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Advisor(s)
Abstract(s)
O presente estudo pretende analisar o impacto da aplicação de Sistemas de Gestão da Qualidade (SGQ) e respetiva certificação, de acordo com a norma ISO 9001, em escolas de futebol. Desta forma, é objetivo desta dissertação captar os principais benefícios e desafios decorrentes da aplicação deste tipo de sistemas, bem como compreender a contribuição dos SGQ na melhoria da qualidade dos serviços prestados e no aumento de satisfação dos clientes. Além disso, o presente trabalho pretende explorar o impacto da adoção dos SGQ e da norma ISO 9001 nas relações entre atletas, treinadores, encarregados de educação, nutricionistas, psicólogos, entre outros intervenientes.Assim, procurou-se colmatar algumas lacunas de investigação existentes, como a falta de estudos sobre a aplicação de SGQ em organizações desportivas. Para tal, foram consideradas as Escolas Dragon Force, cujo SGQ se encontra, atualmente, certificado, de acordo com a norma ISO 9001:2015, pela APCER (Associação Portuguesa de Certificação). Foram analisados documentos referentes aos processos e procedimentos da Dragon Force e realizadas entrevistas a diferentes stakeholders. Os principais resultados desta investigação evidenciam a consistência do serviço oferecido nos diversos locais onde a Dragon Force está presente, o desenvolvimento de uma metodologia sólida e característica da Dragon Force, bem como a expansão significativa realizada a nível nacional e internacional. Destaca-se, ainda, a transversalidade dos serviços prestados nas Escolas Dragon Force. Estes fatores contribuem para a satisfação e desenvolvimento dos atletas, assim como para o estabelecimento de relações de confiança com os encarregados de educação.
The present study aims to analyze the impact of implementing Quality Management Systems (QMS) and their respective certification according to the ISO 9001 standard in football schools. Thus, the objective of this dissertation is to capture the main benefits and challenges arising from the application of such systems, as well as to understand the contribution of QMS to the improvement of service quality and increased customer satisfaction. Additionally, this work intends to explore the impact of adopting QMS and the ISO 9001 standard on the relationships among athletes, coaches, parents, nutritionists, psychologists, and other stakeholders. In this way, we sought to address some existing research gaps, such as the lack of studies on the application of QMS in sports organizations. To achieve this, the Dragon Force Schools were considered, whose QMS is currently certified according to the ISO 9001:2015 standard by APCER (Portuguese Association of Certification). Documents related to Dragon Force's processes and procedures were analyzed, and interviews were conducted with various stakeholders. The main results of this research demonstrate the consistency of the service offered in the various locations where Dragon Force is present, the development of a solid and characteristic methodology of Dragon Force, as well as the significant expansion carried out at national and international levels. It is also noteworthy the comprehensiveness of the services provided in the Dragon Force Schools. These factors contribute to the satisfaction and development of athletes, as well as to the establishment of trust relationships with parents.
The present study aims to analyze the impact of implementing Quality Management Systems (QMS) and their respective certification according to the ISO 9001 standard in football schools. Thus, the objective of this dissertation is to capture the main benefits and challenges arising from the application of such systems, as well as to understand the contribution of QMS to the improvement of service quality and increased customer satisfaction. Additionally, this work intends to explore the impact of adopting QMS and the ISO 9001 standard on the relationships among athletes, coaches, parents, nutritionists, psychologists, and other stakeholders. In this way, we sought to address some existing research gaps, such as the lack of studies on the application of QMS in sports organizations. To achieve this, the Dragon Force Schools were considered, whose QMS is currently certified according to the ISO 9001:2015 standard by APCER (Portuguese Association of Certification). Documents related to Dragon Force's processes and procedures were analyzed, and interviews were conducted with various stakeholders. The main results of this research demonstrate the consistency of the service offered in the various locations where Dragon Force is present, the development of a solid and characteristic methodology of Dragon Force, as well as the significant expansion carried out at national and international levels. It is also noteworthy the comprehensiveness of the services provided in the Dragon Force Schools. These factors contribute to the satisfaction and development of athletes, as well as to the establishment of trust relationships with parents.
Description
Keywords
Sistemas de gestão da qualidade Escolas de futebol ISO 9001 Quality management systems Football schools