXHPDGHFODUDomRGHFDGDSULQFtSLRDMXVWL¿FDWLYDGRSRUTXHRSULQFtSLRpLPSRUWDQWH
SDUD D RUJDQL]DomR DOJXQV H[HPSORV GH EHQHItFLRV DVVRFLDGRV DR SULQFtSLR H H[HPSORV GH Do}HV
WtSLFDVSDUDPHOKRUDURGHVHPSHQKRGDRUJDQL]DomRTXDQGRDSOLFDURSULQFtSLR
2VSULQFtSLRVGHJHVWmRGDTXDOLGDGHVmR
— IRFRQRFOLHQWH
— OLGHUDQoD
— HQJDMDPHQWRGDVSHVVRDV
— DERUGDJHPGHSURFHVVR
— PHOKRULD
— WRPDGDGHGHFLVmREDVHDGDHPHYLGrQFLD
— JHVWmRGHUHODFLRQDPHQWR
0.3 Abordagem de processo
0.3.1 Generalidades
(VWD 1RUPD SURPRYH D DGRomR GD DERUGDJHP GH SURFHVVR QR GHVHQYROYLPHQWR LPSOHPHQWDomR
HPHOKRULDGDH¿FiFLDGHXPVLVWHPDGHJHVWmRGDTXDOLGDGHSDUDDXPHQWDUDVDWLVIDomRGRFOLHQWH
SHORDWHQGLPHQWRDRVUHTXLVLWRVGRFOLHQWH5HTXLVLWRVHVSHFt¿FRVFRQVLGHUDGRVHVVHQFLDLVjDGRomR
GDDERUGDJHPGHSURFHVVRHVWmRLQFOXtGRVHP
(QWHQGHUHJHUHQFLDUSURFHVVRVLQWHUUHODFLRQDGRVFRPRXPVLVWHPDFRQWULEXLSDUDDH¿FiFLDHDH¿FL-
rQFLDGDRUJDQL]DomRHPDWLQJLUVHXVUHVXOWDGRVSUHWHQGLGRV(VVDDERUGDJHPKDELOLWDDRUJDQL]DomR
DFRQWURODUDVLQWHUUHODo}HVHLQWHUGHSHQGrQFLDVHQWUHSURFHVVRVGRVLVWHPDGHPRGRTXHRGHVHP-
SHQKRJOREDOGDRUJDQL]DomRSRVVDVHUHOHYDGR
viii © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

$DERUGDJHPGHSURFHVVRHQYROYHDGH¿QLomRHDJHVWmRVLVWHPiWLFDVGHSURFHVVRVHVXDVLQWHUDo}HV
SDUDDOFDQoDURVUHVXOWDGRVSUHWHQGLGRVGHDFRUGRFRPDSROtWLFDGDTXDOLGDGHHFRPRGLUHFLRQDPHQWR
HVWUDWpJLFRGDRUJDQL]DomR$JHVWmRGRVSURFHVVRVHGRVLVWHPDFRPRXPWRGRSRGHVHUFRQVHJXLGD
XVDQGRRFLFOR3'&$YHUFRPXPIRFRJHUDOQDPHQWDOLGDGHGHULVFRYHUYLVDQGRWLUDU
SURYHLWRGDVRSRUWXQLGDGHVHSUHYHQLUUHVXOWDGRVLQGHVHMiYHLV
$DSOLFDomRGDDERUGDJHPGHSURFHVVRHPXPVLVWHPDGHJHVWmRGDTXDOLGDGHSURSRUFLRQD
௘D HQWHQGLPHQWRHFRQVLVWrQFLDQRDWHQGLPHQWRDUHTXLVLWRV
௘E DFRQVLGHUDomRGHSURFHVVRVHPWHUPRVGHYDORUDJUHJDGR
௘F RDWLQJLPHQWRGHGHVHPSHQKRH¿FD]GHSURFHVVR
௘G PHOKRULDGHSURFHVVRVEDVHDGDQDDYDOLDomRGHGDGRVHLQIRUPDomR
$)LJXUDPRVWUDXPDUHSUHVHQWDomRHVTXHPiWLFDGHTXDOTXHUSURFHVVRHGDVLQWHUDo}HVGHVHXV
HOHPHQWRV 2V SRQWRV GH PRQLWRUDPHQWR H PHGLomR QHFHVViULRV SDUD FRQWUROH VmR HVSHFt¿FRV GH
FDGDSURFHVVRHYDULDPGHSHQGHQGRGRVULVFRVUHODFLRQDGRV
Ponto de partida Ponto de chegada
Fontes de entradas Entradas Atividades Saídas Recebedores de Saídas
PROCESSOS MATÉRIA, MATÉRIA, PROCESSOS

ANTECEDENTES, ENERGIA, ENERGIA, SUBSEQUENTES,
por exemplo, INFORMAÇÃO, INFORMAÇÃO, por exemplo,
em provedores por exemplo, por exemplo, em clientes (internos
(internos ou externos), na forma de na forma de ou externos),
em clientes, em outras material, recursos, produto, serviço, em outras partes,
partes interessadas requisitos decisão interessadas
pertinentes pertinentes
Possíveis controles e
pontos para monitorar
e medir desempenho
Figura 1 – Representação esquemática dos elementos de um processo individual
0.3.2 Ciclo Plan-Do-Check-Act
2FLFOR3'&$SRGHVHUDSOLFDGRSDUDWRGRVRVSURFHVVRVHSDUDRVLVWHPDGHJHVWmRGDTXDOLGDGH
FRPRXPWRGR$)LJXUDLOXVWUDFRPRDV6Ho}HVDSRGHPVHUDJUXSDGDVHPUHODomRDRFLFOR
3'&$
© ISO 2015 - © ABNT 2015 - Todos os direitos reservados ix

Sistema de Gestão da Qualidade (4)
Organização
e seu
contexto (4) Apoio
(7),
Operação
(8)
Planejar Fazer
(plan) (do) Satisfação
do cliente
Requisitos Planejamento Liderança Avaliação de Resultados

do cliente (6) (5) desempenho do SGQ
(9)
Produtos
e serviços
Agir Checar
(act) (check)
Necessidades e
expectativas Melhoria
de partes (10)
intereressadas
pertinentes (4)
127$ 2VQ~PHURVHQWUHSDUrQWHVHVVHUHIHUHPjV6Ho}HVGHVWD1RUPD
Figura 2 – Representação da estrutura desta Norma no ciclo PDCA
2FLFOR3'&$SRGHVHUUHVXPLGDPHQWHGHVFULWRFRPRDVHJXLU
— PlanSODQHMDUHVWDEHOHFHURVREMHWLYRVGRVLVWHPDHVHXVSURFHVVRVHRVUHFXUVRVQHFHVViULRV

SDUD HQWUHJDU UHVXOWDGRV GH DFRUGR FRP RV UHTXLVLWRV GRV FOLHQWHV H FRP DV SROtWLFDV GD
RUJDQL]DomR
— DoID]HULPSOHPHQWDURTXHIRLSODQHMDGR
— Check FKHFDU PRQLWRUDU H RQGH DSOLFiYHO PHGLU RV SURFHVVRV H RV SURGXWRV H VHUYLoRV
UHVXOWDQWHVHPUHODomRDSROtWLFDVREMHWLYRVHUHTXLVLWRVHUHSRUWDURVUHVXOWDGRV
— ActDJLUH[HFXWDUDo}HVSDUDPHOKRUDUGHVHPSHQKRFRQIRUPHQHFHVViULR
0.3.3 Mentalidade de risco
$ PHQWDOLGDGH GH ULVFR YHU 6HomR $ p HVVHQFLDO SDUD VH FRQVHJXLU XP VLVWHPD GH JHVWmR GD
TXDOLGDGHH¿FD]2FRQFHLWRGHPHQWDOLGDGHGHULVFRHVWDYDLPSOtFLWRQDVYHUV}HVDQWHULRUHVGHVWD
1RUPDLQFOXLQGRSRUH[HPSORUHDOL]DUDo}HVSUHYHQWLYDVSDUDHOLPLQDUQmRFRQIRUPLGDGHVSRWHQFLDLV
DQDOLVDU TXDLVTXHU QmR FRQIRUPLGDGHV TXH RFRUUDP H WRPDU DomR SDUD SUHYHQLU UHFRUUrQFLDV TXH
VHMDPDSURSULDGDVDRVHIHLWRVGDQmRFRQIRUPLGDGH
3DUDHVWDUFRQIRUPHFRPRVUHTXLVLWRVGHVWD1RUPDXPDRUJDQL]DomRSUHFLVDSODQHMDUHLPSOHPHQWDU
Do}HVSDUDDERUGDUULVFRVHRSRUWXQLGDGHV$DERUGDJHPGHULVFRVHRSRUWXQLGDGHVHVWDEHOHFHXPD
EDVHSDUDRDXPHQWRGDH¿FiFLDGRVLVWHPDGHJHVWmRGDTXDOLGDGHFRQVHJXLUUHVXOWDGRVPHOKRUDGRV
HSDUDDSUHYHQomRGHHIHLWRVQHJDWLYRV
x © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

2SRUWXQLGDGHVSRGHPVXUJLUFRPRUHVXOWDGRGHXPDVLWXDomRIDYRUiYHODRDWLQJLPHQWRGHXPUHVXOWDGR
SUHWHQGLGRSRUH[HPSORXPFRQMXQWRGHFLUFXQVWkQFLDVTXHSRVVLELOLWHjRUJDQL]DomRDWUDLUFOLHQWHV
GHVHQYROYHUQRYRVSURGXWRVHVHUYLoRVUHGX]LUGHVSHUGtFLRRXPHOKRUDUSURGXWLYLGDGH$o}HVSDUD
DERUGDURSRUWXQLGDGHVSRGHPWDPEpPLQFOXLUDFRQVLGHUDomRGHULVFRVDVVRFLDGRV5LVFRpRHIHLWR
GD LQFHUWH]D H TXDOTXHU LQFHUWH]D SRGH WHU XP HIHLWR SRVLWLYR RX QHJDWLYR 8P GHVYLR SRVLWLYR
SURYHQLHQWHGHXPULVFRSRGHRIHUHFHUXPDRSRUWXQLGDGHPDVQHPWRGRVRVHIHLWRVSRVLWLYRVGHULVFR
UHVXOWDPHPRSRUWXQLGDGHV
0.4 Relacionamento com outras normas de sistemas de gestão
(VWD1RUPDDSOLFDDHVWUXWXUDGHVHQYROYLGDSHOD,62SDUDPHOKRUDURDOLQKDPHQWRHQWUHVXDV1RUPDV
SDUDVLVWHPDVGHJHVWmRYHU6HomR$
(VWD1RUPDKDELOLWDXPDRUJDQL]DomRDXVDUDDERUGDJHPGHSURFHVVRFRPELQDGDFRPRFLFOR3'&$
HDPHQWDOLGDGHGHULVFRSDUDDOLQKDURXLQWHJUDUVHXVLVWHPDGHJHVWmRGDTXDOLGDGHFRPRVUHTXLVLWRV
GHRXWUDVQRUPDVGHVLVWHPDVGHJHVWmR
(VWD1RUPDVHUHODFLRQDFRPDV$%171%5,62H$%171%5,62FRPRDVHJXLU
— D$%171%5,62Sistemas de gestão da qualidade – Fundamentos e vocabulárioSURYr

DEDVHHVVHQFLDOSDUDRHQWHQGLPHQWRHDLPSOHPHQWDomRDSURSULDGRVGHVWD1RUPD
— D$%171%5,62*HVWmRSDUDRVXFHVVRVXVWHQWDGRGHXPDRUJDQL]DomR – Uma abordagem

da gestão da qualidade SURYr GLUHWUL]HV SDUD RUJDQL]Do}HV TXH HVFROKHP SURJUHGLU DOpP GRV
requisitos desta Norma.
2$QH[R%SURYrGHWDOKHVGHRXWUDV1RUPDVVREUHJHVWmRGDTXDOLGDGHHVLVWHPDVGHJHVWmRGDTXDOL-
GDGHTXHIRUDPGHVHQYROYLGDVSHOR,627&
(VWD 1RUPD QmR LQFOXL UHTXLVLWRV HVSHFt¿FRV SDUD RXWURV VLVWHPDV GH JHVWmR FRPR DTXHOHV SDUD
JHVWmRDPELHQWDOJHVWmRGDVD~GHHVHJXUDQoDRFXSDFLRQDLVRXJHVWmR¿QDQFHLUD
1RUPDVGHVLVWHPDVGHJHVWmRGDTXDOLGDGHGHVHWRUHVHVSHFt¿FRVEDVHDGDVQRVUHTXLVLWRVGHVWD
1RUPDIRUDPGHVHQYROYLGDVSDUDGLYHUVRVVHWRUHV$OJXPDVGHVVDVQRUPDVHVSHFL¿FDPUHTXLVLWRV
DGLFLRQDLVGHVLVWHPDVGHJHVWmRGDTXDOLGDGHHQTXDQWRRXWUDVVHOLPLWDPDSURYHUGLUHWUL]HVSDUD
DDSOLFDomRGHVWD1RUPDQHVVHVHWRUSDUWLFXODU
8PD PDWUL] PRVWUDQGR D FRUUHODomR HQWUH DV VHo}HV GHVWD HGLomR GHVWD 1RUPD H D HGLomR
DQWHULRU $%17 1%5 ,62 SRGH VHU HQFRQWUDGD QR site DEHUWR GR ,627&6& HP
ZZZLVRRUJWFVFSXEOLF
© ISO 2015 - © ABNT 2015 - Todos os direitos reservados xi

NORMA BRASILEIRA ABNT NBR ISO 9001:2015
Sistemas de gestão da qualidade — Requisitos
1 Escopo
(VWD1RUPDHVSHFL¿FDUHTXLVLWRVSDUDXPVLVWHPDGHJHVWmRGDTXDOLGDGHTXDQGRXPDRUJDQL]DomR
௘D QHFHVVLWD GHPRQVWUDU VXD FDSDFLGDGH SDUD SURYHU FRQVLVWHQWHPHQWH SURGXWRV H VHUYLoRV

TXHDWHQGDPDRVUHTXLVLWRVGRFOLHQWHHDRVUHTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHVDSOLFiYHLVH
௘E YLVDDXPHQWDUDVDWLVIDomRGRFOLHQWHSRUPHLRGDDSOLFDomRH¿FD]GRVLVWHPDLQFOXLQGRSURFHVVRV
SDUDPHOKRULDGRVLVWHPDHSDUDDJDUDQWLDGDFRQIRUPLGDGHFRPRVUHTXLVLWRVGRFOLHQWHHFRPRV
UHTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHVDSOLFiYHLV
7RGRVRVUHTXLVLWRVGHVWD1RUPDVmRJHQpULFRVHGHVWLQDGRVDVHUDSOLFiYHLVDWRGDVDVRUJDQL]Do}HV
LQGHSHQGHQWHPHQWHGHVHXWLSRWDPDQKRHGRSURGXWRHVHUYLoRTXHSURYr
127$ 1HVWD1RUPDRVWHUPRV³SURGXWR´RX³VHUYLoR´DSOLFDPVHVRPHQWHDSURGXWRVHVHUYLoRVGHVWL-
QDGRVDRXUHTXHULGRVSRUXPFOLHQWH
127$ 5HTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHVSRGHPVHUH[SUHVVRVFRPRUHTXLVLWRVOHJDLV
2 Referência normativa
2 GRFXPHQWR D VHJXLU QR WRGR RX HP SDUWH p UHIHUHQFLDGR QRUPDWLYDPHQWH QHVWH GRFXPHQWR H p
LQGLVSHQViYHO j VXD DSOLFDomR 3DUD UHIHUrQFLDV GDWDGDV DSOLFDPVH VRPHQWH DV HGLo}HV FLWDGDV
3DUD UHIHUrQFLDV QmR GDWDGDV DSOLFDPVH DV HGLo}HV PDLV UHFHQWHV GR UHIHULGR GRFXPHQWR
LQFOXLQGRHPHQGDV
$%171%5,62Sistemas de gestão da qualidade – Fundamentos e vocabulário
3 7HUPRVHGH¿QLo}HV
3DUDRVHIHLWRVGHVWHGRFXPHQWRDSOLFDPVHRVWHUPRVHGH¿QLo}HVGD$%171%5,62
4 Contexto da organização
4.1 Entendendo a organização e seu contexto
$RUJDQL]DomRGHYHGHWHUPLQDUTXHVW}HVH[WHUQDVHLQWHUQDVTXHVHMDPSHUWLQHQWHVSDUDRVHXSURSy-
VLWRHSDUDVHXGLUHFLRQDPHQWRHVWUDWpJLFRHTXHDIHWHPVXDFDSDFLGDGHGHDOFDQoDURVUHVXOWDGRV
SUHWHQGLGRVGHVHXVLVWHPDGHJHVWmRGDTXDOLGDGH
$ RUJDQL]DomR GHYH PRQLWRUDU H DQDOLVDU FULWLFDPHQWH LQIRUPDomR VREUH HVVDV TXHVW}HV H[WHUQDV
e internas.
127$ 4XHVW}HVSRGHPLQFOXLUIDWRUHVRXFRQGLo}HVSRVLWLYRVHQHJDWLYRVSDUDFRQVLGHUDomR
127$ 2HQWHQGLPHQWRGRFRQWH[WRH[WHUQRSRGHVHUIDFLOLWDGRSHODFRQVLGHUDomRGHTXHVW}HVSURYHQLHQWHV
GRVDPELHQWHVOHJDOWHFQROyJLFRFRPSHWLWLYRGHPHUFDGRFXOWXUDOVRFLDOHHFRQ{PLFRWDQWRLQWHUQDFLRQDLV
TXDQWRQDFLRQDLVUHJLRQDLVRXORFDLV
© ISO 2015 - © ABNT 2015 - Todos os direitos reservados 1

127$ 2HQWHQGLPHQWRGRFRQWH[WRLQWHUQRSRGHVHUIDFLOLWDGRSHODFRQVLGHUDomRGHTXHVW}HVUHODWLYDV
DYDORUHVFXOWXUDFRQKHFLPHQWRHGHVHPSHQKRGDRUJDQL]DomR
4.2 Entendendo as necessidades e expectativas de partes interessadas
'HYLGR DR VHX HIHLWR RX SRWHQFLDO HIHLWR VREUH D FDSDFLGDGH GD RUJDQL]DomR SDUD SURYHU FRQVLV-
WHQWHPHQWHSURGXWRVHVHUYLoRVTXHDWHQGDPDRVUHTXLVLWRVGRFOLHQWHHDRVUHTXLVLWRVHVWDWXWiULRV
HUHJXODPHQWDUHVDSOLFiYHLVDRUJDQL]DomRGHYHGHWHUPLQDU
௘D DVSDUWHVLQWHUHVVDGDVTXHVHMDPSHUWLQHQWHVSDUDRVLVWHPDGHJHVWmRGDTXDOLGDGH
௘E RV UHTXLVLWRV GHVVDV SDUWHV LQWHUHVVDGDV TXH VHMDP SHUWLQHQWHV SDUD R VLVWHPD GH JHVWmR GD
TXDOLGDGH
$ RUJDQL]DomR GHYH PRQLWRUDU H DQDOLVDU FULWLFDPHQWH LQIRUPDomR VREUH HVVDV SDUWHV LQWHUHVVDGDV
e seus requisitos pertinentes.
4.3 Determinando o escopo do sistema de gestão da qualidade
$RUJDQL]DomRGHYHGHWHUPLQDURVOLPLWHVHDDSOLFDELOLGDGHGRVLVWHPDGHJHVWmRGDTXDOLGDGHSDUD
HVWDEHOHFHURVHXHVFRSR
$RGHWHUPLQDUHVVHHVFRSRDRUJDQL]DomRGHYHFRQVLGHUDU
௘D DVTXHVW}HVH[WHUQDVHLQWHUQDVUHIHULGDVHP
௘E RVUHTXLVLWRVGDVSDUWHVLQWHUHVVDGDVSHUWLQHQWHVUHIHULGRVHP
௘F RVSURGXWRVHVHUYLoRVGDRUJDQL]DomR
$ RUJDQL]DomR GHYH DSOLFDU WRGRV RV UHTXLVLWRV GHVWD 1RUPD VH HOHV IRUHP DSOLFiYHLV QR HVFRSR
GHWHUPLQDGRGRVHXVLVWHPDGHJHVWmRGDTXDOLGDGH
2 HVFRSR GR VLVWHPD GH JHVWmR GD TXDOLGDGH GD RUJDQL]DomR GHYH HVWDU GLVSRQtYHO H VHU PDQWLGR
FRPR LQIRUPDomR GRFXPHQWDGD 2 HVFRSR GHYH GHFODUDU RV WLSRV GH SURGXWRV H VHUYLoRV FREHUWRV
HSURYHUMXVWL¿FDWLYDSDUDTXDOTXHUUHTXLVLWRGHVWD1RUPDTXHDRUJDQL]DomRGHWHUPLQDUTXHQmRVHMD
DSOLFiYHODRHVFRSRGRVHXVLVWHPDGHJHVWmRGDTXDOLGDGH
$FRQIRUPLGDGHFRPHVWD1RUPDVySRGHVHUDOHJDGDVHRVUHTXLVLWRVGHWHUPLQDGRVFRPRQmRDSOLFi-
$FRQIRUPLGDGHFRPHVWD1RUPDVySSRGHVHUDOHJ
S HJ
HJDGDVHRVUHTX
TX
TXLVLWRVGHWHUPLQDGRVFRPRQmRDSO
SO
SOLFi-
YHLVQmRDIHWDUHPDFDSDFLGDGHRXDUHVSRQVDELOLGDGHGDRUJDQL]DomRGHDVVHJXUDUDFRQIRUPLGDGH
SD VS JD H
GHVHXVSURGXWRVHVHUYLoRVHRDXPHQWRGDVDWLVIDomRGRFOLHQWH
GHVHXVSURGXWRVHVHUYLoRVHRDXPHQWRGDVDWLVIDomRGRFOLHQWH
4.4 Sistema de gestão da qualidade e seus processos
4.4.1 $RUJDQL]DomRGHYHHVWDEHOHFHULPSOHPHQWDUPDQWHUHPHOKRUDUFRQWLQXDPHQWHXPVLVWHPD
GHJHVWmRGDTXDOLGDGHLQFOXLQGRRVSURFHVVRVQHFHVViULRVHVXDVLQWHUDo}HVGHDFRUGRFRPRVUHTXL-
sitos desta Norma.
$ RUJDQL]DomR GHYH GHWHUPLQDU RV SURFHVVRV QHFHVViULRV SDUD R VLVWHPD GH JHVWmR GD TXDOLGDGH
HVXDDSOLFDomRQDRUJDQL]DomRHGHYH
௘D GHWHUPLQDUDVHQWUDGDVUHTXHULGDVHDVVDtGDVHVSHUDGDVGHVVHVSURFHVVRV
௘E GHWHUPLQDUDVHTXrQFLDHDLQWHUDomRGHVVHVSURFHVVRV
2 © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

௘F GHWHUPLQDU H DSOLFDU RV FULWpULRV H PpWRGRV LQFOXLQGR PRQLWRUDPHQWR PHGLo}HV H LQGLFDGRUHV

GH GHVHPSHQKR UHODFLRQDGRV QHFHVViULRV SDUD DVVHJXUDU D RSHUDomR H R FRQWUROH H¿FD]HV
GHVVHVSURFHVVRV
௘G GHWHUPLQDURVUHFXUVRVQHFHVViULRVSDUDHVVHVSURFHVVRVHDVVHJXUDUDVXDGLVSRQLELOLGDGH
௘H DWULEXLUDVUHVSRQVDELOLGDGHVHDXWRULGDGHVSDUDHVVHVSURFHVVRV
௘I DERUGDURVULVFRVHRSRUWXQLGDGHVFRQIRUPHGHWHUPLQDGRVGHDFRUGRFRPRVUHTXLVLWRVGH
௘J DYDOLDU HVVHV SURFHVVRV H LPSOHPHQWDU TXDLVTXHU PXGDQoDV QHFHVViULDV SDUD DVVHJXUDU TXH
HVVHVSURFHVVRVDOFDQFHPVHXVUHVXOWDGRVSUHWHQGLGRV
௘K PHOKRUDURVSURFHVVRVHRVLVWHPDGHJHVWmRGDTXDOLGDGH
4.4.2 1DH[WHQVmRQHFHVViULDDRUJDQL]DomRGHYH
௘D PDQWHULQIRUPDomRGRFXPHQWDGDSDUDDSRLDUDRSHUDomRGHVHXVSURFHVVRV
௘E UHWHULQIRUPDomRGRFXPHQWDGDSDUDWHUFRQ¿DQoDHPTXHRVSURFHVVRVVHMDPUHDOL]DGRVFRQIRUPH
SODQHMDGR
5 Liderança
5.1 Liderança e comprometimento
5.1.1 Generalidades
$$OWD 'LUHomR GHYH GHPRQVWUDU OLGHUDQoD H FRPSURPHWLPHQWR FRP UHODomR DR VLVWHPD GH JHVWmR
GDTXDOLGDGH
௘D UHVSRQVDELOL]DQGRVHSRUSUHVWDUFRQWDVSHODH¿FiFLDGRVLVWHPDGHJHVWmRGDTXDOLGDGH
NOTA BRASILEIRA $ H[SUHVVmR ³UHVSRQVDELOLGDGH SRU SUHVWDU FRQWD´ IRL XVDGD FRPR WUDGXomR GR
termo “taking accountability”.
௘E DVVHJXUDQGRTXHDSROtWLFDGDTXDOLGDGHHRVREMHWLYRVGDTXDOLGDGHVHMDPHVWDEHOHFLGRVSDUD
RVLVWHPDGHJHVWmRGDTXDOLGDGHHTXHVHMDPFRPSDWtYHLVFRPRFRQWH[WRHDGLUHomRHVWUDWpJLFD
GDRUJDQL]DomR
௘F DVVHJXUDQGR D LQWHJUDomR GRV UHTXLVLWRV GR VLVWHPD GH JHVWmR GD TXDOLGDGH QRV SURFHVVRV
GHQHJyFLRGDRUJDQL]DomR
௘G SURPRYHQGRRXVRGDDERUGDJHPGHSURFHVVRHGDPHQWDOLGDGHGHULVFR
௘H DVVHJXUDQGR TXH RV UHFXUVRV QHFHVViULRV SDUD R VLVWHPD GH JHVWmR GD TXDOLGDGH HVWHMDP
GLVSRQtYHLV
௘I FRPXQLFDQGRDLPSRUWkQFLDGHXPDJHVWmRGDTXDOLGDGHH¿FD]HGHHVWDUFRQIRUPHFRPRVUHTXL-
VLWRVGRVLVWHPDGHJHVWmRGDTXDOLGDGH
௘J DVVHJXUDQGRTXHRVLVWHPDGHJHVWmRGDTXDOLGDGHDOFDQFHVHXVUHVXOWDGRVSUHWHQGLGRV

௘K HQJDMDQGR GLULJLQGR H DSRLDQGR SHVVRDV D FRQWULEXLU SDUD D H¿FiFLD GR VLVWHPD GH JHVWmR
GDTXDOLGDGH
௘L SURPRYHQGRPHOKRULD
௘M DSRLDQGRRXWURVSDSpLVSHUWLQHQWHVGDJHVWmRDGHPRQVWUDUFRPRVXDOLGHUDQoDVHDSOLFDjViUHDV
VREVXDUHVSRQVDELOLGDGH
127$ $UHIHUrQFLDD³QHJyFLR´QHVWD1RUPDSRGHVHULQWHUSUHWDGDGHPRGRDPSORFRPRDTXHODVDWLYL-
GDGHVFHQWUDLVSDUDRVSURSyVLWRVGDH[LVWrQFLDGDRUJDQL]DomRVHMDHODS~EOLFDSULYDGDYROWDGDSDUDROXFUR
RXVHP¿QDOLGDGHOXFUDWLYD
5.1.2 Foco no cliente
$$OWD'LUHomRGHYHGHPRQVWUDUOLGHUDQoDHFRPSURPHWLPHQWRFRPUHODomRDRIRFRQRFOLHQWHDVVHJX-
rando que:
௘D RVUHTXLVLWRVGRFOLHQWHHRVUHTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHVSHUWLQHQWHVVHMDPGHWHUPL-
QDGRVHQWHQGLGRVHDWHQGLGRVFRQVLVWHQWHPHQWH
௘E RVULVFRVHRSRUWXQLGDGHVTXHSRVVDPDIHWDUDFRQIRUPLGDGHGHSURGXWRVHVHUYLoRVHDFDSDFLGDGH
GHDXPDQWDUDVDWLVIDomRGRFOLHQWHVHMDPGHWHUPLQDGRVHDERUGDGRV
௘F RIRFRQRDXPHQWRGDVDWLVIDomRGRFOLHQWHVHMDPDQWLGR
5.2 Política
5.2.1 Desenvolvendo a política da qualidade
$$OWD'LUHomRGHYHHVWDEHOHFHULPSOHPHQWDUHPDQWHUXPDSROtWLFDGDTXDOLGDGHTXH
௘D VHMDDSURSULDGDDRSURSyVLWRHDRFRQWH[WRGDRUJDQL]DomRHDSRLHVHXGLUHFLRQDPHQWRHVWUDWpJLFR
௘E SURYHMDXPDHVWUXWXUDSDUDRHVWDEHOHFLPHQWRGRVREMHWLYRVGDTXDOLGDGH
௘F LQFOXDXPFRPSURPHWLPHQWRHPVDWLVID]HUUHTXLVLWRVDSOLFiYHLV
௘G LQFOXDXPFRPSURPHWLPHQWRFRPDPHOKRULDFRQWtQXDGRVLVWHPDGHJHVWmRGDTXDOLGDGH
5.2.2 Comunicando a política da qualidade
$SROtWLFDGDTXDOLGDGHGHYH
௘D HVWDUGLVSRQtYHOHVHUPDQWLGDFRPRLQIRUPDomRGRFXPHQWDGD
௘E VHUFRPXQLFDGDHQWHQGLGDHDSOLFDGDQDRUJDQL]DomR
௘F HVWDUGLVSRQtYHOSDUDSDUWHVLQWHUHVVDGDVSHUWLQHQWHVFRPRDSURSULDGR
5.3 Papéis, responsabilidades e autoridades organizacionais
$ $OWD 'LUHomR GHYH DVVHJXUDU TXH DV UHVSRQVDELOLGDGHV H DXWRULGDGHV SDUD SDSpLV SHUWLQHQWHV
VHMDPDWULEXtGDVFRPXQLFDGDVHHQWHQGLGDVQDRUJDQL]DomR

$$OWD'LUHomRGHYHDWULEXLUDUHVSRQVDELOLGDGHHDXWRULGDGHSDUD
௘D DVVHJXUDUTXHRVLVWHPDGHJHVWmRGDTXDOLGDGHHVWHMDFRQIRUPHFRPRVUHTXLVLWRVGHVWD1RUPD
௘E DVVHJXUDUTXHRVSURFHVVRVHQWUHJXHPVXDVVDtGDVSUHWHQGLGDV
௘F UHODWDU R GHVHPSHQKR GR VLVWHPD GH JHVWmR GD TXDOLGDGH H DV RSRUWXQLGDGHV SDUD PHOKRULD
YHUHPSDUWLFXODUSDUDD$OWD'LUHomR
௘G DVVHJXUDUDSURPRomRGRIRFRQRFOLHQWHQDRUJDQL]DomR
௘H DVVHJXUDU TXH D LQWHJULGDGH GR VLVWHPD GH JHVWmR GD TXDOLGDGH VHMD PDQWLGD TXDQGR IRUHP
SODQHMDGDVHLPSOHPHQWDGDVPXGDQoDVQRVLVWHPDGHJHVWmRGDTXDOLGDGH
6 Planejamento
6.1 $o}HVSDUDDERUGDUULVFRVHRSRUWXQLGDGHV
6.1.1 $R SODQHMDU R VLVWHPD GH JHVWmR GD TXDOLGDGH D RUJDQL]DomR GHYH FRQVLGHUDU DV TXHVW}HV
UHIHULGDVHPHRVUHTXLVLWRVUHIHULGRVHPHGHWHUPLQDURVULVFRVHRSRUWXQLGDGHVTXHSUHFLVDP
VHUDERUGDGRVSDUD
௘D DVVHJXUDUTXHRVLVWHPDGHJHVWmRGDTXDOLGDGHSRVVDDOFDQoDUVHXVUHVXOWDGRVSUHWHQGLGRV
௘E DXPHQWDUHIHLWRVGHVHMiYHLV
௘F SUHYHQLURXUHGX]LUHIHLWRVLQGHVHMiYHLV
௘G DOFDQoDUPHOKRULD
6.1.2 $RUJDQL]DomRGHYHSODQHMDU
௘D Do}HVSDUDDERUGDUHVVHVULVFRVHRSRUWXQLGDGHV
௘E como:
௘ LQWHJUDU H LPSOHPHQWDU DV Do}HV QRV SURFHVVRV GR VHX VLVWHPD GH JHVWmR GD TXDOLGDGH
YHU
௘ DYDOLDUDH¿FiFLDGHVVDVDo}HV
$o}HV WRPDGDV SDUD DERUGDU ULVFRV H RSRUWXQLGDGHV GHYHP VHU DSURSULDGDV DR LPSDFWR SRWHQFLDO
VREUHDFRQIRUPLGDGHGHSURGXWRVHVHUYLoRV
127$ 2So}HV SDUD DERUGDU ULVFRV SRGHP LQFOXLU HYLWDU R ULVFR DVVXPLU R ULVFR SDUD SHUVHJXLU XPD
RSRUWXQLGDGH HOLPLQDU D IRQWH GH ULVFR PXGDU D SUREDELOLGDGH RX DV FRQVHTXrQFLDV FRPSDUWLOKDU R ULVFR
RXGHFLGLUFRPEDVHHPLQIRUPDomRUHWHURULVFR
127$ 2SRUWXQLGDGHVSRGHPOHYDUjDGRomRGHQRYDVSUiWLFDVODQoDPHQWRGHQRYRVSURGXWRVDEHUWXUD
GH QRYRV PHUFDGRV DERUGDJHP GH QRYRV FOLHQWHV FRQVWUXomR GH SDUFHULDV XVR GH QRYDV WHFQRORJLDV
H RXWUDV SRVVLELOLGDGHV GHVHMiYHLV H YLiYHLV SDUD DERUGDU DV QHFHVVLGDGHV GD RUJDQL]DomR RX GH VHXV
FOLHQWHV

6.2 Objetivos da qualidade e planejamento para alcançá-los
6.2.1 $RUJDQL]DomRGHYHHVWDEHOHFHUREMHWLYRVGDTXDOLGDGHQDVIXQo}HVQtYHLVHSURFHVVRVSHUWL-
QHQWHVQHFHVViULRVSDUDRVLVWHPDGHJHVWmRGDTXDOLGDGH
2VREMHWLYRVGDTXDOLGDGHGHYHP
௘D VHUFRHUHQWHVFRPDSROtWLFDGDTXDOLGDGH
௘E VHUPHQVXUiYHLV
௘F OHYDUHPFRQWDUHTXLVLWRVDSOLFiYHLV
௘G VHUSHUWLQHQWHVSDUDDFRQIRUPLGDGHGHSURGXWRVHVHUYLoRVHSDUDDXPHQWDUDVDWLVIDomRGRFOLHQWH
௘H VHUPRQLWRUDGRV
௘I VHUFRPXQLFDGRV
௘J VHUDWXDOL]DGRVFRPRDSURSULDGR
$RUJDQL]DomRGHYHPDQWHULQIRUPDomRGRFXPHQWDGDVREUHRVREMHWLYRVGDTXDOLGDGH
6.2.2 $RSODQHMDUFRPRDOFDQoDUVHXVREMHWLYRVGDTXDOLGDGHDRUJDQL]DomRGHYHGHWHUPLQDU
௘D RTXHVHUiIHLWR
௘E TXDLVUHFXUVRVVHUmRUHTXHULGRV
௘F TXHPVHUiUHVSRQViYHO
௘G TXDQGRLVVRVHUiFRQFOXtGR
௘H FRPRRVUHVXOWDGRVVHUmRDYDOLDGRV
6.3 Planejamento de mudanças
4XDQGRDRUJDQL]DomRGHWHUPLQDDQHFHVVLGDGHGHPXGDQoDVQRVLVWHPDGHJHVWmRGDTXDOLGDGH
DVPXGDQoDVGHYHPVHUUHDOL]DGDVGHXPDPDQHLUDSODQHMDGDHVLVWHPiWLFDYHU
$RUJDQL]DomRGHYHFRQVLGHUDU
௘D RSURSyVLWRGDVPXGDQoDVHVXDVSRWHQFLDLVFRQVHTXrQFLDV
௘E DLQWHJULGDGHGRVLVWHPDGHJHVWmRGDTXDOLGDGH
௘F DGLVSRQLELOLGDGHGHUHFXUVRV
௘G DDORFDomRRXUHDORFDomRGHUHVSRQVDELOLGDGHVHDXWRULGDGHV
© ISO 2015 - © ABNT 2015 - Todos os direitos reservados

7 Apoio
7.1 Recursos
7.1.1 Generalidades
$RUJDQL]DomRGHYHGHWHUPLQDUHSURYHURVUHFXUVRVQHFHVViULRVSDUDRHVWDEHOHFLPHQWRLPSOHPHQ-
WDomRPDQXWHQomRHPHOKRULDFRQWtQXDGRVLVWHPDGHJHVWmRGDTXDOLGDGH
$RUJDQL]DomRGHYHFRQVLGHUDU
௘D DVFDSDFLGDGHVHUHVWULo}HVGHUHFXUVRVLQWHUQRVH[LVWHQWHV
௘E RTXHSUHFLVDVHUREWLGRGHSURYHGRUHVH[WHUQRV
7.1.2 Pessoas
$RUJDQL]DomRGHYHGHWHUPLQDUHSURYHUDVSHVVRDVQHFHVViULDVSDUDDLPSOHPHQWDomRH¿FD]GRVHX
VLVWHPDGHJHVWmRGDTXDOLGDGHHSDUDDRSHUDomRHFRQWUROHGHVHXVSURFHVVRV
7.1.3 Infraestrutura
$RUJDQL]DomRGHYHGHWHUPLQDUSURYHUHPDQWHUDLQIUDHVWUXWXUDQHFHVViULDSDUDDRSHUDomRGRVVHXV
SURFHVVRVHSDUDDOFDQoDUDFRQIRUPLGDGHGHSURGXWRVHVHUYLoRV
127$ ,QIUDHVWUXWXUDSRGHLQFOXLU
௘D HGLItFLRVHXWLOLGDGHVDVVRFLDGDV
௘E HTXLSDPHQWRLQFOXLQGRPDWHULDLVPiTXLQDVIHUUDPHQWDVHWFHVRIWZDUH
NOTA BRASILEIRA 1 O termo “KDUGZDUH´IRLWUDGX]LGRSRUPDUWHULDLVPiTXLQDVIHUUDPHQWDVHWF
NOTA BRASILEIRA 2 (P HGLo}HV DQWHULRUHV VRIWZDUH IRL WUDGX]LGR SRU ³SURJUDPD GH FRPSXWDGRU´
1HVWDHGLomRSUHIHULXVHPDQWHURWHUPRHPLQJOrVGHYLGRjIDOWDGHXPWHUPRDGHTXDGRSDUDGHVLJQDU
DVGLYHUVDVQRYDVIRUPDVTXHDSDODYUDVRIWZDUHYHPDGTXLULQGRDRORQJRGRWHPSRFRPRSURJUDPDV
SDUDDSDUHOKRVFHOXODUHVtabletsLQVWUXo}HVHPIRUPDGHWHFQRORJLDHPEDUFDGDLQVWUXo}HVGHRSHUDomRHWF
௘F UHFXUVRVSDUDWUDQVSRUWH
௘G WHFQRORJLDGDLQIRUPDomRHGHFRPXQLFDomR
7.1.4 Ambiente para a operação dos processos
$RUJDQL]DomRGHYHGHWHUPLQDUSURYHUHPDQWHUXPDPELHQWHQHFHVViULRSDUDDRSHUDomRGHVHXV
SURFHVVRVHSDUDDOFDQoDUDFRQIRUPLGDGHGHSURGXWRVHVHUYLoRV
127$ 8PDPELHQWHDGHTXDGRSRGHVHUDFRPELQDomRGHIDWRUHVKXPDQRVHItVLFRVFRPR
௘D VRFLDOSRUH[HPSORQmRGLVFULPLQDWyULRFDOPRQmRFRQIURQWDQWH
௘E SVLFROyJLFRSRUH[HPSORUHGXWRUGHHVWUHVVHSUHYHQWLYRTXDQWRjH[DXVWmRHPRFLRQDOPHQWHSURWHWRU
௘F ItVLFRSRUH[HPSORWHPSHUDWXUDFDORUXPLGDGHOX]ÀX[RGHDUKLJLHQHUXtGR
(VVHVIDWRUHVSRGHPGLIHULUVXEVWDQFLDOPHQWHGHSHQGHQGRGRVSURGXWRVHVHUYLoRVSURYLGRV

7.1.5 Recursos de monitoramento e medição
7.1.5.1 Generalidades
$RUJDQL]DomRGHYHGHWHUPLQDUHSURYHURVUHFXUVRVQHFHVViULRVSDUDDVVHJXUDUUHVXOWDGRVYiOLGRV
HFRQ¿iYHLVTXDQGRPRQLWRUDPHQWRRXPHGLomRIRUXVDGRSDUDYHUL¿FDUDFRQIRUPLGDGHGHSURGXWRV
HVHUYLoRVFRPUHTXLVLWRV
$RUJDQL]DomRGHYHDVVHJXUDUTXHRVUHFXUVRVSURYLGRV
௘D VHMDPDGHTXDGRVSDUDRWLSRHVSHFt¿FRGHDWLYLGDGHVGHPRQLWRUDPHQWRHPHGLomRDVVXPLGDV
௘E VHMDPPDQWLGRVSDUDDVVHJXUDUTXHHVWHMDPFRQWLQXDPHQWHDSURSULDGRVDRVVHXVSURSyVLWRV
$RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDDSURSULDGDFRPRHYLGrQFLDGHTXHRVUHFXUVRV
GHPRQLWRUDPHQWRHPHGLomRVHMDPDSURSULDGRVSDUDRVVHXVSURSyVLWRV
7.1.5.2 Rastreabilidade de medição
4XDQGR D UDVWUHDELOLGDGH GH PHGLomR IRU XP UHTXLVLWR RX IRU FRQVLGHUDGD SHOD RUJDQL]DomR XPD
SDUWH HVVHQFLDO GD SURYLVmR GH FRQ¿DQoD QD YDOLGDGH GH UHVXOWDGRV GH PHGLomR RV HTXLSDPHQWRV
GHPHGLomRGHYHPVHU
௘D YHUL¿FDGRVRXFDOLEUDGRVRXDPERVDLQWHUYDORVHVSHFL¿FDGRVRXDQWHVGRXVRFRQWUDSDGU}HV
GHPHGLomRUDVWUHiYHLVDSDGU}HVGHPHGLomRLQWHUQDFLRQDLVRXQDFLRQDLVTXDQGRWDLVSDGU}HV
QmR H[LVWLUHP D EDVH XVDGD SDUD FDOLEUDomR RX YHUL¿FDomR GHYH VHU UHWLGD FRPR LQIRUPDomR
GRFXPHQWDGD
௘E LGHQWL¿FDGRVSDUDGHWHUPLQDUVXDVLWXDomR
௘F VDOYDJXDUGDGRVFRQWUDDMXVWHVGDQRVRXGHWHULRUDomRTXHLQYDOLGDULDPDVLWXDomRGHFDOLEUDomR
HUHVXOWDGRVGHPHGLo}HVVXEVHTXHQWHV
$RUJDQL]DomRGHYHGHWHUPLQDUVHDYDOLGDGHGHUHVXOWDGRVGHPHGLomRDQWHULRUHVIRLDGYHUVDPHQWH
DIHWDGDTXDQGRRHTXLSDPHQWRGHPHGLomRIRUFRQVWDWDGRLQDSURSULDGRSDUDVHXSURSyVLWRSUHWHQGLGR
HGHYHWRPDUDomRDSURSULDGDFRPRQHFHVViULR
7.1.6 Conhecimento organizacional
$RUJDQL]DomRGHYHGHWHUPLQDURFRQKHFLPHQWRQHFHVViULRSDUDDRSHUDomRGHVHXVSURFHVVRVHSDUD
DOFDQoDUDFRQIRUPLGDGHGHSURGXWRVHVHUYLoRV
(VVHFRQKHFLPHQWRGHYHVHUPDQWLGRHHVWDUGLVSRQtYHOQDH[WHQVmRQHFHVViULD
$RDERUGDUQHFHVVLGDGHVHWHQGrQFLDVGHPXGDQoDVDRUJDQL]DomRGHYHFRQVLGHUDUVHXFRQKHFLPHQWR
QR PRPHQWR H GHWHUPLQDU FRPR DGTXLULU RX DFHVVDU TXDOTXHU FRQKHFLPHQWR DGLFLRQDO QHFHVViULR
HDWXDOL]Do}HVUHTXHULGDV
127$ &RQKHFLPHQWR RUJDQL]DFLRQDO p FRQKHFLPHQWR HVSHFt¿FR SDUD D RUJDQL]DomR HOH p REWLGR SRU
H[SHULrQFLD(OHpLQIRUPDomRTXHpXVDGDHFRPSDUWLOKDGDSDUDDOFDQoDURVREMHWLYRVGDRUJDQL]DomR
127$ &RQKHFLPHQWRRUJDQL]DFLRQDOSRGHVHUEDVHDGRHP
௘D IRQWHVLQWHUQDVSRUH[HPSORSURSULHGDGHLQWHOHFWXDOFRQKHFLPHQWRREWLGRGHH[SHULrQFLDOLo}HVDSUHQGLGDV
GHIDOKDVHGHSURMHWRVEHPVXFHGLGRVFDSWXUDHFRPSDUWLOKDPHQWRGHFRQKHFLPHQWRHH[SHULrQFLDQmR
GRFXPHQWDGRVRVUHVXOWDGRVGHPHOKRULDVHPSURFHVVRVSURGXWRVHVHUYLoRV

௘E IRQWHVH[WHUQDVSRUH[HPSORQRUPDVDFDGHPLDFRQIHUrQFLDVFRPSLODomRGHFRQKHFLPHQWRGHFOLHQWHV
RXSURYHGRUHVH[WHUQRV
7.2 Competência
$RUJDQL]DomRGHYH
௘D GHWHUPLQDUDFRPSHWrQFLDQHFHVViULDGHSHVVRDVTXHUHDOL]HPWUDEDOKRVRERVHXFRQWUROH

TXHDIHWHRGHVHPSHQKRHDH¿FiFLDGRVLVWHPDGHJHVWmRGDTXDOLGDGH
௘E DVVHJXUDUTXHHVVDVSHVVRDVVHMDPFRPSHWHQWHVFRPEDVHHPHGXFDomRWUHLQDPHQWRRXH[SH-
ULrQFLDDSURSULDGRV
௘F RQGHDSOLFiYHOWRPDUDo}HVSDUDDGTXLULUDFRPSHWrQFLDQHFHVViULDHDYDOLDUDH¿FiFLDGDVDo}HV
WRPDGDV
௘G UHWHULQIRUPDomRGRFXPHQWDGDDSURSULDGDFRPRHYLGrQFLDGHFRPSHWrQFLD
127$ $o}HV DSOLFiYHLV SRGHP LQFOXLU SRU H[HPSOR D SURYLVmR GH WUHLQDPHQWR R PHQWRUHDPHQWR
RX D PXGDQoD GH DWULEXLo}HV GH SHVVRDV HPSUHJDGDV QR PRPHQWR RX HPSUHJDU RX FRQWUDWDU SHVVRDV
competentes.
NOTA BRASILEIRA ³(PSUHJDU RX FRQWUDWDU´ GR WHUPR HP LQJOrV ± hiring or contracting VLJQL¿FD
DFRQWUDWDomRWHPSRUiULDRXSRUWHPSRLQGHWHUPLQDGRGHSHVVRDOSUySULRRXGHWHUFHLURV
7.3 Conscientização
$ RUJDQL]DomR GHYH DVVHJXUDU TXH SHVVRDV TXH UHDOL]DP WUDEDOKR VRE R FRQWUROH GD RUJDQL]DomR
HVWHMDPFRQVFLHQWHV
௘D GDSROtWLFDGDTXDOLGDGH
௘E GRVREMHWLYRVGDTXDOLGDGHSHUWLQHQWHV
௘F GDVXDFRQWULEXLomRSDUDDH¿FiFLDGRVLVWHPDGHJHVWmRGDTXDOLGDGHLQFOXLQGRRVEHQHItFLRV
GHGHVHPSHQKRPHOKRUDGR
௘G GDVLPSOLFDo}HVGHQmRHVWDUFRQIRUPHFRPRVUHTXLVLWRVGRVLVWHPDGHJHVWmRGDTXDOLGDGH
7.4 Comunicação
$ RUJDQL]DomR GHYH GHWHUPLQDU DV FRPXQLFDo}HV LQWHUQDV H H[WHUQDV SHUWLQHQWHV SDUD R VLVWHPD
GHJHVWmRGDTXDOLGDGHLQFOXLQGR
௘D VREUHRTXHFRPXQLFDU
௘E TXDQGRFRPXQLFDU
௘F FRPTXHPVHFRPXQLFDU
௘G FRPRFRPXQLFDU
௘H quem comunica.

7.5 Informação documentada
7.5.1 Generalidades
2VLVWHPDGHJHVWmRGDTXDOLGDGHGDRUJDQL]DomRGHYHLQFOXLU
௘D LQIRUPDomRGRFXPHQWDGDUHTXHULGDSRUHVWD1RUPD
௘E LQIRUPDomRGRFXPHQWDGDGHWHUPLQDGDSHODRUJDQL]DomRFRPRVHQGRQHFHVViULDSDUDDH¿FiFLD
GRVLVWHPDGHJHVWmRGDTXDOLGDGH
127$ $ H[WHQVmR GD LQIRUPDomR GRFXPHQWDGD SDUD XP VLVWHPD GH JHVWmR GD TXDOLGDGH SRGH GLIHULU
GHXPDRUJDQL]DomRSDUDRXWUDGHYLGR
— DRSRUWHGDRUJDQL]DomRHVHXWLSRGHDWLYLGDGHVSURFHVVRVSURGXWRVHVHUYLoRV
— jFRPSOH[LGDGHGHSURFHVVRVHVXDVLQWHUDo}HV
— jFRPSHWrQFLDGHSHVVRDV
7.5.2 Criando e atualizando
$RFULDUHDWXDOL]DULQIRUPDomRGRFXPHQWDGDDRUJDQL]DomRGHYHDVVHJXUDUDSURSULDGRVDV
௘D LGHQWL¿FDomRHGHVFULomRSRUH[HPSORXPWtWXORGDWDDXWRURXQ~PHURGHUHIHUrQFLD
௘E IRUPDWR SRU H[HPSOR OLQJXDJHP YHUVmR GH VRIWZDUH JUi¿FRV H PHLR SRU H[HPSOR SDSHO
HOHWU{QLFR
௘F DQiOLVHFUtWLFDHDSURYDomRTXDQWRjDGHTXDomRHVX¿FLrQFLD
7.5.3 Controle de informação documentada
7.5.3.1 $LQIRUPDomRGRFXPHQWDGDUHTXHULGDSHORVLVWHPDGHJHVWmRGDTXDOLGDGHHSRUHVWD1RUPD
GHYHVHUFRQWURODGDSDUDDVVHJXUDUTXH
௘D HODHVWHMDGLVSRQtYHOHDGHTXDGDSDUDXVRRQGHHTXDQGRHODIRUQHFHVViULD
௘E HODHVWHMDSURWHJLGDVX¿FLHQWHPHQWHSRUH[HPSORFRQWUDSHUGDGHFRQ¿GHQFLDOLGDGHXVRLPSUy-
SULRRXSHUGDGHLQWHJULGDGH
7.5.3.2 3DUD R FRQWUROH GH LQIRUPDomR GRFXPHQWDGD D RUJDQL]DomR GHYH DERUGDU DV VHJXLQWHV
DWLYLGDGHVFRPRDSOLFiYHO
௘D GLVWULEXLomRDFHVVRUHFXSHUDomRHXVR
௘E DUPD]HQDPHQWRHSUHVHUYDomRLQFOXLQGRSUHVHUYDomRGHOHJLELOLGDGH
௘F FRQWUROHGHDOWHUDo}HVSRUH[HPSORFRQWUROHGHYHUVmR
௘G UHWHQomRHGLVSRVLomR
$LQIRUPDomRGRFXPHQWDGDGHRULJHPH[WHUQDGHWHUPLQDGDSHODRUJDQL]DomRFRPRQHFHVViULDSDUD
RSODQHMDPHQWRHRSHUDomRGRVLVWHPDGHJHVWmRGDTXDOLGDGHGHYHVHULGHQWL¿FDGDFRPRDSURSULDGR
HFRQWURODGD

,QIRUPDomRGRFXPHQWDGDUHWLGDFRPRHYLGrQFLDGHFRQIRUPLGDGHGHYHVHUSURWHJLGDFRQWUDDOWH-
UDo}HVQmRLQWHQFLRQDLV
127$ $FHVVRSRGHLPSOLFDUXPDGHFLVmRTXDQWRjSHUPLVVmRSDUDVRPHQWHYHUDLQIRUPDomRGRFXPHQ-
WDGDRXDSHUPLVVmRHDXWRULGDGHSDUDYHUHDOWHUDUDLQIRUPDomRGRFXPHQWDGD
8 Operação
8.1 Planejamento e controle operacionais
$RUJDQL]DomRGHYHSODQHMDULPSOHPHQWDUHFRQWURODURVSURFHVVRVYHUQHFHVViULRVSDUDDWHQGHU

DRV UHTXLVLWRV SDUD D SURYLVmR GH SURGXWRV H VHUYLoRV H SDUD LPSOHPHQWDU DV Do}HV GHWHUPLQDGDV
QD6HomRDR
௘D GHWHUPLQDURVUHTXLVLWRVSDUDRVSURGXWRVHVHUYLoRV
௘E HVWDEHOHFHUFULWpULRVSDUD
௘ RVSURFHVVRV
௘ DDFHLWDomRGHSURGXWRVHVHUYLoRV
௘F GHWHUPLQDU RV UHFXUVRV QHFHVViULRV SDUD DOFDQoDU FRQIRUPLGDGH FRP RV UHTXLVLWRV GR SURGXWR
HVHUYLoR
௘G LPSOHPHQWDUFRQWUROHGHSURFHVVRVGHDFRUGRFRPFULWpULRV
௘H GHWHUPLQDUHFRQVHUYDULQIRUPDomRGRFXPHQWDGDQDH[WHQVmRQHFHVViULDSDUD
௘ WHUFRQ¿DQoDHPTXHRVSURFHVVRVIRUDPFRQGX]LGRVFRPRSODQHMDGR
௘ GHPRQVWUDUDFRQIRUPLGDGHGHSURGXWRVHVHUYLoRVFRPVHXVUHTXLVLWRV
$VDtGDGHVVHSODQHMDPHQWRGHYHVHUDGHTXDGDSDUDDVRSHUDo}HVGDRUJDQL]DomR
$ RUJDQL]DomR GHYH FRQWURODU PXGDQoDV SODQHMDGDV H DQDOLVDU FULWLFDPHQWH DV FRQVHTXrQFLDV GH
PXGDQoDVQmRLQWHQFLRQDLVWRPDQGRDo}HVSDUDPLWLJDUTXDLVTXHUHIHLWRVDGYHUVRVFRPRQHFHVViULR
$RUJDQL]DomRGHYHDVVHJXUDUTXHRVSURFHVVRVWHUFHLUL]DGRVVHMDPFRQWURODGRVYHU
8.2 Requisitos para produtos e serviços

8.2.1 Comunicação com o cliente
$FRPXQLFDomRFRPFOLHQWHVGHYHLQFOXLU
௘D SURYHULQIRUPDomRUHODWLYDDSURGXWRVHVHUYLoRV
௘E OLGDUFRPFRQVXOWDVFRQWUDWRVRXSHGLGRVLQFOXLQGRPXGDQoDV
௘F REWHUUHWURDOLPHQWDomRGRFOLHQWHUHODWLYDDSURGXWRVHVHUYLoRVLQFOXLQGRUHFODPDo}HVGRFOLHQWH
௘G OLGDURXFRQWURODUSURSULHGDGHGRFOLHQWH
௘H HVWDEHOHFHUUHTXLVLWRVHVSHFt¿FRVSDUDDo}HVGHFRQWLQJrQFLDTXDQGRSHUWLQHQWH

8.2.2 Determinação de requisitos relativos a produtos e serviços
$RGHWHUPLQDURVUHTXLVLWRVSDUDRVSURGXWRVHVHUYLoRVDVHUHPRIHUHFLGRVSDUDFOLHQWHVDRUJDQL]DomR
deve assegurar que:
௘D RVUHTXLVLWRVSDUDRVSURGXWRVHVHUYLoRVVHMDPGH¿QLGRVLQFOXLQGR
௘ TXDLVTXHUUHTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHVDSOLFiYHLV
௘ DTXHOHVFRQVLGHUDGRVQHFHVViULRVSHODRUJDQL]DomR
௘E DRUJDQL]DomRSRVVDDWHQGHUDRVSOHLWRVSDUDRVSURGXWRVHVHUYLoRVTXHHODRIHUHFH
8.2.3 Análise crítica de requisitos relativos a produtos e serviços
8.2.3.1 $RUJDQL]DomRGHYHDVVHJXUDUTXHHODWHQKDDFDSDFLGDGHGHDWHQGHUDRVUHTXLVLWRVSDUD
SURGXWRVHVHUYLoRVDVHUHPRIHUHFLGRVDFOLHQWHV$RUJDQL]DomRGHYHFRQGX]LUXPDDQiOLVHFUtWLFD
DQWHVGHVHFRPSURPHWHUDIRUQHFHUSURGXWRVHVHUYLoRVDXPFOLHQWHSDUDLQFOXLU
௘D UHTXLVLWRV HVSHFL¿FDGRV SHOR FOLHQWH LQFOXLQGR RV UHTXLVLWRV SDUD DWLYLGDGHV GH HQWUHJD H SyV
HQWUHJD
௘E UHTXLVLWRVQmRGHFODUDGRVSHORFOLHQWHPDVQHFHVViULRVSDUDRXVRHVSHFL¿FDGRRXSUHWHQGLGR
TXDQGRFRQKHFLGR
௘F UHTXLVLWRVHVSHFL¿FDGRVSHODRUJDQL]DomR
௘G UHTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHVDSOLFiYHLVDSURGXWRVHVHUYLoRV
௘H UHTXLVLWRVGHFRQWUDWRRXSHGLGRGLIHUHQWHVGDTXHOHVSUHYLDPHQWHH[SUHVVRV
$RUJDQL]DomRGHYHDVVHJXUDUTXHUHTXLVLWRVGHFRQWUDWRRXSHGLGRGLYHUJHQWHVGDTXHOHVSUHYLDPHQWH
GH¿QLGRVVHMDPUHVROYLGRV
2VUHTXLVLWRVGRFOLHQWHGHYHPVHUFRQ¿UPDGRVSHODRUJDQL]DomRDQWHVGDDFHLWDomRTXDQGRRFOLHQWH
QmRSURYHUXPDGHFODUDomRGRFXPHQWDGDGHVHXVUHTXLVLWRV
127$ (PDOJXPDVVLWXDo}HVFRPRYHQGDVSHODinternetXPDDQiOLVHFUtWLFDIRUPDOSDUDFDGDSHGLGR
p LPSUDWLFiYHO 1HVVHV FDVRV D DQiOLVH FUtWLFD SRGH FRPSUHHQGHU DV LQIRUPDo}HV SHUWLQHQWHV DR SURGXWR
FRPRFDWiORJRV
8.2.3.2 $RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDFRPRDSOLFiYHOVREUH
௘D RVUHVXOWDGRVGDDQiOLVHFUtWLFD
௘E TXDLVTXHUQRYRVUHTXLVLWRVSDUDRVSURGXWRVHVHUYLoRV
8.2.4 Mudanças nos requisitos para produtos e serviços
$RUJDQL]DomRGHYHDVVHJXUDUTXHLQIRUPDomRGRFXPHQWDGDSHUWLQHQWHVHMDHPHQGDGDHTXHSHVVRDV
SHUWLQHQWHVVHMDPDOHUWDGDVGRVUHTXLVLWRVPXGDGRVTXDQGRRVUHTXLVLWRVSDUDSURGXWRVHVHUYLoRV
IRUHPPXGDGRV

8.3 Projeto e desenvolvimento de produtos e serviços
8.3.1 Generalidades
$RUJDQL]DomRGHYHHVWDEHOHFHULPSOHPHQWDUHPDQWHUXPSURFHVVRGHSURMHWRHGHVHQYROYLPHQWR
TXHVHMDDSURSULDGRSDUDDVVHJXUDUDVXEVHTXHQWHSURYLVmRGHSURGXWRVHVHUYLoRV
8.3.2 Planejamento de projeto e desenvolvimento
1D GHWHUPLQDomR GRV HVWiJLRV H FRQWUROHV SDUD SURMHWR H GHVHQYROYLPHQWR D RUJDQL]DomR GHYH
considerar:
௘D DQDWXUH]DGXUDomRHFRPSOH[LGDGHGDVDWLYLGDGHVGHSURMHWRHGHVHQYROYLPHQWR
௘E RV HVWiJLRV GH SURFHVVR UHTXHULGRV LQFOXLQGR DQiOLVHV FUtWLFDV GH SURMHWR H GHVHQYROYLPHQWR
DSOLFiYHLV
௘F DVDWLYLGDGHVGHYHUL¿FDomRHYDOLGDomRGHSURMHWRHGHVHQYROYLPHQWRUHTXHULGDV
௘G DVUHVSRQVDELOLGDGHVHDXWRULGDGHVHQYROYLGDVQRSURFHVVRGHSURMHWRHGHVHQYROYLPHQWR
௘H RV UHFXUVRV LQWHUQRV H H[WHUQRV QHFHVViULRV SDUD R SURMHWR H GHVHQYROYLPHQWR GH SURGXWRV
HVHUYLoRV
௘I D QHFHVVLGDGH GH FRQWURODU LQWHUIDFHV HQWUH SHVVRDV HQYROYLGDV QR SURFHVVR GH SURMHWR
HGHVHQYROYLPHQWR
௘J DQHFHVVLGDGHGHHQYROYLPHQWRGHFOLHQWHVHXVXiULRVQRSURFHVVRGHSURMHWRHGHVHQYROYLPHQWR
௘K RVUHTXLVLWRVSDUDDSURYLVmRVXEVHTXHQWHGHSURGXWRVHVHUYLoRV
௘L RQtYHOGHFRQWUROHHVSHUDGRSDUDRSURFHVVRGHSURMHWRHGHVHQYROYLPHQWRSRUFOLHQWHVHRXWUDV
SDUWHVLQWHUHVVDGDVSHUWLQHQWHV
௘M DLQIRUPDomRGRFXPHQWDGDQHFHVViULDSDUDGHPRQVWUDUTXHRVUHTXLVLWRVGHSURMHWRHGHVHQYRO-
YLPHQWRIRUDPDWHQGLGRV
8.3.3 Entradas de projeto e desenvolvimento
$RUJDQL]DomRGHYHGHWHUPLQDURVUHTXLVLWRVHVVHQFLDLVSDUDRVWLSRVHVSHFt¿FRVGHSURGXWRVHVHUYLoRV
DVHUHPSURMHWDGRVHGHVHQYROYLGRV$RUJDQL]DomRGHYHFRQVLGHUDU
௘D UHTXLVLWRVIXQFLRQDLVHGHGHVHPSHQKR
௘E LQIRUPDomRGHULYDGDGHDWLYLGDGHVVLPLODUHVGHSURMHWRHGHVHQYROYLPHQWRDQWHULRUHV
௘F UHTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHV
௘G QRUPDVRXFyGLJRVGHSUiWLFDTXHDRUJDQL]DomRWHQKDVHFRPSURPHWLGRDLPSOHPHQWDU
௘H FRQVHTXrQFLDVSRWHQFLDLVGHIDOKDVGHYLGDVjQDWXUH]DGHSURGXWRVHVHUYLoRV
(QWUDGDV GHYHP VHU DGHTXDGDV DRV SURSyVLWRV GH SURMHWR H GHVHQYROYLPHQWR FRPSOHWDV H VHP
DPELJXLGDGHV

(QWUDGDVFRQÀLWDQWHVGHSURMHWRHGHVHQYROYLPHQWRGHYHPVHUUHVROYLGDV
$RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDGHHQWUDGDVGHSURMHWRHGHVHQYROYLPHQWR
8.3.4 Controles de projeto e desenvolvimento
$RUJDQL]DomRGHYHDSOLFDUFRQWUROHVSDUDRSURFHVVRGHSURMHWRHGHVHQYROYLPHQWRSDUDDVVHJXUDU
que:
௘D RVUHVXOWDGRVDVHUHPDOFDQoDGRVHVWHMDPGH¿QLGRV
௘E DQiOLVHVFUtWLFDVVHMDPFRQGX]LGDVSDUDDYDOLDUDFDSDFLGDGHGHRVUHVXOWDGRVGHSURMHWRHGHVHQ-
YROYLPHQWRDWHQGHUHPDUHTXLVLWRV
௘F DWLYLGDGHVGHYHUL¿FDomRVHMDPFRQGX]LGDVSDUDDVVHJXUDUTXHDVVDtGDVGHSURMHWRHGHVHQYRO-
YLPHQWRDWHQGDPDRVUHTXLVLWRVGHHQWUDGD
௘G DWLYLGDGHVGHYDOLGDomRVHMDPFRQGX]LGDVSDUDDVVHJXUDUTXHRVSURGXWRVHVHUYLoRVUHVXOWDQWHV
DWHQGDPDRVUHTXLVLWRVSDUDDDSOLFDomRHVSHFL¿FDGDRXXVRSUHWHQGLGR
௘H TXDLVTXHU Do}HV QHFHVViULDV VHMDP WRPDGDV VREUH RV SUREOHPDV GHWHUPLQDGRV GXUDQWH DV
DQiOLVHVFUtWLFDVRXDWLYLGDGHVGHYHUL¿FDomRHYDOLGDomR
௘I LQIRUPDomRGRFXPHQWDGDVREUHHVVDVDWLYLGDGHVVHMDUHWLGD
127$ $QiOLVHVFUtWLFDVGHSURMHWRHGHVHQYROYLPHQWRYHUL¿FDomRHYDOLGDomRWrPSURSyVLWRVGLVWLQWRV
(ODV SRGHP VHU FRQGX]LGDV VHSDUDGDPHQWH RX HP TXDOTXHU FRPELQDomR FRPR IRU DGHTXDGR SDUD RV
SURGXWRVHVHUYLoRVGDRUJDQL]DomR
8.3.5 Saídas de projeto e desenvolvimento
$RUJDQL]DomRGHYHDVVHJXUDUTXHVDtGDVGHSURMHWRHGHVHQYROYLPHQWR
௘D DWHQGDPDRVUHTXLVLWRVGHHQWUDGD
௘E VHMDPDGHTXDGDVSDUDRVSURFHVVRVVXEVHTXHQWHVSDUDDSURYLVmRGHSURGXWRVHVHUYLoRV
௘F LQFOXDP RX UHIHUHQFLHP UHTXLVLWRV GH PRQLWRUDPHQWR H PHGLomR FRPR DSURSULDGR H FULWpULRV
GHDFHLWDomR
௘G HVSHFL¿TXHPDVFDUDFWHUtVWLFDVGRVSURGXWRVHVHUYLoRVTXHVHMDPHVVHQFLDLVSDUDRSURSyVLWR
SUHWHQGLGRHVXDSURYLVmRVHJXUDHDSURSULDGD
$RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDVREUHDVVDtGDVGHSURMHWRHGHVHQYROYLPHQWR
8.3.6 Mudanças de projeto e desenvolvimento
$RUJDQL]DomRGHYHLGHQWL¿FDUDQDOLVDUFULWLFDPHQWHHFRQWURODUPXGDQoDVIHLWDVGXUDQWHRXVXEVH-
TXHQWHPHQWH D R SURMHWR H GHVHQYROYLPHQWR GH SURGXWRV H VHUYLoRV QD H[WHQVmR QHFHVViULD SDUD
DVVHJXUDUTXHQmRKDMDLPSDFWRDGYHUVRVREUHDFRQIRUPLGDGHFRPUHTXLVLWRV
$RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDVREUH
௘D DVPXGDQoDVGHSURMHWRHGHVHQYROYLPHQWR

௘E RVUHVXOWDGRVGHDQiOLVHVFUtWLFDV
௘F DDXWRUL]DomRGDVPXGDQoDV
௘G DVDo}HVWRPDGDVSDUDSUHYHQLULPSDFWRVDGYHUVRV
8.4 Controle de processos, produtos e serviços providos externamente
8.4.1 Generalidades
$RUJDQL]DomRGHYHDVVHJXUDUTXHSURFHVVRVSURGXWRVHVHUYLoRVSURYLGRVH[WHUQDPHQWHHVWHMDP
FRQIRUPHVFRPUHTXLVLWRV
$RUJDQL]DomRGHYHGHWHUPLQDURVFRQWUROHVDVHUHPDSOLFDGRVSDUDRVSURFHVVRVSURGXWRVHVHUYLoRV
providos externamente quando:
௘D SURGXWRV H VHUYLoRV GH SURYHGRUHV H[WHUQRV IRUHP GHVWLQDGRV D LQFRUSRUDomR QRV SURGXWRV
HVHUYLoRVGDSUySULDRUJDQL]DomR
௘E SURGXWRV H VHUYLoRV IRUHP SURYLGRV GLUHWDPHQWH SDUD RV FOLHQWHV SRU SURYHGRUHV H[WHUQRV
HPQRPHGDRUJDQL]DomR
௘F XPSURFHVVRRXSDUWHGHXPSURFHVVRIRUSURYLGRSRUXPSURYHGRUH[WHUQRFRPRXPUHVXOWDGR
GHXPDGHFLVmRGDRUJDQL]DomR
$RUJDQL]DomRGHYHGHWHUPLQDUHDSOLFDUFULWpULRVSDUDDDYDOLDomRVHOHomRPRQLWRUDPHQWRGHGHVHP-
SHQKRHUHDYDOLDomRGHSURYHGRUHVH[WHUQRVEDVHDGRVQDVXDFDSDFLGDGHGHSURYHUSURFHVVRVRX
SURGXWRV H VHUYLoRV GH DFRUGR FRP UHTXLVLWRV$ RUJDQL]DomR GHYH UHWHU LQIRUPDomR GRFXPHQWDGD
GHVVDVDWLYLGDGHVHGHTXDLVTXHUDo}HVQHFHVViULDVGHFRUUHQWHVGDVDYDOLDo}HV
8.4.2 Tipo e extensão do controle
$RUJDQL]DomRGHYHDVVHJXUDUTXHSURFHVVRVSURGXWRVHVHUYLoRVSURYLGRVH[WHUQDPHQWHQmRDIHWHP
DGYHUVDPHQWH D FDSDFLGDGH GD RUJDQL]DomR GH HQWUHJDU FRQVLVWHQWHPHQWH SURGXWRV H VHUYLoRV
FRQIRUPHVSDUDVHXVFOLHQWHV
Por exemplo: Recebimento de matéria prima fora de conformidade, provida de
uma subcontratação (fornecedores externos).
$RUJDQL]DomRGHYH
௘D DVVHJXUDU TXH SURFHVVRV SURYLGRV H[WHUQDPHQWH SHUPDQHoDP VRE R FRQWUROH GR VHX VLVWHPD
GHJHVWmRGDTXDOLGDGH
௘E GH¿QLUWDQWRRVFRQWUROHVTXHHODSUHWHQGHDSOLFDUDXPSURYHGRUH[WHUQRFRPRDTXHOHVTXHHOD
SUHWHQGHDSOLFDUjVVDtGDVUHVXOWDQWHV
௘F OHYDUHPFRQVLGHUDomR
௘ RLPSDFWRSRWHQFLDOGRVSURFHVVRVSURGXWRVHVHUYLoRVSURYLGRVH[WHUQDPHQWHVREUHDFDSD-
FLGDGHGDRUJDQL]DomRGHDWHQGHUFRQVLVWHQWHPHQWHDRVUHTXLVLWRVGRFOLHQWHHDRVUHTXL-
VLWRVHVWDWXWiULRVHUHJXODPHQWDUHV
௘ DH¿FiFLDGRVFRQWUROHVDSOLFDGRVSHORSURYHGRUH[WHUQR
௘G GHWHUPLQDU D YHUL¿FDomR RX RXWUD DWLYLGDGH QHFHVViULD SDUD DVVHJXUDU TXH RV SURFHVVRV
SURGXWRVHVHUYLoRVSURYLGRVH[WHUQDPHQWHDWHQGDPDUHTXLVLWRV

8.4.3 Informação para provedores externos
$RUJDQL]DomRGHYHDVVHJXUDUDVX¿FLrQFLDGHUHTXLVLWRVDQWHVGHVXDFRPXQLFDomRSDUDRSURYHGRU
externo.
$RUJDQL]DomRGHYHFRPXQLFDUSDUDSURYHGRUHVH[WHUQRVVHXVUHTXLVLWRVSDUD
௘D RVSURFHVVRVSURGXWRVHVHUYLoRVDVHUHPSURYLGRV
௘E DDSURYDomRGH
௘ SURGXWRVHVHUYLoRV
௘ PpWRGRVSURFHVVRVHHTXLSDPHQWRV
௘ OLEHUDomRGHSURGXWRVHVHUYLoRV
௘F FRPSHWrQFLDLQFOXLQGRTXDOTXHUTXDOL¿FDomRGHSHVVRDVUHTXHULGD
௘G DVLQWHUDo}HVGRSURYHGRUH[WHUQRFRPDRUJDQL]DomR
௘H FRQWUROHHPRQLWRUDPHQWRGRGHVHPSHQKRGRSURYHGRUH[WHUQRDVHUDSOLFDGRSHODRUJDQL]DomR
௘I DWLYLGDGHVGHYHUL¿FDomRRXYDOLGDomRTXHDRUJDQL]DomRRXVHXVFOLHQWHVSUHWHQGDPGHVHP-
SHQKDUQDVLQVWDODo}HVGRSURYHGRUH[WHUQR
8.5 Produção e provisão de serviço
8.5.1 Controle de produção e de provisão de serviço
$RUJDQL]DomRGHYHLPSOHPHQWDUSURGXomRHSURYLVmRGHVHUYLoRVREFRQGLo}HVFRQWURODGDV
&RQGLo}HVFRQWURODGDVGHYHPLQFOXLUFRPRDSOLFiYHO
௘D DGLVSRQLELOLGDGHGHLQIRUPDomRGRFXPHQWDGDTXHGH¿QD
௘ DVFDUDFWHUtVWLFDVGRVSURGXWRVDVHUHPSURGX]LGRVGRVVHUYLoRVDVHUHPSURYLGRVRXGDV
DWLYLGDGHVDVHUHPGHVHPSHQKDGDV
௘ RVUHVXOWDGRVDVHUHPDOFDQoDGRV
௘E DGLVSRQLELOLGDGHHXVRGHUHFXUVRVGHPRQLWRUDPHQWRHPHGLomRDGHTXDGRV
௘F D LPSOHPHQWDomR GH DWLYLGDGHV GH PRQLWRUDPHQWR H PHGLomR HP HVWiJLRV DSURSULDGRV SDUD
YHUL¿FDUTXHFULWpULRVSDUDFRQWUROHGHSURFHVVRVRXVDtGDVHFULWpULRVGHDFHLWDomRSDUDSURGXWRV
HVHUYLoRVIRUDPDWHQGLGRV
௘G RXVRGHLQIUDHVWUXWXUDHDPELHQWHDGHTXDGRVSDUDDRSHUDomRGRVSURFHVVRV
௘H DGHVLJQDomRGHSHVVRDVFRPSHWHQWHVLQFOXLQGRTXDOTXHUTXDOL¿FDomRUHTXHULGD
௘I D YDOLGDomR H UHYDOLGDomR SHULyGLFD GD FDSDFLGDGH GH DOFDQoDU UHVXOWDGRV SODQHMDGRV GRV
SURFHVVRVSDUDSURGXomRHSURYLVmRGHVHUYLoRRQGHQmRIRUSRVVtYHOYHUL¿FDUDVDtGDUHVXOWDQWH
SRUPRQLWRUDPHQWRRXPHGLomRVXEVHTXHQWHV

௘J DLPSOHPHQWDomRGHDo}HVSDUDSUHYHQLUHUURKXPDQR
௘K DLPSOHPHQWDomRGHDWLYLGDGHVGHOLEHUDomRHQWUHJDHSyVHQWUHJD
8.5.2 ,GHQWL¿FDomRHUDVWUHDELOLGDGH
$RUJDQL]DomRGHYHXVDUPHLRVDGHTXDGRVSDUDLGHQWL¿FDUVDtGDVTXDQGRLVVRIRUQHFHVViULRDVVHJXUDU
DFRQIRUPLGDGHGHSURGXWRVHVHUYLoRV
$RUJDQL]DomRGHYHLGHQWL¿FDUDVLWXDomRGDVVDtGDVFRPUHODomRDRVUHTXLVLWRVGHPRQLWRUDPHQWR
HPHGLomRDRORQJRGDSURGXomRHSURYLVmRGHVHUYLoR
$RUJDQL]DomRGHYHFRQWURODUDLGHQWL¿FDomR~QLFDGDVVDtGDVTXDQGRDUDVWUHDELOLGDGHIRUXPUHTXL-
VLWRHGHYHUHWHUDLQIRUPDomRGRFXPHQWDGDQHFHVViULDSDUDSRVVLELOLWDUUDVWUHDELOLGDGH
8.5.3 Propriedade pertencente a clientes ou provedores externos
$RUJDQL]DomRGHYHWRPDUFXLGDGRFRPSURSULHGDGHSHUWHQFHQWHDFOLHQWHVRXSURYHGRUHVH[WHUQRV
HQTXDQWRHVWLYHUVRERFRQWUROHGDRUJDQL]DomRRXVHQGRXVDGDSHODRUJDQL]DomR
$RUJDQL]DomRGHYHLGHQWL¿FDUYHUL¿FDUSURWHJHUHVDOYDJXDUGDUSURSULHGDGHGHFOLHQWHVRXSURYHGRUHV
H[WHUQRVSURYLGDSDUDXVRRXLQFRUSRUDomRQRVSURGXWRVHVHUYLoRV
4XDQGRDSURSULHGDGHGHXPFOLHQWHRXSURYHGRUH[WHUQRIRUSHUGLGDGDQL¿FDGDRXGHRXWUDPDQHLUD
FRQVWDWDGDLQDGHTXDGDSDUDXVRDRUJDQL]DomRGHYHUHODWDULVWRSDUDRFOLHQWHRXSURYHGRUH[WHUQR
HUHWHULQIRUPDomRGRFXPHQWDGDVREUHRTXHRFRUUHX
127$ 8PDSURSULHGDGHGHFOLHQWHRXSURYHGRUH[WHUQRSRGHLQFOXLUPDWHULDOFRPSRQHQWHVIHUUDPHQWDV
HHTXLSDPHQWRLQVWDODo}HVGHFOLHQWHSURSULHGDGHLQWHOHFWXDOHGDGRVSHVVRDLV
8.5.4 Preservação
$RUJDQL]DomRGHYHSUHVHUYDUDVVDtGDVGXUDQWHSURGXomRHSURYLVmRGHVHUYLoRQDH[WHQVmRQHFHV-
ViULDSDUDDVVHJXUDUFRQIRUPLGDGHFRPUHTXLVLWRV
127$ 3UHVHUYDomRSRGHLQFOXLULGHQWL¿FDomRPDQXVHLRFRQWUROHGHFRQWDPLQDomRHPEDODJHPDUPD]H-
QDPHQWRWUDQVPLVVmRRXWUDQVSRUWHHSURWHomR
8.5.5 Atividades pós-entrega
$RUJDQL]DomRGHYHDWHQGHUDRVUHTXLVLWRVSDUDDWLYLGDGHVSyVHQWUHJDDVVRFLDGDVFRPRVSURGXWRV
HVHUYLoRV
1DGHWHUPLQDomRGDH[WHQVmRGDVDWLYLGDGHVSyVHQWUHJDUHTXHULGDVDRUJDQL]DomRGHYHFRQVLGHUDU
௘D RVUHTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHV
௘E DVFRQVHTXrQFLDVLQGHVHMiYHLVSRWHQFLDLVDVVRFLDGDVFRPVHXVSURGXWRVHVHUYLoRV
௘F DQDWXUH]DXVRHRWHPSRGHYLGDSUHWHQGLGRGHVHXVSURGXWRVHVHUYLoRV
௘G UHTXLVLWRVGRFOLHQWH
௘H UHWURDOLPHQWDomRGHFOLHQWH
127$ $WLYLGDGHV SyVHQWUHJD SRGHP LQFOXLU Do}HV VRE SURYLV}HV GH JDUDQWLD REULJDo}HV FRQWUDWXDLV
FRPRVHUYLoRVGHPDQXWHQomRHVHUYLoRVVXSOHPHQWDUHVFRPRUHFLFODJHPRXGLVSRVLomR¿QDO

8.5.6 Controle de mudanças
$RUJDQL]DomRGHYHDQDOLVDUFULWLFDPHQWHHFRQWURODUPXGDQoDVSDUDSURGXomRRXSURYLVmRGHVHUYLoRV
QDH[WHQVmRQHFHVViULDSDUDDVVHJXUDUFRQWLQXDPHQWHFRQIRUPLGDGHFRPUHTXLVLWRV
$RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDTXHGHVFUHYDRVUHVXOWDGRVGDVDQiOLVHVFUtWLFDV
GH PXGDQoDV DV SHVVRDV TXH DXWRUL]DP D PXGDQoD H TXDLVTXHU Do}HV QHFHVViULDV GHFRUUHQWHV
GDDQiOLVHFUtWLFD
8.6 Liberação de produtos e serviços
$RUJDQL]DomRGHYHLPSOHPHQWDUDUUDQMRVSODQHMDGRVHPHVWiJLRVDSURSULDGRVSDUDYHUL¿FDUVHRV
UHTXLVLWRVGRSURGXWRHGRVHUYLoRIRUDPDWHQGLGRV
$OLEHUDomRGHSURGXWRVHVHUYLoRVSDUDRFOLHQWHQmRSRGHSURFHGHUDWpTXHRVDUUDQMRVSODQHMDGRV
IRUHPVDWLVIDWRULDPHQWHFRQFOXtGRVDPHQRVTXHGHRXWUDIRUPDWHQKDPVLGRDSURYDGRVSRUDXWRULGDGH
SHUWLQHQWHHFRPRDSOLFiYHOSHORFOLHQWH
$ RUJDQL]DomR GHYH UHWHU LQIRUPDomR GRFXPHQWDGD VREUH D OLEHUDomR GH SURGXWRV H VHUYLoRV
$LQIRUPDomRGRFXPHQWDGDGHYHLQFOXLU
௘D HYLGrQFLDGHFRQIRUPLGDGHFRPRVFULWpULRVGHDFHLWDomR
௘E UDVWUHDELOLGDGHjVSHVVRDVTXHDXWRUL]DPDOLEHUDomR
8.7 Controle de saídas não conformes

8.7.1 $RUJDQL]DomRGHYHDVVHJXUDUTXHVDtGDVTXHQmRHVWHMDPFRQIRUPHVFRPVHXVUHTXLVLWRV
VHMDPLGHQWL¿FDGDVHFRQWURODGDVSDUDSUHYHQLUVHXXVRRXHQWUHJDQmRSUHWHQGLGR
$RUJDQL]DomRGHYHWRPDUDo}HVDSURSULDGDVEDVHDGDVQDQDWXUH]DGDQmRFRQIRUPLGDGHHHPVHXV
HIHLWRV VREUH D FRQIRUPLGDGH GH SURGXWRV H VHUYLoRV ,VVR GHYH WDPEpP VH DSOLFDU DRV SURGXWRV
H VHUYLoRV QmR FRQIRUPHV GHWHFWDGRV DSyV D HQWUHJD GH SURGXWRV GXUDQWH RX GHSRLV GD SURYLVmR
GHVHUYLoRV
$RUJDQL]DomRGHYHOLGDUFRPVDtGDVQmRFRQIRUPHVGHXPRXPDLVGRVVHJXLQWHVPRGRV
௘D FRUUHomR
௘E VHJUHJDomRFRQWHQomRUHWRUQRRXVXVSHQVmRGHSURYLVmRGHSURGXWRVHVHUYLoRV
௘F LQIRUPDomRDRFOLHQWH
௘G REWHQomRGHDXWRUL]DomRSDUDDFHLWDomRVREFRQFHVVmR
$FRQIRUPLGDGHFRPRVUHTXLVLWRVGHYHVHUYHUL¿FDGDTXDQGRVDtGDVQmRFRQIRUPHVIRUHPFRUULJLGDV
8.7.2 $RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDTXH
௘D GHVFUHYDDQmRFRQIRUPLGDGH
௘E GHVFUHYDDVDo}HVWRPDGDV
௘F GHVFUHYDDVFRQFHVV}HVREWLGDV
௘G LGHQWL¿TXHDDXWRULGDGHTXHGHFLGHDDomRFRPUHODomRjQmRFRQIRUPLGDGH

9 Avaliação de desempenho
9.1 Monitoramento, medição, análise e avaliação
9.1.1 Generalidades
$RUJDQL]DomRGHYHGHWHUPLQDU
௘D RTXHSUHFLVDVHUPRQLWRUDGRHPHGLGR
௘E RVPpWRGRVSDUDPRQLWRUDPHQWRPHGLomRDQiOLVHHDYDOLDomRQHFHVViULRVSDUDDVVHJXUDUUHVXO-
WDGRVYiOLGRV
௘F TXDQGRRPRQLWRUDPHQWRHDPHGLomRGHYHPVHUUHDOL]DGRV
௘G TXDQGRRVUHVXOWDGRVGHPRQLWRUDPHQWRHPHGLomRGHYHPVHUDQDOLVDGRVHDYDOLDGRV
$RUJDQL]DomRGHYHDYDOLDURGHVHPSHQKRHDH¿FiFLDGRVLVWHPDGHJHVWmRGDTXDOLGDGH
$RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDDSURSULDGDFRPRHYLGrQFLDGRVUHVXOWDGRV
9.1.2 Satisfação do cliente
$RUJDQL]DomRGHYHPRQLWRUDUDSHUFHSomRGHFOLHQWHVGRJUDXHPTXHVXDVQHFHVVLGDGHVHH[SHF-
WDWLYDVIRUDPDWHQGLGDV$RUJDQL]DomRGHYHGHWHUPLQDURVPpWRGRVSDUDREWHUPRQLWRUDUHDQDOLVDU
FULWLFDPHQWHHVVDLQIRUPDomR
127$ ([HPSORV GH PRQLWRUDPHQWR GDV SHUFHSo}HV GH FOLHQWH SRGHP LQFOXLU SHVTXLVDV FRP R FOLHQWH
UHWURDOLPHQWDomRGRFOLHQWHVREUHSURGXWRVRXVHUYLoRVHQWUHJXHVUHXQL}HVFRPFOLHQWHVDQiOLVHGHSDUWLFL-
SDomRGHPHUFDGRHORJLRVSOHLWRVGHJDUDQWLDHUHODWyULRVGHGLVWULEXLGRU
9.1.3 Análise e avaliação
$ RUJDQL]DomR GHYH DQDOLVDU H DYDOLDU GDGRV H LQIRUPDo}HV DSURSULDGRV SURYHQLHQWHV GH PRQLWRUD-
PHQWRHPHGLomR
2VUHVXOWDGRVGHDQiOLVHVGHYHPVHUXVDGRVSDUDDYDOLDU
௘D FRQIRUPLGDGHGHSURGXWRVHVHUYLoRV
௘E RJUDXGHVDWLVIDomRGHFOLHQWH
௘F RGHVHPSHQKRHDH¿FiFLDGRVLVWHPDGHJHVWmRGDTXDOLGDGH
௘G VHRSODQHMDPHQWRIRLLPSOHPHQWDGRH¿FD]PHQWH
௘H DH¿FiFLDGDVDo}HVWRPDGDVSDUDDERUGDUULVFRVHRSRUWXQLGDGHV
௘I RGHVHPSHQKRGHSURYHGRUHVH[WHUQRV
௘J DQHFHVVLGDGHGHPHOKRULDVQRVLVWHPDGHJHVWmRGDTXDOLGDGH
127$ 0pWRGRVSDUDDQDOLVDUGDGRVSRGHPLQFOXLUWpFQLFDVHVWDWtVWLFDV

9.2 Auditoria interna
9.2.1 $RUJDQL]DomRGHYHFRQGX]LUDXGLWRULDVLQWHUQDVDLQWHUYDORVSODQHMDGRVSDUDSURYHULQIRUPDomR
VREUHVHRVLVWHPDGHJHVWmRGDTXDOLGDGH
௘D HVWiFRQIRUPHFRP
௘ RVUHTXLVLWRVGDSUySULDRUJDQL]DomRSDUDRVHXVLVWHPDGHJHVWmRGDTXDOLGDGH
௘ RVUHTXLVLWRVGHVWD1RUPD
௘E HVWiLPSOHPHQWDGRHPDQWLGRH¿FD]PHQWH
9.2.2 $RUJDQL]DomRGHYH
௘D SODQHMDUHVWDEHOHFHULPSOHPHQWDUHPDQWHUXPSURJUDPDGHDXGLWRULDLQFOXLQGR DIUHTXrQFLD
PpWRGRV UHVSRQVDELOLGDGHV UHTXLVLWRV SDUD SODQHMDU H SDUD UHODWDU R TXH GHYH OHYDU HP
FRQVLGHUDomRDLPSRUWkQFLDGRVSURFHVVRVFRQFHUQHQWHVPXGDQoDVTXHDIHWDPDRUJDQL]DomR
HRVUHVXOWDGRVGHDXGLWRULDVDQWHULRUHV
௘E GH¿QLURVFULWpULRVGHDXGLWRULDHRHVFRSRSDUDFDGDDXGLWRULD
௘F VHOHFLRQDUDXGLWRUHVHFRQGX]LUDXGLWRULDVSDUDDVVHJXUDUDREMHWLYLGDGHHDLPSDUFLDOLGDGHGR
SURFHVVRGHDXGLWRULD
௘G DVVHJXUDUTXHRVUHVXOWDGRVGDVDXGLWRULDVVHMDPUHODWDGRVSDUDDJHUrQFLDSHUWLQHQWH
௘H H[HFXWDUFRUUHomRHDo}HVFRUUHWLYDVDSURSULDGDVVHPGHPRUDLQGHYLGD
௘I UHWHULQIRUPDomRGRFXPHQWDGDFRPRHYLGrQFLDGDLPSOHPHQWDomRGRSURJUDPDGHDXGLWRULDHGRV
UHVXOWDGRVGHDXGLWRULD
127$ 9HU$%171%5,62SDUDRULHQWDomR
9.3 Análise crítica pela direção
9.3.1 Generalidades
$$OWD'LUHomRGHYHDQDOLVDUFULWLFDPHQWHRVLVWHPDGHJHVWmRGDTXDOLGDGHGDRUJDQL]DomRDLQWHU-
YDORVSODQHMDGRVSDUDDVVHJXUDUVXDFRQWtQXDDGHTXDomRVX¿FLrQFLDH¿FiFLDHDOLQKDPHQWRFRP
RGLUHFLRQDPHQWRHVWUDWpJLFRGDRUJDQL]DomR
9.3.2 Entradas de análise crítica pela direção
$DQiOLVHFUtWLFDSHODGLUHomRGHYHVHUSODQHMDGDHUHDOL]DGDOHYDQGRHPFRQVLGHUDomR
௘D DVLWXDomRGHDo}HVSURYHQLHQWHVGHDQiOLVHVFUtWLFDVDQWHULRUHVSHODGLUHomR
௘E PXGDQoDV HP TXHVW}HV H[WHUQDV H LQWHUQDV TXH VHMDP SHUWLQHQWHV SDUD R VLVWHPD GH JHVWmR
GDTXDOLGDGH
௘F LQIRUPDomRVREUHRGHVHPSHQKRHDH¿FiFLDGRVLVWHPDGHJHVWmRGDTXDOLGDGHLQFOXLQGRWHQGrQ-
FLDVUHODWLYDVD
௘ VDWLVIDomRGRFOLHQWHHUHWURDOLPHQWDomRGHSDUWHVLQWHUHVVDGDVSHUWLQHQWHV

௘ H[WHQVmRQDTXDORVREMHWLYRVGDTXDOLGDGHIRUDPDOFDQoDGRV
௘ GHVHPSHQKRGHSURFHVVRHFRQIRUPLGDGHGHSURGXWRVHVHUYLoRV
௘ QmRFRQIRUPLGDGHVHDo}HVFRUUHWLYDV
௘ UHVXOWDGRVGHPRQLWRUDPHQWRHPHGLomR
௘ UHVXOWDGRVGHDXGLWRULD
௘ GHVHPSHQKRGHSURYHGRUHVH[WHUQRV
௘G DVX¿FLrQFLDGHUHFXUVRV
௘H DH¿FiFLDGHDo}HVWRPDGDVSDUDDERUGDUULVFRVHRSRUWXQLGDGHVYHU
௘I RSRUWXQLGDGHVSDUDPHOKRULD
9.3.3 Saídas de análise crítica pela direção
$VVDtGDVGDDQiOLVHFUtWLFDSHODGLUHomRGHYHPLQFOXLUGHFLV}HVHDo}HVUHODFLRQDGDVFRP
௘D RSRUWXQLGDGHVSDUDPHOKRULD
௘E TXDOTXHUQHFHVVLGDGHGHPXGDQoDVQRVLVWHPDGHJHVWmRGDTXDOLGDGH
௘F necessidade de recurso.
$RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDFRPRHYLGrQFLDGRVUHVXOWDGRVGHDQiOLVHVFUtWLFDV
SHODGLUHomR
10 Melhoria
10.1 Generalidades
$RUJDQL]DomRGHYHGHWHUPLQDUHVHOHFLRQDURSRUWXQLGDGHVSDUDPHOKRULDHLPSOHPHQWDUTXDLVTXHU
Do}HVQHFHVViULDVSDUDDWHQGHUDUHTXLVLWRVGRFOLHQWHHDXPHQWDUDVDWLVIDomRGRFOLHQWH
(VVDVGHYHPLQFOXLU
௘D PHOKRUDUSURGXWRVHVHUYLoRVSDUDDWHQGHUDUHTXLVLWRVDVVLPFRPRSDUDDERUGDUIXWXUDVQHFHV-
VLGDGHVHH[SHFWDWLYDV
௘E FRUULJLUSUHYHQLURXUHGX]LUHIHLWRVLQGHVHMDGRV
௘F PHOKRUDURGHVHPSHQKRHDH¿FiFLDGRVLVWHPDGHJHVWmRGDTXDOLGDGH
127$ ([HPSORVGHPHOKRULDSRGHPLQFOXLUFRUUHomRDomRFRUUHWLYDPHOKRULDFRQWtQXDPXGDQoDVUHYROX-
FLRQiULDVLQRYDomRHUHRUJDQL]DomR

10.2 Não conformidade e ação corretiva
10.2.1 $RRFRUUHUXPDQmRFRQIRUPLGDGHLQFOXLQGRDVSURYHQLHQWHVGHUHFODPDo}HVDRUJDQL]DomR
deve:
௘D UHDJLUjQmRFRQIRUPLGDGHHFRPRDSOLFiYHO
௘ WRPDUDomRSDUDFRQWUROiODHFRUULJLOD
௘ OLGDUFRPDVFRQVHTXrQFLDV
௘E DYDOLDUDQHFHVVLGDGHGHDomRSDUDHOLPLQDUDVFDXVDVGDQmRFRQIRUPLGDGHD¿PGHTXHHOD

QmRVHUHSLWDRXRFRUUDHPRXWUROXJDU
௘ DQDOLVDQGRFULWLFDPHQWHHDQDOLVDQGRDQmRFRQIRUPLGDGH
NOTA BRASILEIRA 3RUFRQYHQomRRWHUPRUHYLHZIRLWUDGX]LGRFRPR³DQiOLVHFUtWLFD´&RQVHTXHQ-

WHPHQWH QHVVH FDVR D H[SUHVVmR ³DQDOLVDQGR FULWLFDPHQWH H DQDOLVDQGR´ IRL XVDGD FRPR WUDGXomR
GDH[SUHVVmRRULJLQDOUHYLHZLQJDQGDQDO\VLQJ.
௘ GHWHUPLQDQGRDVFDXVDVGDQmRFRQIRUPLGDGH
௘ GHWHUPLQDQGR VH QmR FRQIRUPLGDGHV VLPLODUHV H[LVWHP RX VH SRGHULDP SRWHQFLDOPHQWH
ocorrer.
௘F LPSOHPHQWDUTXDOTXHUDomRQHFHVViULD
௘G DQDOLVDUFULWLFDPHQWHDH¿FiFLDGHTXDOTXHUDomRFRUUHWLYDWRPDGD
௘H DWXDOL]DUULVFRVHRSRUWXQLGDGHVGHWHUPLQDGRVGXUDQWHRSODQHMDPHQWRVHQHFHVViULR
௘I UHDOL]DUPXGDQoDVQRVLVWHPDGHJHVWmRGDTXDOLGDGHVHQHFHVViULR
$o}HVFRUUHWLYDVGHYHPVHUDSURSULDGDVDRVHIHLWRVGDVQmRFRQIRUPLGDGHVHQFRQWUDGDV
10.2.2 $RUJDQL]DomRGHYHUHWHULQIRUPDomRGRFXPHQWDGDFRPRHYLGrQFLD
௘D GDQDWXUH]DGDVQmRFRQIRUPLGDGHVHTXDLVTXHUDo}HVVXEVHTXHQWHVWRPDGDV
௘E GRVUHVXOWDGRVGHTXDOTXHUDomRFRUUHWLYD
10.3 Melhoria contínua
$RUJDQL]DomRGHYHPHOKRUDUFRQWLQXDPHQWHDDGHTXDomRVX¿FLrQFLDHH¿FiFLDGRVLVWHPDGHJHVWmR
GDTXDOLGDGH
$ RUJDQL]DomR GHYH FRQVLGHUDU RV UHVXOWDGRV GH DQiOLVH H DYDOLDomR H DV VDtGDV GH DQiOLVH FUtWLFD
SHODGLUHomRSDUDGHWHUPLQDUVHH[LVWHPQHFHVVLGDGHVRXRSRUWXQLGDGHVTXHGHYHPVHUDERUGDGDV
FRPRSDUWHGHPHOKRULDFRQWtQXD

Anexo A
LQIRUPDWLYR
Esclarecimento da nova estrutura, terminologia e conceitos
A.1 Estrutura e terminologia

$HVWUXWXUDGHVHo}HVSRUH[HPSORVHTXrQFLDGHVHo}HVHDOJXPDVGDVWHUPLQRORJLDVGHVWDHGLomR
GHVWD1RUPDHPFRPSDUDomRFRPDHGLomRDQWHULRU$%171%5,62IRUDPDOWHUDGDV
SDUDPHOKRUDURDOLQKDPHQWRFRPRXWUDVQRUPDVGHVLVWHPDVGHJHVWmR
1mR Ki UHTXLVLWR QHVWD 1RUPD SDUD VXD HVWUXWXUD H WHUPLQRORJLD VHUHP DSOLFDGDV j LQIRUPDomR
GRFXPHQWDGDGRVLVWHPDGHJHVWmRGDTXDOLGDGHGHXPDRUJDQL]DomR
$HVWUXWXUDGHVHo}HVWHPDLQWHQomRGHSURYHUXPDDSUHVHQWDomRFRHUHQWHGHUHTXLVLWRVHPYH]
GHXPPRGHORSDUDGRFXPHQWDUDVSROtWLFDVREMHWLYRVHSURFHVVRVGHXPDRUJDQL]DomR$HVWUXWXUD
H R FRQWH~GR GH LQIRUPDomR GRFXPHQWDGD UHODWLYD D XP VLVWHPD GH JHVWmR GD TXDOLGDGH SRGHP
IUHTXHQWHPHQWHVHUPDLVSHUWLQHQWHVSDUDVHXVXVXiULRVVHHVWLYHUHPUHODFLRQDGRVDRVSURFHVVRV
RSHUDGRVSHODRUJDQL]DomRHjLQIRUPDomRPDQWLGDSDUDRXWURVSURSyVLWRV
1mRKiUHTXLVLWRSDUDRVWHUPRVXVDGRVSRUXPDRUJDQL]DomRVHUHPVXEVWLWXtGRVSHORVWHUPRVXVDGRV
QHVWD 1RUPD SDUD HVSHFL¿FDU UHTXLVLWRV GH VLVWHPD GH JHVWmR GD TXDOLGDGH 2UJDQL]Do}HV SRGHP
HVFROKHUXVDUWHUPRVDSURSULDGRVSDUDVXDVRSHUDo}HVSRUH[HPSORXVDU³UHJLVWURV´³GRFXPHQWDomR´
RX ³SURWRFRORV´ HP YH] GH ³LQIRUPDomR GRFXPHQWDGD´ RX ³IRUQHFHGRU´ ³SDUFHLUR´ RX ³YHQGHGRU´
HPYH]GH³SURYHGRUH[WHUQR´$7DEHOD$PRVWUDDVSULQFLSDLVGLIHUHQoDVHPWHUPLQRORJLDHQWUH
HVWDHGLomRGHVWD1RUPDHDHGLomRDQWHULRU
Tabela A.1 – Principais diferenças em terminologia entre a

ABNT NBR ISO 9001:2008 e a ABNT NBR ISO 9001:2015
ABNT NBR ISO 9001:2008 ABNT NBR ISO 9001:2015

Produtos 3URGXWRVHVHUYLoRV
1mRXVDGR
([FOXV}HV
YHU6HomR$SDUDHVFODUHFLPHQWRGHDSOLFDomR
1mRXVDGR
5HSUHVHQWDQWHGDGLUHomR 5HVSRQVDELOLGDGHVHDXWRULGDGHVVLPLODUHVVmR
DWULEXtGDVPDVQmRKiUHTXLVLWRSDUDXP~QLFR
UHSUHVHQWDQWHGDGLUHomR
'RFXPHQWDomRPDQXDOGDTXDOLGDGH
,QIRUPDomRGRFXPHQWDGD
SURFHGLPHQWRVGRFXPHQWDGRVUHJLVWURV
$PELHQWHGHWUDEDOKR $PELHQWHSDUDDRSHUDomRGHSURFHVVRV
(TXLSDPHQWRGHPRQLWRUDPHQWRHPHGLomR 5HFXUVRVGHPRQLWRUDPHQWRHPHGLomR
Produto adquirido 3URGXWRVHVHUYLoRVSURYLGRVH[WHUQDPHQWH
Fornecedor Provedor externo

A.2 Produtos e serviços

$ $%17 1%5 ,62 XVRX R WHUPR ³SURGXWR´ SDUD LQFOXLU WRGDV DV FDWHJRULDV GH VDtGDV
(VWDHGLomRGHVWD1RUPDXVD³SURGXWRVHVHUYLoRV´2WHUPR³SURGXWRVHVHUYLoRV´LQFOXLWRGDVDVFDWH-
JRULDVGHVDtGDVPDWHULDLVPiTXLQDVIHUUDPHQWDVHWFVHUYLoRVVRIWZDUHHPDWHULDLVSURFHVVDGRV
$LQFOXVmRHVSHFt¿FDGH³VHUYLoRV´WHPDLQWHQomRGHHQIDWL]DUDVGLIHUHQoDVHQWUHSURGXWRVHVHUYLoRV
QD DSOLFDomR GH DOJXQV UHTXLVLWRV $ FDUDFWHUtVWLFD GH VHUYLoRV p TXH SHOR PHQRV SDUWH GD VDtGD
pUHDOL]DGDQDLQWHUIDFHFRPRFOLHQWH,VVRVLJQL¿FDSRUH[HPSORTXHDFRQIRUPLGDGHFRPUHTXLVLWRV
QmRSRGHQHFHVVDULDPHQWHVHUFRQ¿UPDGDDQWHVGDHQWUHJDGRVHUYLoR
(PPXLWRVFDVRVSURGXWRVHVHUYLoRVVmRXVDGRVMXQWRV$PDLRULDGDVVDtGDVTXHDVRUJDQL]Do}HV
SURYHHP D FOLHQWHV RX VmR VXSULGDV SDUD HOHV SRU SURYHGRUHV H[WHUQRV LQFOXHP DPERV SURGXWRV
HVHUYLoRV3RUH[HPSORXPSURGXWRWDQJtYHORXLQWDQJtYHOSRGHWHUDOJXPVHUYLoRDVVRFLDGRRXXP
VHUYLoRSRGHWHUDOJXPSURGXWRWDQJtYHORXLQWDQJtYHODVVRFLDGR
A.3 Entendendo as necessidades e expectativas de partes interessadas

$ VXEVHomR HVSHFL¿FD UHTXLVLWRV SDUD D RUJDQL]DomR GHWHUPLQDU DV SDUWHV LQWHUHVVDGDV TXH
VHMDPSHUWLQHQWHVSDUDRVLVWHPDGHJHVWmRGDTXDOLGDGHHRVUHTXLVLWRVGHVVDVSDUWHVLQWHUHVVDGDV
7RGDYLDQmRLPSOLFDH[WHQVmRGRVUHTXLVLWRVGHVLVWHPDGHJHVWmRGDTXDOLGDGHDOpPGRHVFRSR
GHVWD1RUPD&RPRGHFODUDGRQRHVFRSRHVWD1RUPDpDSOLFiYHORQGHXPDRUJDQL]DomRQHFHVVLWD
GHPRQVWUDU VXD FDSDFLGDGH GH SURYHU FRQVLVWHQWHPHQWH SURGXWRV H VHUYLoRV TXH DWHQGDP DRV
UHTXLVLWRVGRFOLHQWHHUHTXLVLWRVHVWDWXWiULRVHUHJXODPHQWDUHVDSOLFiYHLVHYLVDDXPHQWDUDVDWLVIDomR
GRFOLHQWH
1mRKiUHTXLVLWRQHVWD1RUPDSDUDDRUJDQL]DomRFRQVLGHUDUSDUWHVLQWHUHVVDGDVRQGHHODGHFLGLXTXH
DTXHODVSDUWHVQmRVmRSHUWLQHQWHVSDUDVHXVLVWHPDGHJHVWmRGDTXDOLGDGH&DEHjRUJDQL]DomR
GHFLGLUVHXPUHTXLVLWRSDUWLFXODUGHXPDSDUWHLQWHUHVVDGDSHUWLQHQWHpSHUWLQHQWHSDUDVHXVLVWHPD
GHJHVWmRGDTXDOLGDGH
A.4 Mentalidade de risco

2 FRQFHLWR GH PHQWDOLGDGH GH ULVFR WHP HVWDGR LPSOtFLWR QDV HGLo}HV DQWHULRUHV GHVWD 1RUPD
SRUH[HPSORSRUPHLRGHUHTXLVLWRVSDUDSODQHMDPHQWRDQiOLVHFUtWLFDHPHOKRULD(VWD1RUPDHVSHFL-
¿FDUHTXLVLWRVSDUDDRUJDQL]DomRHQWHQGHUVHXFRQWH[WRYHUHGHWHUPLQDUULVFRVFRPRXPDEDVH
SDUDRSODQHMDPHQWRYHU,VWRUHSUHVHQWDDDSOLFDomRGDPHQWDOLGDGHGHULVFRDRSODQHMDPHQWR
HLPSOHPHQWDomRGRVSURFHVVRVGRVLVWHPDGHJHVWmRGDTXDOLGDGHYHUHDX[LOLDUiQDGHWHUPL-
QDomRGDH[WHQVmRGHLQIRUPDomRGRFXPHQWDGD
8P GRV SURSyVLWRVFKDYH GH XP VLVWHPD GH JHVWmR GD TXDOLGDGH p DWXDU FRPR XPD IHUUDPHQWD
SUHYHQWLYD&RQVHTXHQWHPHQWHHVWD1RUPDQmRWHPXPDVHomRRXVXEVHomRVHSDUDGDVREUHDomR
SUHYHQWLYD 2 FRQFHLWR GH DomR SUHYHQWLYD p H[SUHVVR SRU PHLR GR XVR GH PHQWDOLGDGH GH ULVFR
QDIRUPXODomRGHUHTXLVLWRVGHVLVWHPDGHJHVWmRGDTXDOLGDGH
$PHQWDOLGDGHGHULVFRDSOLFDGDQHVWD1RUPDSRVVLELOLWRXDOJXPDUHGXomRHPUHTXLVLWRVSUHVFULWLYRV
H VXD VXEVWLWXLomR SRU UHTXLVLWRV EDVHDGRV HP GHVHPSHQKR +i PDLRU ÀH[LELOLGDGH TXH QD
$%171%5,62QRVUHTXLVLWRVSDUDSURFHVVRVLQIRUPDomRGRFXPHQWDGDHUHVSRQVDEL-
OLGDGHVRUJDQL]DFLRQDLV

$SHVDUGHHVSHFL¿FDUTXHDRUJDQL]DomRGHYHSODQHMDUDo}HVSDUDDERUGDUULVFRVQmRKiUHTXLVLWR
SDUD PpWRGRV IRUPDLV SDUD JHVWmR GH ULVFRV RX XP SURFHVVR GH JHVWmR GH ULVFR GRFXPHQWDGR
$VRUJDQL]Do}HVSRGHPGHFLGLUGHVHQYROYHURXQmRXPDPHWRGRORJLDGHJHVWmRGHULVFRPDLVH[WHQVLYD
TXHRUHTXHULGRSRUHVWD1RUPDSRUH[HPSORDWUDYpVGDDSOLFDomRGHRXWUDVGLUHWUL]HVRXQRUPDV
1HPWRGRVRVSURFHVVRVGHXPVLVWHPDGHJHVWmRGDTXDOLGDGHUHSUHVHQWDPRPHVPRQtYHOGHULVFR
HP WHUPRV GD FDSDFLGDGH GD RUJDQL]DomR DWLQJLU VHXV REMHWLYRV H RV HIHLWRV GD LQFHUWH]D QmR VmR
RVPHVPRVSDUDWRGDVRUJDQL]Do}HV6RERVUHTXLVLWRVGHDRUJDQL]DomRpUHVSRQViYHOSHODVXD
DSOLFDomRGHPHQWDOLGDGHGHULVFRHSHODVDo}HVTXHHODWRPDSDUDDERUGDUULVFRVLQFOXLQGRUHWHU
RXQmRLQIRUPDomRGRFXPHQWDGDFRPRHYLGrQFLDGHVXDGHWHUPLQDomRGHULVFRV
A.5 Aplicabilidade
(VWD1RUPDQmRVHUHIHUHD³H[FOXV}HV´HPUHODomRjDSOLFDELOLGDGHGRVVHXVUHTXLVLWRVDRVLVWHPD
GHJHVWmRGDTXDOLGDGHGDRUJDQL]DomR7RGDYLDXPDRUJDQL]DomRSRGHDQDOLVDUFULWLFDPHQWHDDSOLFD-
ELOLGDGHGHUHTXLVLWRVGHYLGRDRSRUWHRXFRPSOH[LGDGHGDRUJDQL]DomRDRPRGHORGHJHVWmRTXHHOD
DGRWDjYDULHGDGHGDVDWLYLGDGHVGDRUJDQL]DomRHjQDWXUH]DGRVULVFRVHRSRUWXQLGDGHVTXHHOD
encontra.
2VUHTXLVLWRVSDUDDSOLFDELOLGDGHVmRDERUGDGRVHPTXHGH¿QHPFRQGLo}HVVREDVTXDLVXPD
RUJDQL]DomRSRGHGHFLGLUTXHQmRpSRVVtYHODSOLFDUXPUHTXLVLWRDTXDOTXHUGRVSURFHVVRVGHQWUR
GR HVFRSR GH VHX VLVWHPD GH JHVWmR GD TXDOLGDGH$ RUJDQL]DomR SRGH VRPHQWH GHFLGLU TXH XP
UHTXLVLWR QmR VHMD DSOLFiYHO VH VXD GHFLVmR QmR IRU UHVXOWDU HP IDOKD HP DOFDQoDU FRQIRUPLGDGH
GHSURGXWRVHVHUYLoRV
A.6 Informação documentada

&RPR SDUWH GR DOLQKDPHQWR FRP RXWUDV QRUPDV GH VLVWHPD GH JHVWmR XPD VHomR FRPXP VREUH
³LQIRUPDomR GRFXPHQWDGD´ IRL DGRWDGD VHP DOWHUDomR RX DFUpVFLPR VLJQL¿FDWLYR YHU 2QGH
DSURSULDGRRWH[WRHPRXWURVOXJDUHVQHVWD1RUPDIRLDOLQKDGRFRPVHXVUHTXLVLWRV&RQVHTXHQWHPHQWH
³LQIRUPDomRGRFXPHQWDGD´pXVDGDSDUDWRGRVUHTXLVLWRVGHGRFXPHQWR
2QGHD$%171%5,62XVRXWHUPLQRORJLDHVSHFt¿FDFRPR³GRFXPHQWR´RX³SURFHGLPHQWRV
GRFXPHQWDGRV´ ³PDQXDO GD TXDOLGDGH´ RX ³SODQR GD TXDOLGDGH´ HVWD HGLomR GHVWD 1RUPD GH¿QH
UHTXLVLWRVSDUD³PDQWHULQIRUPDomRGRFXPHQWDGD´
Onde a ABNT NBR ISO 9001:2008 usou o termo “registros” para denotar documentos necessários
SDUD SURYHU HYLGrQFLD GH FRQIRUPLGDGH FRP UHTXLVLWRV LVVR DJRUD p H[SUHVVR FRPR XP UHTXLVLWR
SDUD³UHWHULQIRUPDomRGRFXPHQWDGD´$RUJDQL]DomRpUHVSRQViYHOSRUGHWHUPLQDUTXDOLQIRUPDomR
GRFXPHQWDGDSUHFLVDVHUUHWLGDRSHUtRGRGHWHPSRSHORTXDOHODGHYHVHUUHWLGDHRPHLRDVHUXVDGR
SDUDVXDUHWHQomR
8PUHTXLVLWRSDUD³PDQWHU´LQIRUPDomRGRFXPHQWDGDQmRH[FOXLDSRVVLELOLGDGHGHTXHDRUJDQL]DomR
SRVVDWDPEpPSUHFLVDU³UHWHU´HVVDPHVPDLQIRUPDomRGRFXPHQWDGDSDUDXPSURSyVLWRSDUWLFXODU
SRUH[HPSORUHWHUYHUV}HVDQWHULRUHVGHOD
2QGH HVWD 1RUPD VH UHIHUH D ³LQIRUPDomR´ HP YH] GH ³LQIRUPDomR GRFXPHQWDGD´ SRU H[HPSOR
HP ³$ RUJDQL]DomR GHYH PRQLWRUDU H DQDOLVDU FULWLFDPHQWH LQIRUPDomR VREUH HVVDV TXHVW}HV
H[WHUQDVHLQWHUQDV´QmRKiUHTXLVLWRSDUDTXHHVVDLQIRUPDomRVHMDGRFXPHQWDGD1HVVDVVLWXDo}HV
DRUJDQL]DomRSRGHGHFLGLUVHpRXQmRQHFHVViULRRXDSURSULDGRPDQWHULQIRUPDomRGRFXPHQWDGD

A.7 Conhecimento organizacional

(PHVWD1RUPDDERUGDDQHFHVVLGDGHGHGHWHUPLQDUHJHUHQFLDURFRQKHFLPHQWRPDQWLGRSHOD
RUJDQL]DomRSDUDDVVHJXUDUTXHHODSRVVDDOFDQoDUFRQIRUPLGDGHGHSURGXWRVHVHUYLoRV
5HTXLVLWRVUHODWLYRVDFRQKHFLPHQWRRUJDQL]DFLRQDOIRUDPLQWURGX]LGRVFRPRSURSyVLWRGH
௘D VDOYDJXDUGDUDRUJDQL]DomRGHSHUGDVGHFRQKHFLPHQWRSRUH[HPSOR
— SRUPHLRGHURWDWLYLGDGHGHSHVVRDV
— IDOKDHPFDSWXUDUHFRPSDUWLOKDULQIRUPDomR
௘E HQFRUDMDUDRUJDQL]DomRDDGTXLULUFRQKHFLPHQWRSRUH[HPSOR
— DSUHQGHQGRFRPDH[SHULrQFLD
— PHQWRUHDPHQWR
— FRPSDUDQGRVHFRPUHIHUHQFLDLV
A.8 Controle de processos, produtos e serviços providos externamente

7RGDVDVIRUPDVGHSURFHVVRVSURGXWRVHVHUYLoRVSURYLGRVH[WHUQDPHQWHVmRDERUGDGDVHP
SRUH[HPSOR
௘D FRPSUDGHXPIRUQHFHGRU
௘E XPDUUDQMRFRPXPDFRPSDQKLDDVVRFLDGD
௘F SURFHVVRVGHWHUFHLUL]DomRSDUDXPSURYHGRUH[WHUQR
7HUFHLUL]DomRVHPSUHWHPDFDUDFWHUtVWLFDHVVHQFLDOGHXPVHUYLoRXPDYH]TXHHODWHUiSHORPHQRV
XPDDWLYLGDGHGHVHPSHQKDGDQHFHVVDULDPHQWHQDLQWHUIDFHHQWUHRSURYHGRUHDRUJDQL]DomR
2VFRQWUROHVUHTXHULGRVSDUDSURYLVmRH[WHUQDSRGHPYDULDUDPSODPHQWHGHSHQGHQGRGDQDWXUH]D
GRVSURFHVVRVSURGXWRVHVHUYLoRV$RUJDQL]DomRSRGHDSOLFDUPHQWDOLGDGHGHULVFRSDUDGHWHUPLQDU
RWLSRHDH[WHQVmRGHFRQWUROHVDSURSULDGRVSDUDSURYHGRUHVH[WHUQRVHSDUDSURFHVVRVSURGXWRV
HVHUYLoRVSDUWLFXODUHVSURYLGRVH[WHUQDPHQWH

Anexo B
LQIRUPDWLYR
Outras Normas sobre gestão de qualidade e sistemas de gestão

da qualidade desenvolvidas pelo ISO/TC 176
$V QRUPDV GHVFULWDV QHVWH$QH[R IRUDP GHVHQYROYLGDV SHOR ,627& SDUD SURYHU LQIRUPDo}HV
GHDSRLRSDUDDVRUJDQL]Do}HVTXHDSOLFDPHVWD1RUPDHSDUDSURYHURULHQWDo}HVSDUDRUJDQL]Do}HV
TXHHVFROKDPDYDQoDUDOpPGHVHXVUHTXLVLWRV2ULHQWDo}HVRXUHTXLVLWRVFRQWLGRVQRVGRFXPHQWRV
OLWDGRVQHVWH$QH[RQmRDGLFLRQDPRXPRGL¿FDPRVUHTXLVLWRVGHVWD1RUPD
NOTA BRASILEIRA 1R%UDVLOR&RPLWr7pFQLFRUHVSRQViYHOSHODDGRomRGDVQRUPDVGR,627&

pR$%17&%±&RPLWr%UDVLOHLURGD4XDOLGDGH
$7DEHOD%PRVWUDDUHODomRHQWUHHVWDVQRUPDVHDVVHo}HVSHUWLQHQWHVGHVWD1RUPD
(VWH$QH[RQmRLQFOXLUHIHUrQFLDjVQRUPDVGHVLVWHPDVGHJHVWmRGDTXDOLGDGHGHVHWRUHVHVSHFt¿FRV
GHVHQYROYLGDVSHOR,627&
(VWD1RUPDpXPDGDVWUrVQRUPDVSULQFLSDLVGHVHQYROYLGDVSHOR,627&
— $%171%5,62Sistemas de gestão da qualidade – Fundamentos e vocabulárioSURYrXPD

EDVHSDUDDFRPSUHHQVmRHLPSOHPHQWDomRDSURSULDGDGHVWD1RUPD2VSULQFtSLRVGHJHVWmR
GD TXDOLGDGH VmR GHVFULWRV GHWDOKDGDPHQWH QD $%17 1%5 ,62 H IRUDP FRQVLGHUDGRV
GXUDQWHDHODERUDomRGHVWD1RUPD(VWHVSULQFtSLRVQmRVmRUHTXLVLWRVHPVLPDVHOHVIRUPDP
R IXQGDPHQWR GRV UHTXLVLWRV HVSHFL¿FDGRV SRU HVWD 1RUPD$$%17 1%5 ,62 WDPEpP
GH¿QHRVWHUPRVGH¿QLo}HVHFRQFHLWRVXWLOL]DGRVQHVWD1RUPD
— $%17 1%5 ,62 HVWD 1RUPD HVSHFL¿FD RV UHTXLVLWRV GHVWLQDGRV HVVHQFLDOPHQWH D GDU
FRQ¿DQoDDRVSURGXWRVHVHUYLoRVIRUQHFLGRVSRUXPDRUJDQL]DomRHDVVLPHOHYDQGRDVDWLVIDomR
GR FOLHQWH e HVSHUDGR WDPEpP TXH VXD LPSOHPHQWDomR DSURSULDGD WUDJD RXWURV EHQHItFLRV
RUJDQL]DFLRQDLV FRPR XPD FRPXQLFDomR LQWHUQD PHOKRUDGD PHOKRU FRPSUHHQVmR H FRQWUROH
GRVSURFHVVRVGDRUJDQL]DomR
— $%171%5,62*HVWmRSDUDRVXFHVVRVXVWHQWDGRGHXPDRUJDQL]DomR±8PDDERUGDJHP
GD JHVWmR GD TXDOLGDGH SURYr RULHQWDomR SDUD TXH RUJDQL]Do}HV HVFROKDP DYDQoDU DOpP
GRVUHTXLVLWRVGHVWD1RUPDSDUDDERUGDUXPDJDPDPDLVDPSODGHWySLFRVTXHSRGHPOHYDU
jPHOKRULDGRGHVHPSHQKRJHUDOGDRUJDQL]DomR$$%171%5,62LQFOXLRULHQWDo}HVVREUH
XPD PHWRGRORJLD GH DXWRDYDOOLDomR SDUD TXH D RUJDQL]DomR VHMD FDSD] GH DYDOLDU R QtYHO GH
PDWXULGDGHGHVHXVLVWHPDGHJHVWmRGDTXDOLGDGH
$V 1RUPDV GHVFULWDV D VHJXLU SRGHP SURYHU DVVLVWrQFLD jV RUJDQL]Do}HV TXDQGR HODV HVWmR HVWD-
EHOHFHQGR RX EXVFDQGR PHOKRUDU VHXV VLVWHPDV GH JHVWmR GD TXDOLGDGH VHXV SURFHVVRV RX VXDV
atividades.
— $%171%5,62*HVWmRGDTXDOLGDGH±6DWLVIDomRGRFOLHQWH±'LUHWUL]HVSDUDFyGLJRV
GH FRQGXWD SDUD RUJDQL]Do}HV SURYr RULHQWDomR SDUD XPD RUJDQL]DomR GHWHUPLQDU TXH VXDV
GLVSRVLo}HV VREUH VDWLVIDomR GR FOLHQWH DWHQGHP jV H[SHFWDWLYDV H QHFHVVLGDGHV GR FOLHQWH
6XDXWLOL]DomRSRGHDXPHQWDUDFRQ¿DQoDGRFOLHQWHHPXPDRUJDQL]DomRHPHOKRUDUDFRPSUHHQVmR
GR FOLHQWH VREUH R TXH HVSHUDU GH XPD RUJDQL]DomR GHVWD IRUPD UHGX]LQGR D SUREDELOLGDGH
GHGHVHQWHQGLPHQWRVHUHFODPDo}HV

— $%171%5,62*HVWmRGDTXDOLGDGH±6DWLVIDomRGRFOLHQWH±'LUHWUL]HVSDUDRWUDWDPHQWR
GH UHFODPDo}HV QDV RUJDQL]Do}HV SURYr RULHQWDomR VREUH RV SURFHVVRV GH WUDWDPHQWR GH
UHFODPDo}HVSHORUHFRQKHFLPHQWRHDERUGDJHPGDVQHFHVVLGDGHVHH[SHFWDWLYDVGRVUHFODPDQWHV
H VROXomR GH TXDOTXHU UHFODPDomR UHFHELGD$$%17 1%5 ,62 SURYr XP SURFHVVR GH
UHFODPDo}HVDEHUWRH¿FD]HIiFLOGHXVDULQFOXLQGRRWUHLQDPHQWRGHSHVVRDV(ODWDPEpPSURYr
RULHQWDo}HVSDUDSHTXHQRVQHJyFLRV
— $%171%5,62*HVWmRGDTXDOLGDGH±6DWLVIDomRGRFOLHQWH±'LUHWUL]HVSDUDDUHVROXomR
H[WHUQDGHOLWtJLRVGDVRUJDQL]Do}HVSURYrRULHQWDomRSDUDUHVROXomRGHOLWtJLRVH[WHUQRVH¿FD]
HH¿FLHQWHSDUDUHFODPDo}HVUHODFLRQDGDVDRVSURGXWRV$UHVROXomRGHOLWtJLRVIRUQHFHXPDYLD
GHUHSDUDomRTXDQGRRUJDQL]Do}HVQmRVROXFLRQDPXPDUHFODPDomRLQWHUQDPHQWH$PDLRUSDUWH
GDVUHFODPDo}HVSRGHVHUVROXFLRQDGDFRPVXFHVVRGHQWURGDRUJDQL]DomRVHPSURFHGLPHQWRV
FRQWUDGLWyULRV
— $%17 1%5 ,62 *HVWmR GD TXDOLGDGH ± 6DWLVIDomR GR FOLHQWH ± 'LUHWUL]HV SDUD
PRQLWRUDPHQWRHPHGLomRSURYrRULHQWDomRSDUDDo}HVSDUDDXPHQUWDUDVDWLVIDomRGRFOLHQWH
H LGHQWL¿FDU RSRUWXQLGDGHV GH PHOKRULD GRV SURGXWRV SURFHVVRV H DWULEXWRV TXH WHQKDP YDORU
SDUDRFRQVXPLGRU7DLVDo}HVSRGHPIRUWDOHFHUD¿GHOLGDGHGRFOLHQWHHDMXGDUDUHWHUFOLHQWHV
— $%171%5,626LVWHPDVGHJHVWmRGDTXDOLGDGH±'LUHWUL]HVSDUDSODQRVGDTXDOLGDGH:
SURYr RULHQWDomR SDUD R HVWDEHOHFLPHQWR H XWLOL]DomR GH SODQRV GD TXDOLGDGH FRPR PHLRV GH
UHODFLRQDURVUHTXLVLWRVGHSURFHVVRSURGXWRSURMHWRRXFRQWUDWRSDUDWUDEDOKDUPpWRGRVHSUiWLFDV
TXHDSRLHPDUHDOL]DomRGRSURGXWR2VEHQHItFLRVGHHVWDEHOHFHUXPSODQRGDTXDOLGDGHVmR
D HOHYDomR GD FRQ¿DQoD GH TXH RV UHTXLVLWRV VHUmR DWHQGLGRV H GH TXH RV SURFHVVRV HVWmR
FRQWURODGRVHDPRWLYDomRTXHLVVRSRGHGDUDRVHQYROYLGRV
— $%171%5,626LVWHPDVGHJHVWmRGDTXDOLGDGH±'LUHWUL]HVSDUDDJHVWmRGDTXDOLGDGH
em empreendimentospDSOLFiYHODRVSURMHWRVSHTXHQRVDJUDQGHVGRVLPSOHVDRFRPSOH[R
GHXPSURMHWR~QLFRDXPDSDUWHGHXPSRUWIyOLRGHSURMHWRV$$%171%5,62pXWLOL]DGD
SHORSHVVRDOTXHJHUHQFLDRVSURMHWRVHTXHSUHFLVDDVVHJXUDUTXHVXDRUJDQL]DomRHVWiDSOLFDQGR
DVSUiWLFDVFRQWLGDVQDVQRUPDVGHVLVWHPDGHJHVWmRGDTXDOLGDGHGD$%17
— $%171%5,626LVWHPDVGHJHVWmRGDTXDOLGDGH±'LUHWUL]HVSDUDJHVWmRGHFRQ¿JXUDomR:
DX[LOLD RUJDQL]Do}HV D DSOLFDU D JHVWmR GH FRQ¿JXUDomR SDUD GLUHomR WpFQLFD H DGPLQLVWUDWLYD
QRFLFORGHYLGDGHXPSURGXWR$JHVWmRGHFRQ¿JXUDomRSRGHVHUXWLOL]DGDSDUDDWHQGHUDRV
UHTXLVLWRVGHLGHQWL¿FDomRHUDVWUHDELOLGDGHGRSURGXWRHVSHFL¿FDGRVQHVWD1RUPD
— $%171%5,62*HVWmRGDTXDOLGDGH±6DWLVIDomRGRFOLHQWH±'LUHWUL]HVSDUDWUDQVDo}HV
GHFRPpUFLRHOHWU{QLFRGHQHJyFLRDFRQVXPLGRUIRUQHFHRULHQWDomRVREUHFRPRRUJDQL]Do}HV
SRGHPLPSOHPHQWDUXPVLVWHPDH¿FD]HH¿FLHQWHGHWUDQVDomRGHFRPpUFLRHOHWU{QLFRGHQHJyFLR
DFRQVXPLGRU%&(7&HDVVLPSURYrXPDEDVHSDUDDXPHQWDUDFRQ¿DQoDGHFRQVXPLGRUHV
HP %& DXPHQWDU D KDELOLGDGH GH RUJDQL]Do}HV GH VDWLVID]HU RV FRQVXPLGRUHV H DX[LOLDU D
UHGX]LUUHFODPDo}HVHOLWtJLRV
— $%17 1%5 ,62 6LVWHPDV GH JHVWmR GH PHGLomR ± 5HTXLVLWRV SDUD RV SURFHVVRV GH
PHGLomRHHTXLSDPHQWRVGHPHGLomRSURYrRULHQWDomRSDUDDJHVWmRGHSURFHVVRVGHPHGLomR
HFRPSURYDomRPHWUROyJLFDGHHTXLSDPHQWRGHPHGLomRXVDGRSDUDGDUVXSRUWHHGHPRQVWUDU
FRQIRUPLGDGHFRPUHTXLVLWRVPHWUROyJLFRV$$%171%5,62SURYrFULWpULRVGHJHVWmRGD
TXDOLGDGHGHXPVLVWHPDGHJHVWmRGHPHGLomRSDUDDVVHJXUDUTXHRVUHTXLVLWRVPHWUROyJLFRV
VmRDWHQGLGRV

— $%17,6275'LUHWUL]HVSDUDDGRFXPHQWDomRGHVLVWHPDGHJHVWmRGDTXDOLGDGHIRUQHFH
GLUHWUL]HVSDUDRGHVHQYROYLPHQWRHDPDQXWHQomRGDGRFXPHQWDomRQHFHVViULDSDUDXPVLVWHPD
GH JHVWmR GD TXDOLGDGH 2$%17,6275 SRGH VHU XWLOL]DGR SDUD GRFXPHQWDU VLVWHPDV
GH JHVWmR GD TXDOLGDGH GLIHUHQWHV DV 1RUPDV GH VLVWHPD GH JHVWmR GD TXDOLGDGH GD $%17
FRPRSRUH[HPSORVLVWHPDVGHJHVWmRDPELHQWDOHVLVWHPDVGHJHVWmRGDVHJXUDQoD
— $%17 1%5 ,62 *HVWmR GD TXDOLGDGH ± 'LUHWUL]HV SDUD D SHUFHSomR GH EHQHItFLRV
¿QDQFHLURV H HFRQ{PLFRV p GLULJLGD j $OWD 'LUHomR (OD IRUQHFH GLUHWUL]HV SDUD D SHUFHSomR
GH EHQHItFLRV ¿QDQFHLURV H HFRQ{PLFRV FRP EDVH QD DSOLFDomR GRV SULQFtSLRV GH VLVWHPD GH
JHVWmRGDTXDOLGDGH(ODIDFLOLWDDDSOLFDomRGHSULQFtSLRVGHJHVWmRHDVHOHomRGHPpWRGRVH
IHUUDPHQWDVTXHSURSLFLHPVXFHVVRHVXVWHQWDELOLGDGHGHXPDRUJDQL]DomR
— $%17 1%5 ,62 *HVWmR GD TXDOLGDGH ± 'LUHWUL]HV SDUD WUHLQDPHQWR IRUQHFH GLUHWUL]HV
TXH DX[LOLDP XPD RUJDQL]DomR H DSRQWD TXHVW}HV UHODFLRQDGDV D WUHLQDPHQWR (OD SRGH VHU
DSOLFDGD VHPSUH TXH XPD RULHQWDomR IRU QHFHVViULD SDUD LQWHUSUHWDU UHIHUrQFLDV j ³HGXFDomR´
H³WUHLQDPHQWR´QDVQRUPDVGHVLVWHPDGHJHVWmRGDTXDOLGDGHGD$%174XDOTXHUUHIHUrQFLD
D³WUHLQDPHQWR´LQFOXLWRGRVRVWLSRVGHHGXFDomRHWUHLQDPHQWR
— $%17,6275*XLDVREUHWpFQLFDVHVWDWtVWLFDVSDUDD$%171%5,62H[SOLFD
VREUHWpFQLFDVHVWDWtVWLFDVTXHVHJXHDYDULDELOLGDGHREVHUYDGDQRFRPSRUWDPHQWRHQDUHDOL]DomR
GH SURFHVVRV PHVPR VRE FRQGLo}HV GH XPD HVWDELOLGDGH DSDUHQWH $V WpFQLFDV HVWDWtVWLFDV
SHUPLWHP D PHOKRU XWLOL]DomR GRV GDGRV GLVSRQtYHLV SDUD DX[LOLDU D WRPDGD GH GHFLV}HV H
DVVLPFRQWULEXHPFRPDPHOKRULDFRQWtQXDGDTXDOLGDGHGHSURGXWRVHSURFHVVRVSDUDDOFDQoDU
DVDWLVIDomRGRFOLHQWH
— $%171%5,62*HVWmRGHTXDOLGDGH±'LUHWUL]HVSDUDHQYROYLPHQWRGDVSHVVRDVHVXDV
competênciasIRUQHFHGLUHWUL]HVSDUDRVIDWRUHVKXPDQRVTXHLQÀXHQFLDPRHQYROYLPHQWRGDV
SHVVRDVHVXDVFRPSHWrQFLDVHDIRUPDHPTXHHODVVmRLQVHULGDVHLQWHJUDGDVQDRUJDQL]DomR
6mR IDWRUHV FUtWLFRV GHVHQYROYHU H DYDOLDU FRQKHFLPHQWRV KDELOLGDGHV FRPSRUWDPHQWRV H
DPELHQWHVGHWUDEDOKR
— $%171%5,62'LUHWUL]HVSDUDDVHOHomRGHFRQVXOWRUHVGHVLVWHPDVGHJHVWmRGDTXDOLGDGH
HXVRGHVHXVVHUYLoRVIRUQHFHRULHQWDomRSDUDVHOHomRGHFRQVXOWRUHVGHVLVWHPDGHJHVWmR
GDTXDOLGDGHHRXVRGHVHXVVHUYLoRV(ODIRUQHFHRULHQWDomRVREUHRSURFHVVRGHDYDOLDomR
GDFRPSHWrQFLDGHXPFRQVXOWRUGHVLVWHPDGHJHVWmRGDTXDOLGDGHHGiDFRQ¿DQoDGHTXH
DV QHFHVVLGDGHV H H[SHFWDWLYDV GD RUJDQL]DomR FRP UHODomR DRV VHUYLoRV GR FRQVXOWRU VHUmR
VDWLVIHLWDV
— $%171%5,62'LUHWUL]HVSDUDDXGLWRULDGHVLVWHPDVGHJHVWmRIRUQHFHRULHQWDomRVREUH
DJHVWmRGHXPSURJUDPDGHDXGLWRULDVREUHRSODQHMDPHQWRHDUHDOL]DomRGHDXGLWRULDVGHVLVWHPD
GHJHVWmRFRPRWDPEpPRULHQWDomR VREUHDFRPSHWrQFLDHDYDOLDomR GRDXGLWRUHGDHTXLSH
GHDXGLWRULD$$%171%5,62pGHVWLQDGDDVHUDSOLFDGDDDXGLWRUHVRUJDQL]Do}HVTXH
LPSOHPHQWDPVLVWHPDVGHJHVWmRHRUJDQL]Do}HVTXHQHFHVVLWDPUHDOL]DUDXGLWRULDVGHVLVWHPDV
GHJHVWmR

Tabela B.1 – Relação entre outras normas de sistema de gestão da qualidade

HDVVHo}HVGHVWD1RUPD
Seção nesta Norma

Outras Normas
4 5 8 9 10
ABNT NBR ISO 9000 Todas Todas Todas Todas Todas Todas Todas

ABNT NBR ISO 10001 9.1.2
8.5.1
ABNT NBR ISO 10002 8.2.1 9.1.2 10.2.1
ABNT NBR ISO 10003 9.1.2

ABNT NBR ISO 10004
9.1.3
ABNT NBR ISO 10005 5.3 Todas Todas 9.1 10.2
$%171%5,62 Todas Todas Todas Todas Todas Todas Todas
$%171%5,62 8.5.2
ABNT NBR ISO 10012
$%17,6275
ABNT NBR ISO 10015
$%17,6275 9.1
ABNT NBR ISO 10019 8.4
ABNT NBR ISO 19011 9.2
127$ ³7RGDV´LQGLFDTXHWRGDVDVVXEVHo}HVGHXPDVHomRHVSHFt¿FDGHVWD1RUPDHVWmRUHODFLRQDGDVFRPDRXWUD
norma.

%LEOLRJUD¿D
[1] $%171%5,62*HVWmRSDUDRVXFHVVRVXVWHQWDGRGHXPDRUJDQL]DomR±8PDDERUGDJHP
da gestão da qualidade
[2] $%171%5,62*HVWmRGDTXDOLGDGH±6DWLVIDomRGRFOLHQWH±'LUHWUL]HVSDUDFyGLJRV
GHFRQGXWDSDUDRUJDQL]Do}HV
[3] $%171%5,62*HVWmRGDTXDOLGDGH±6DWLVIDomRGRFOLHQWH±'LUHWUL]HVSDUDRWUDWDPHQWR
GHUHFODPDo}HVQDVRUJDQL]Do}HV
[4] $%171%5,62*HVWmRGDTXDOLGDGH±6DWLVIDomRGRFOLHQWH±'LUHWUL]HVSDUDDUHVROXomR
H[WHUQDGHOLWtJLRVGDVRUJDQL]Do}HV
[5] $%171%5,62*HVWmRGDTXDOLGDGH±6DWLVIDomRGRFOLHQWH±'LUHWUL]HVSDUDPRQLWRUDPHQWR
HPHGLomR
>@ $%171%5,626LVWHPDVGHJHVWmRGDTXDOLGDGH±'LUHWUL]HVSDUDSODQRVGDTXDOLGDGH
>@ $%171%5,626LVWHPDVGHJHVWmRGDTXDOLGDGH±'LUHWUL]HVSDUDDJHVWmRGDTXDOLGDGH
em empreendimentos
[8] $%171%5,626LVWHPDVGHJHVWmRGDTXDOLGDGH±'LUHWUL]HVSDUDJHVWmRGHFRQ¿JXUDomR
[9] $%171%5,62*HVWmRGDTXDOLGDGH±6DWLVIDomRGRFOLHQWH±'LUHWUL]HVSDUDWUDQVDo}HV
GHFRPpUFLRHOHWU{QLFRGHQHJyFLRDFRQVXPLGRU
[10] $%171%5,626LVWHPDVGHJHVWmRGHPHGLomR±5HTXLVLWRVSDUDRVSURFHVVRVGHPHGLomR
HHTXLSDPHQWRVGHPHGLomR
[11] $%17,6275'LUHWUL]HVSDUDDGRFXPHQWDomRGHVLVWHPDGHJHVWmRGDTXDOLGDGH
[12] $%17 1%5 ,62 *HVWmR GD TXDOLGDGH ± 'LUHWUL]HV SDUD D SHUFHSomR GH EHQHItFLRV
¿QDQFHLURVHHFRQ{PLFRV
[13] $%171%5,62*HVWmRGDTXDOLGDGH±'LUHWUL]HVSDUDWUHLQDPHQWR
[14] $%17,6275*XLDVREUHWpFQLFDVHVWDWtVWLFDVSDUDD$%171%5,62
[15] $%171%5,62*HVWmRGHTXDOLGDGH±'LUHWUL]HVSDUDHQYROYLPHQWRGDVSHVVRDVHVXDV
competências
>@ ABNT NBR ISO 10019 'LUHWUL]HV SDUD D VHOHomR GH FRQVXOWRUHV GH VLVWHPDV GH JHVWmR GD
TXDOLGDGHHXVRGHVHXVVHUYLoRV
>@ $%171%5,626LVWHPDVGDJHVWmRDPELHQWDO5HTXLVLWRVFRPRULHQWDo}HVSDUDXVR
[18] $%171%5,62'LUHWUL]HVSDUDDXGLWRULDGHVLVWHPDVGHJHVWmR

[19] $%171%5,62*HVWmRGHULVFRV±3ULQFtSLRVHGLUHWUL]HV
[20] ,62Guidance on outsourcing
[21] ,62,(& 6RIWZDUH HQJLQHHULQJ ± *XLGHOLQHV IRU WKH DSSOLFDWLRQ RI ,62 WR
FRPSXWHUVRIWZDUH
[22] $%17 1%5 ,(& *HVWmR GD GHSHQGDELOLGDGH ± 3DUWH 6LVWHPDV GH JHVWmR GD
dependabilidade
[23] ,(&'HVLJQUHYLHZ
[24] Quality management principles,621
[25] 6HOHFWLRQDQGXVHRIWKH,62IDPLO\RIVWDQGDUGV,621
>@ ISO 9001 IRU6PDOO%XVLQHVVHV – What to do,621
>@ ,QWHJUDWHGXVHRIPDQDJHPHQWV\VWHP6WDQGDUG ISO 1
[28] ZZZLVRRUJWFVFSXEOLF
[29] ZZZLVRRUJWF,62$XGLWLQJ3UDFWLFHV*URXS
1 'LVSRQtYHOQRZHEVLWHKWWSZZZLVRRUJ

NBR Iso 9001 2015

Transféré par

Informations du document

Titre original

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

NBR Iso 9001 2015

Transféré par

Droits d'auteur :

Formats disponibles

NORMA ABNT NBR

Sistemas de gestão da qualidade — Requisitos

ICS 03.120.10 ISBN 978-85-07-05801-4

© ISO 2015 - © ABNT 2015

ii © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

Prefácio Nacional ...............................................................................................................................vi

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados iii

iv © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

10.3 Melhoria contínua.............................................................................................................22

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados v

(VWDWHUFHLUDHGLomRFDQFHODHVXEVWLWXLDHGLomRDQWHULRU $%171%5,62 DTXDOIRLWHFQL-

NOTE 2 Statutory and regulatory requirements can be expressed as legal requirements.

vi © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

Esta Norma pode ser usada por partes internas e externas.

$WHQGHU FRQVLVWHQWHPHQWH D UHTXLVLWRV H DERUGDU QHFHVVLGDGHV H H[SHFWDWLYDV IXWXUDV FRQVWLWXL XP

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados vii

— “pode” (may/can LQGLFDSHUPLVVmRSRVVLELOLGDGHRXFDSDFLGDGH

0.2 Princípios de gestão da qualidade

0.3 Abordagem de processo

viii © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

Ponto de partida Ponto de chegada

Fontes de entradas Entradas Atividades Saídas Recebedores de Saídas

PROCESSOS MATÉRIA, MATÉRIA, PROCESSOS

Figura 1 – Representação esquemática dos elementos de um processo individual

0.3.2 Ciclo Plan-Do-Check-Act

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados ix

Sistema de Gestão da Qualidade (4)

Requisitos Planejamento Liderança Avaliação de Resultados

Figura 2 – Representação da estrutura desta Norma no ciclo PDCA

— Plan SODQHMDU HVWDEHOHFHURVREMHWLYRVGRVLVWHPDHVHXVSURFHVVRVHRVUHFXUVRVQHFHVViULRV

— Do ID]HU LPSOHPHQWDURTXHIRLSODQHMDGR

— Act DJLU H[HFXWDUDo}HVSDUDPHOKRUDUGHVHPSHQKRFRQIRUPHQHFHVViULR

0.3.3 Mentalidade de risco

x © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

0.4 Relacionamento com outras normas de sistemas de gestão

— D$%171%5,62Sistemas de gestão da qualidade – Fundamentos e vocabulárioSURYr

— D$%171%5,62*HVWmRSDUDRVXFHVVRVXVWHQWDGRGHXPDRUJDQL]DomR – Uma abordagem

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados xi

Sistemas de gestão da qualidade — Requisitos

௘D QHFHVVLWD GHPRQVWUDU VXD FDSDFLGDGH SDUD SURYHU FRQVLVWHQWHPHQWH SURGXWRV H VHUYLoRV

$%171%5,62Sistemas de gestão da qualidade – Fundamentos e vocabulário

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados 1

4.2 Entendendo as necessidades e expectativas de partes interessadas

4.3 Determinando o escopo do sistema de gestão da qualidade

4.4 Sistema de gestão da qualidade e seus processos

2 © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

௘F GHWHUPLQDU H DSOLFDU RV FULWpULRV H PpWRGRV LQFOXLQGR PRQLWRUDPHQWR PHGLo}HV H LQGLFDGRUHV

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados 3

5.1.2 Foco no cliente

5.2.1 Desenvolvendo a política da qualidade

5.2.2 Comunicando a política da qualidade

5.3 Papéis, responsabilidades e autoridades organizacionais

4 © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados 5

6.2 Objetivos da qualidade e planejamento para alcançá-los

6.3 Planejamento de mudanças

 © ISO 2015 - © ABNT 2015 - Todos os direitos reservados

NOTA BRASILEIRA 1 O termo “KDUGZDUH´IRLWUDGX]LGRSRUPDUWHULDLVPiTXLQDVIHUUDPHQWDVHWF

7.1.4 Ambiente para a operação dos processos

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados 

7.1.5 Recursos de monitoramento e medição

7.1.5.2 Rastreabilidade de medição

7.1.6 Conhecimento organizacional

(VWDWHUFHLUDHGLomRFDQFHODHVXEVWLWXLDHGLomRDQWHULRU$%171%5,62DTXDOIRLWHFQL-

— “pode” (may/canLQGLFDSHUPLVVmRSRVVLELOLGDGHRXFDSDFLGDGH

— PlanSODQHMDUHVWDEHOHFHURVREMHWLYRVGRVLVWHPDHVHXVSURFHVVRVHRVUHFXUVRVQHFHVViULRV

— DoID]HULPSOHPHQWDURTXHIRLSODQHMDGR

— ActDJLUH[HFXWDUDo}HVSDUDPHOKRUDUGHVHPSHQKRFRQIRUPHQHFHVViULR

— D$%171%5,62Sistemas de gestão da qualidade – Fundamentos e vocabulárioSURYr

— D$%171%5,62*HVWmRSDUDRVXFHVVRVXVWHQWDGRGHXPDRUJDQL]DomR – Uma abordagem

$%171%5,62Sistemas de gestão da qualidade – Fundamentos e vocabulário

௘F GHWHUPLQDU H DSOLFDU RV FULWpULRV H PpWRGRV LQFOXLQGR PRQLWRUDPHQWR PHGLo}HV H LQGLFDGRUHV

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados

NOTA BRASILEIRA 1 O termo “KDUGZDUH´IRLWUDGX]LGRSRUPDUWHULDLVPiTXLQDVIHUUDPHQWDVHWF

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados

௘D GHWHUPLQDUDFRPSHWrQFLDQHFHVViULDGHSHVVRDVTXHUHDOL]HPWUDEDOKRVRERVHXFRQWUROH

$RUJDQL]DomRGHYHSODQHMDULPSOHPHQWDUHFRQWURODURVSURFHVVRVYHUQHFHVViULRVSDUDDWHQGHU

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados

௘E UDVWUHDELOLGDGHjVSHVVRDVTXHDXWRUL]DPDOLEHUDomR

௘E DYDOLDUDQHFHVVLGDGHGHDomRSDUDHOLPLQDUDVFDXVDVGDQmRFRQIRUPLGDGHD¿PGHTXHHOD

NOTA BRASILEIRA 3RUFRQYHQomRRWHUPRUHYLHZIRLWUDGX]LGRFRPR³DQiOLVHFUtWLFD´&RQVHTXHQ-

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados

NOTA BRASILEIRA 1R%UDVLOR&RPLWr7pFQLFRUHVSRQViYHOSHODDGRomRGDVQRUPDVGR,627&

— $%171%5,62Sistemas de gestão da qualidade – Fundamentos e vocabulárioSURYrXPD

© ISO 2015 - © ABNT 2015 - Todos os direitos reservados