Anuário Brasileiro do Setor de Locação de Veículos | 2021

123 2021 Anuário Brasileiro do Setor de Locação de Veículos Brazilian Vehicle Rental Sector Yearbook © Freepik ® A BLA is a representative association managed along the same lines as the most successful private companies. In recent years, its professional management model has developed, mainly from the improvement of internal processes and its imminent earning of ISO 9001 Certification. Since the presentation of the ISO project to the internal team at ABLA, including consultants, diagnosis of the operation and definition of the Quality Management System (processes) structure, the objective was to generate a basis for the continuity of the association that represents leasing and rental companies nationally. “The intention of our management is to leave this project as a legacy for ABLA, so that future management can use an even more organized and simple process structure,” says the president of the National Council, Paulo Miguel Junior. The most recent review of the Quality Management System (QMS) was in October 2020, as preparation for the next steps and challenges: to continue with deciding on models for QMS documentation; more training of multipliers, and the definition of the structure for each process (inputs, outputs, activities, controls, reference documentation, responsibilities, and indicators). This definition of good quality practices in ABLA is a two-way street. The gains appear in the optimization of resources for the processes, empowering the association to meet the demands of its members and to project the association in the market. The advancement in the quality program also ensures documentary security for ABLA’s operations, both in internal and external matters. The uncertainty experienced in 2020, with economicactivity shakenby thepandemic “attested more concretely to the success of the project, which will culminate with ISO 9001 Certification,” says association’s manager, Francine Evelyn. She says the definition of processes (QMS) and their documentary structures “facilitates the visibility of activities, responsibilities and the standardized generation of information, besides allowing better decision-making, especially in an indefinite scenario such as the pandemic.” Motivating element - The participation by ABLA’s internal team and the presence its em- ployees in the various stages of the ISO 9001 Certification project was another motivating factor. “And, for the members, the stimulus comes from the security of being served by a managed environment with a vision of quality. This includes acting effec- tively to address com- plaints and, chiefly, basing our work on an international quali- ty standard,” Francine adds. Standardize to evolve Essa definição de boas práticas de qualida- de na ABLA é uma via de duas mãos. Os ganhos aparecem na otimização de recursos dos proces- sos, capacitando a entidade para atender deman- das dos associados e para projetar a associação no mercado. O avanço no programa de qualidade também garante segurança documental para as operações da ABLA, tanto em questões internas quanto externas. O momento de incerteza vivido em 2020, com as atividades econômicas abaladas pela crise sa- nitária, “acabou atestando mais concretamente o êxito do projeto, que vai culminar com a Certifica- ção ISO 9001”, salienta a gerente da associação, Francine Evelyn. Segundo ela, justamente a defini- ção dos processos (SGQ) e suas estruturas docu- mentais “facilitaram a visibilidade das atividades, responsabilidades e a geração padronizada das informações, além de permitirem tomadas de de- cisões mais assertivas especialmente num cenário indefinido como o estabelecido pela pandemia”. Elemento motivador - A participação efetiva da equipe interna da ABLA e a presença de cada colaborador da entidade, nas variadas etapas do projeto rumo à Certificação ISO 9001, foi mais um fator de motivação. “E, para o associado, o estímulo surge da segurança de ser atendido dentro de um ambiente gerenciado com a visão da qualidade. Isso inclui agir de maneira eficaz para atender queixas procedentes e principal- mente nortear a nossa atuação a partir de um padrão internacional de qualidade”, completa Francine. ISO CERTIFICATION