ASSESSMENT OF ISO 9001:2015 COMPLIANCE IN PORT OPERATIONS: A CASE STUDY BASED ON PROCESS MANAGEMENT IN SANTANA, AMAPÁ, BRAZIL

Abstract

Quality management is a strategic element for the performance of port operations, particularly in environments characterized by operational complexity and the integration of different processes and stakeholders. This study aimed to assess the compliance of port operations with the requirements of ISO 9001:2015 and identify improvement opportunities based on process management. A single case study was conducted in a port operations company located in Santana, Amapá, Brazil. The research was applied in nature, with a qualitative-quantitative approach and descriptive and exploratory objectives. Data were collected through documentary analysis using a checklist comprising 53 requirements from Sections 4 to 10 of ISO 9001:2015. Compliance was measured using the Weighted Compliance Index (WCI), complemented by an analysis of external audits, nonconformities, corrective actions, and performance indicators. The results showed a WCI of 100%, with all 53 requirements classified as met. External audits also showed a reduction in nonconformities from four occurrences in the first audit to two in the second and none in the third. Despite the high level of documentary compliance and the positive evolution observed in the audits, performance indicators revealed heterogeneous results across processes, with the highest frequency of deviations occurring in Port Operations, particularly in berth productivity, schedule compliance, and berthing time indicators. Based on the integrated diagnosis, an improvement plan grounded in process management was proposed, prioritizing performance indicator monitoring, analysis of the causes of deviations, risk management, and integration among processes and managers. It is concluded that the organization presents a high level of documentary compliance with the ISO 9001:2015 requirements assessed, but still has opportunities to better align regulatory compliance with the operational performance of its processes.