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Abstract(s)
Num mundo cada vez mais instável, marcado pelo conceito da globalização e um maior enfoque centralizado na satisfação do cliente, presenciamos a qualidade em diversos setores de mercado, surgindo diversos Sistemas de Gestão de Qualidade e Modelos de Qualidade para dar uma resposta mais adequada à satisfação dos clientes e à garantia da sustentabilidade global das Organizações.
O presente estudo tem por finalidade analisar as perceções dos dirigentes de topo sobre a relação entre a certificação pela qualidade e os impactos no quotidiano das Instituiçoes Particulares de Solidariedade Social (IPSS) do distrito de Viseu.
Em Portugal são três os modelos de gestão da qualidade que são mais aplicados às Instituições de Serviço Social, o European Quality in Social Services (EQUASS) ou Sistema Europeu da Qualidade nos Serviços Sociais, os Modelos de Avaliação da Qualidade das Respostas Sociais (MAQRS) do Instituto da Segurança Social (ISS) e a norma NP EN ISO 9001.
A coexistência de diversos modelos para o mesmo setor pode ser causa de dificuldades de entendimento e de escolha para as organizações deste setor. Como tal, realizou-se uma comparação teórica dos três modelos de gestão da qualidade, esclarecendo as similaridades, diferenças e especificidades que serviram de base para a elaboração de um inquérito aplicado à gestão de topo das instituições.
Por conseguinte, salienta-se que a implementação de um sistema de gestão de qualidade acarreta benefícios evidenciados por uma gestão mais ativa na transposição das expetativas dos utentes/clientes para requisitos dos serviços e consequente melhoria nos processos.
Apesar de estar numa fase crescente, o caminho para a qualidade nas respostas sociais ainda está longe do que se espera para um setor que lida diretamente com questões sensíveis da sociedade.
In a world increasingly unstable, marked by the concept of globalization and greater centralized focus on customer satisfaction, we witnessed the quality in several market sectors, emerging several Quality Management Systems and Quality of Templates to provide a more appropriate response to the satisfaction customers and to ensure the overall sustainability of organizations. This study aims to analyze the perceptions of top managers on the relationship between the certification for the quality and the impacts on the daily lives of Private Institutions of Social Solidarity (IPSS) of Viseu district. In Portugal there are three quality management models that are more applied to Institutions of Social Service, the European Quality in Social Services (EQUASS) or the European System of Quality in Social Services, the Quality Assessment Models of Social Responses (MAQRS) the Social Security Institute (ISS) and the NP EN ISO 9001. The coexistence of different models for the same sector may be because of difficulties of understanding and choice for organizations of this sector. As such, there was a theoretical comparison of the three quality management models, explaining the similarities, differences and specificities that served as the basis for the preparation of a survey applied to the senior management of the institutions. Therefore it stresses that the implementation of a quality management system brings benefits evidenced by a more active management in translating the expectations of users / clients to service requirements and consequent improvement in the processes. Despite being in a growing phase, the path to quality in social responses still far from what is expected for an industry that deals directly with sensitive issues of society.
In a world increasingly unstable, marked by the concept of globalization and greater centralized focus on customer satisfaction, we witnessed the quality in several market sectors, emerging several Quality Management Systems and Quality of Templates to provide a more appropriate response to the satisfaction customers and to ensure the overall sustainability of organizations. This study aims to analyze the perceptions of top managers on the relationship between the certification for the quality and the impacts on the daily lives of Private Institutions of Social Solidarity (IPSS) of Viseu district. In Portugal there are three quality management models that are more applied to Institutions of Social Service, the European Quality in Social Services (EQUASS) or the European System of Quality in Social Services, the Quality Assessment Models of Social Responses (MAQRS) the Social Security Institute (ISS) and the NP EN ISO 9001. The coexistence of different models for the same sector may be because of difficulties of understanding and choice for organizations of this sector. As such, there was a theoretical comparison of the three quality management models, explaining the similarities, differences and specificities that served as the basis for the preparation of a survey applied to the senior management of the institutions. Therefore it stresses that the implementation of a quality management system brings benefits evidenced by a more active management in translating the expectations of users / clients to service requirements and consequent improvement in the processes. Despite being in a growing phase, the path to quality in social responses still far from what is expected for an industry that deals directly with sensitive issues of society.
Description
Keywords
Qualidade Sistemas de gestão de qualidade IPSS Certificação Impactos e perceções Quality Quality management systems Certification Impacts and perceptions