DIAGNOSIS FOR THE IMPLEMENTATION OF AN ENVIRONMENTAL MANAGEMENT SYSTEM IN MICROBUSINESS IN THE URBAN VECTOR AND PEST CONTROL SECTOR

This project analyzes and discusses the application of a methodological valuation model of an environmental maturity of a company of vectors and pests control. The method used was the initial environmental diagnostics, which intended to classify in a scale of values the Business Process of the company to Certification based on NBR ISO 14001. As a result of the application of the method were identified EMS Critical Success Spots low performed by the company, and the positive influence of ISO 9001 Certification already established in the organization. As well as proposed actions to improve the weaknesses that were identified by the diagnostics in order to establish a schedule for the compliance of the first phase of the PDCA method proposed by the ISO 14001.


INTRODUCTION
The company studied in this paper, after understanding the need for changes resulting from the construction of the Petrochemical Complex in the municipality of Itaboraí, which belongs to the state of Rio de Janeiro, began the process of implementing the Quality Management System (QMS) that provided the ISO 9001 certification to its business processes in 2013.The QMS can be defined as a company's established quality standard to achieve more efficient processes and customer satisfaction (MAEKAWA, 2013).
All the experiences gained in the implementation of QMS (Quality Management System), for example, the systematization and organization of inputs and outputs to meet the company standard required by ISO, led high administration to understand that quality in service provision also covers environmental variables within in the activity.degree of organizational maturity for future certification based on NBR ISO 14001 Norm.
To assist in successfully reaching the overall goal, the following objectives were established: a) Evaluate the critical success factors in business processes, using the model of the Initial Diagnosis EMS; b) Propose improvement actions for any critical factors found.

METHODOLOGY
Initially, business scenarios were planned seeking to identify and analyze the SGA requirements, determine the existing elements in the QMS, develop procedures for items not covered by the QMS and finally, implement and verify the EMS (BLOCK, 2000).
The analysis method used is based on a multi-criteria matrix, consisting of a set of methods and techniques to assist or support people and organizations in decision making under the influence of a plurality of criteria (Gomes, 2002), established by AVALIAMB (Diagnostic Evaluation of the Environmental Management System) developed by Barros et Wasserman (2009) based on La Rovere (2001) and Freitas (2001).Since the matrix is based on key areas and processes evaluated in an audit for compliance with the ISO 14001 (Table 1), it covers all the items appraised by the norm and presents through its results the degree of adequacy of each item to implement in the parameters proposed by ISO.Each of the subjects assessed by diagnosis (Table 1) are detailed in its particularity in the analysis form proposed by the diagnosis as a more thorough way of evaluating each item, and applied to the representatives in the administrative and operational areas of the company.In the initial environmental diagnosis each presented item is individually evaluated by representatives chosen to participate in the study, which assign a score of 0 (zero) to 4 to assess the adequacy of the company to the proposed theme (Table 2).

Instructions
The questionnaire assesses 16 environmental management requirements.For each requirement there are questions which should be evaluated from 0 to 4 according to the following criteria: 0 No, this enterprise does not carry out any action or verification in this regard.
1 No, but intends to implement or verify.
2 Yes, but this situation is not formalized.
3 Yes, it is in formal implementation phase.
4 Yes, it is implemented and compliant.
After evaluating each item individually (Table 1), the subgroup gets a percentage of adequacy ranging from 0% to 100% (Table 3), the closer to 100%, the higher its degree of compliance with the standard on the subject proposed.This percentage represents how much the company needs to work to comply with the requirements of NBR ISO 14001.The results in percentage obtained for each item, when added in their total among all the items evaluated, generates a score from 0 (zero) to 5 points, according to (Table 4).This score is the main indicator of the degree of environmental maturity of the company for the implementation of an EMS and future ISO 14001 certification.Between 0 and 1.9 points: the environmental management of the project does not have proper balance (is vulnerable); some requirements can be developed while others are fragile.
Between 2 and 3.9 points: the project is on track for EMS certification, but still has a long way to go.
Between 4 and 5 points: the enterprise has an Environmental Management System that may be close to conformity regarding ISO 14001 requirements and, consequently, the environmental certification system.
As a way of collecting and processing data, the diagnosis was applied and from the results improvement actions were proposed for the weaknesses identified by the matrix.From the model results, it is expected that a strategic plan of action is established to prepare the company for future the implementation of an Environmental Management System.
As the chosen methodology for application and model analysis, the environmental assessment form was applied to a representative of the administrative department, which participates fully in the business management and knows all the activities developed by the company.This diagnosis will be the main basis for the development of responses to the objectives proposed by the study.The results obtained will be analyzed and from this preliminary assessment, the actions will be proposed for improvements in the Critical Success Factors (CSFs) indicated by the result of the diagnosis.In order to promote the counterpoint of opinions and perceptions, the same form was applied to a representative of the operational department, which will be demonstrated and evaluated on differences and similarities with the diagnosis applied to the representative of the administrative sector.From the results obtained, the underperforming Critical Success Factors in the EMS will be identified.
The model adopted as criteria for establishing the CSFs that: the items assessed (Table 1) with smaller adequacy percentages than 70% (Table 3) are considered Critical Success Factors for the EMS and should be evaluated and dealt actions for the nonconformities.For items with equal or higher percentage than 70%, which is the score that falls between 4 and 5 points (Table 4) and means that the item conforms to the standard NBR ISO 14001.It is assessed that these are in the process of adaptation and will require little work or for their suitability, but those who presented adequacy percentages lower than 70% fall in the range between 0 and 3.9 points (Table 4) and require greater efforts targeted to actions for adjustment and correction of the items in the requirements of the norm.

RESULTS
From the results shown by the diagnosis matrix applied to the representative of the administrative department (Table 5) and adopting the above criteria, areas that obtained a percentage of less capacity than 70% were identified as Critical Success Factors.The color gradient in the matrix (Table 5) indicates the degree of maturity of the item evaluated in the EMS company.In the variation between "dark gray" and "white", the first means higher degree of nonconformity and the second means greater degree of conformity with the norm.The observation and analysis of the situation identifies the company's degree of maturity for the implementation of ISO 14001.From the results obtained, it is possible to see that the company is in the current situation of medium compliance with the standard, with the result of 2.36 points in the diagnosis applied to the representative of the administrative department, which represents that the organization's EMS is under implementation and still demands many actions to achieve compliance with the standard, presenting thus still a large number of CSFs, meaning items evaluated with an adequacy percentage of less than 70%.
In the framework of analysis it is possible to identify the weaknesses in the current situation of the organization's EMS, resulting from the absence or deficiency in specific actions for the areas analyzed by the form.From this point, it is possible to reflect on these results inside and outside the company walls and try to identify common weaknesses for other business realities seeking certification in ISO 14001.Some authors state in their research that the vast majority of Brazilian organizations have demonstrated different behaviors when it comes to environmental management (ROHRICH et CUNHA, 2004), individually presenting their CSFs according to the market profile and product linked to the activity performed.
However, the motivation behind the implementation of an EMS and inclusion of the environmental variable in business processes is linked to a single purpose: "The concern to conform to the rules and regulations dictated by the environment that would thereby originate uniformity in organizations" (ALPERSTEDTET et al., 2010).This institutional isomorphism (ZUCKER, 1987) would be responsible for this homogeneity of purposes from corporate environmental management.However, it must be questioned, given the territorial insertions of each organization.
The consistent motivations and results of differing maturity between organizations lead to a reflection about what causes this discrepancy between motivation and the weaknesses pointed out by an environmental diagnosis, or another method of evaluating the EMS.Machado da Silva et al., (1999) pointed out that these results originate mainly in the social context in which the company operates and its relationship and interests with an environmental image that is proposed.To supplement this statement form, it is possible to realize the importance of an effective participation of the environmental professional in the areas of enterprise management system and the influence of this participation in the seriousness of the results highlighted by the diagnosis and actions proposed, dealing with environmental responsibility across the board in all areas and sectors covered by the organization.
The weaknesses identified through the Critical Success Factors in Table 5 are associated with justifications that have obtained through this work, proposals for improvement actions for their nonconformity (Table 6).From the weaknesses identified by the diagnosis, it is suggested that the company hold a critical analysis meeting with the high administration to establish the environmental policy aimed at prevention and mitigation for environmental impact.

Environmental Aspects
In this item, the low score is justified for two reasons: the first is that the company is still in an immature stage of its EMS and failing to provide in a documented form its potential environmental aspects and impacts and; the second is the fact that several items in the form do not apply to the reality of the company.
As an immediate action proposed for this item, the identification of possible environmental aspects of the activity and development of procedures is recommended, which will provide control of the company's possible daily and accidental emissions and, if necessary, establish mitigating actions.

Objectives and Goals
The absence of an established Environmental Policy opens a gap in planning which hinders the development of various areas audited by certification and issues addressed by the item that does not apply to the company's reality also affected negatively on the poor score.However there has been a favorable scenario in the company's compliance in its objectives and goals established with financial provision for operation, goals and objectives that reflect the environmental aspects of the activity.

Environmental Management System Documentation
The unsatisfactory score is justified by the lack of basic EMS documents as a result of an immature system and lack of implementation of some items in relation to the company's reality.However, the company's environmental permits are updated, documented and fully compliant with the standard.

Preventive and Corrective Actions
The unsatisfactory score in this regard relates to the lack of mechanisms for evaluation, prevention and correction of nonconformities related to the EMS.This weakness is justified by the company's present situation of environmental management that is still undeveloped, with much of their strategies for managing deployed, but undocumented, which is a requirement of the ISO 14001.
As an immediate action, the recommendation is that the high administration appoints an internal audit to raise information on the non-compliances present in the company's EMS and the responsible area developer to propose the respective dealing actions for the maintenance of the management system.

Internal Audit
The low score of this item is justified by the informal nature of the audits occurred in the company to date, having no legitimacy for compliance with ISO 14001 requirements.
Planning and execution of the improvements proposed by the company's sector responsible for the EMS together with the high administration and an internal audit schedule with qualified a consultant for an impartial evaluation of the environmental maturity of the company in its processes assessed by the ISO 14001 certification.

Management System Review
In this item the unsatisfactory score is justified by the immaturity of the EMS, which does not have tools for the self-assessment of its management system.
For this FCS it is recommended that the internal audit results be evaluated and reviewed by the high administration to evaluate the functionality of the EMS.

25%
The analysis of CSFs must be well based on the company's top management guidance for management priorities and resource allocation (QUINTELLA, 2009) required for implementation, adaptation and maintenance of the management system.The evaluation of economic viability, considering the company's revenues, says the sequential order of actions to be taken for it to improve its suitability percentages of the norm.As Table 7 presents the CSFs listed that do not require investments, but to change practices orders, requiring low, medium and high investment.The evaluation of the economic viability of CSFs was made taking into account the resources available by the high administration and listed in working with the representative of the administrative department.
Based on the results achieved in the diagnosis, it can be noted that both areas evaluated in the EMS and the QMS obtained an adequacy percentage superior to 70% (Table 8), score which can be justified by the fact that the company is already adapted to the requirements of the ISO 9001 norm, confirming the likelihood of a positive influence of the QMS already deployed in the SGA adaptation process.For viewing and comparison, it is possible to observe the diagnosis results applied to the representative of the operational department (Table 9).The diagnoses obtained similarity between the Critical Success Factors (Table 10) with only minor variations in the adequacy percentages, and except for the item "Awareness and Training" that in the diagnosis applied to the operational sector representative was framed as a CSF because of its compliance degree of lower than 70%.The discrepancy between the results at this point shows the functionality of the diagnosis that describes not only the compliance degree of the company's business processes with the ISO 14001 norm as well as different perceptions of space and activities when applied to more than one employee within the organization.In assessing the results obtained in both environmental diagnoses (Table 5 and 9), similar underperforming CSF numbers were obtained (Table 10), which have a direct relationship between them, as the demand for actions and maturity on an item influences on the performance of others, which points to a chronological hierarchy of actions demonstrated by the ISO norm in its own organization of content, which will help in the implementation process of the entire management system from the organization's Environmental Policy establishment to the Environmental Management System review of the already implanted.

FINAL CONSIDERATIONS
The voluntary character of the EMS by the high administration connotes the company's positive social and environmental responsibility, which creates a favorable environmental image market.However, the increasing importance of implementing the Environmental Management System in the company is mainly related to the organization's legal compliance, primarily by the company's activities in the market, as a provider in the vector and pest control service industry, an activity considered as potentially polluting by IBAMA, which connotes its responsibility to society.
Among the limitations of the method identified in the study, it is possible to verify its difficult adaptation to a micro-enterprise context, since the model includes a wide range of areas, which in certain situations do not apply to its reality.
Another limitation is that the directory board has been the focus of the interviews, for the time required to search, which excludes observations that may contribute to the evaluation of the Critical Success Factors from the workforce point of view.
The last limitation identified in the study regards the application method of the chosen interviews.The diagnosis was applied in individual interviews, which limits the boost of discussions and exchange of ideas among all employees involved in the activity.
For further studies, it is suggested that the adaptation of the methodological model of initial environmental assessment for a context of micro and small businesses be done, in order to guarantee results as close to the reality of the organization as possible.The application of a diagnosis in two different methodologies, covering both the responses of a structured interview individually applied objectively, as well as application of diagnostic groups by area of the organization in a semi-structured way, to be allowed a greater interaction between the parts.

Table 1 -
Area planning and processes evaluated by environmental management auditing.

Table 2 -
Established criteria for the assessment of environmental management areas and processes.

Table 3 -
Example of the company's adequacy percentages to some items proposed by the diagnosis.

Table 4 -
Score variation obtained through the diagnosis and notes regarding the level of environmental maturity of the company.

Table 5 -
Results of diagnosis applied to the representative of the administrative department.

Table 6 -
Critical Factors of Success and their respective justifications and proposals for improvement actions.

Table 7 -
CSFs and their demands in investments.

Table 8 -
Areas evaluated by QMS having obtained a good performance in the environmental assessment.

Table 9 -
Environmental diagnosis result applied to the representative of the operating department.

Table 10 -
Critical Success Factors singled out by the results of diagnosis applied to the representatives of the administrative and operational department.