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Qualquer organização deve garantir qualidade nos bens e serviços que presta, incluindo as Organizações Sem Fins Lucrativos (OSFL). Neste sentido, a Santa Casa da Misericórdia do Porto (SCMP) decidiu certificar o Centro Hospitalar Conde de Ferreira (CHCF) pela ISO 9001. A certificação do CHCF implicou a modelação dos processos do mesmo e foi neste contexto que se inseriu o estágio realizado. No decorrer do estágio surgiu o interesse em se estudar este tema, inserido no tema mais lato da qualidade no contexto específico das OSFL, resultando desse estudo a presente investigação. A investigação assenta numa metodologia qualitativa como suporte à construção de conhecimento quer sobre a forma como a modelação dos processos do CHCF influenciou a qualidade dos serviços desta unidade, quer para se compreender quais os benefícios e desafios associados à certificação de qualidade no CHCF. Para se obter a informação necessária à investigação recorreu-se à análise documental, a entrevistas e à observação direta. Através destes métodos, foi possível concluir que os resultados obtidos se encontram alinhados com os resultados expressos na literatura para investigações com propósitos semelhantes. A investigação desenvolvida acarretou alguns desafios. De entre as limitações da presente investigação, destaca-se a falta de abundância de literatura sobre as temáticas em análise no contexto específico das OSFL. Ademais, face à literatura existente e no que respeita à adoção da ISO 9001, verificou-se que a maioria dos estudos se debruça sobre versões anteriores deste normativo.
Any organization must ensure the quality of the goods and services it provides, including the Non-Profit Organizations (NPOs). As a consequence, Santa Casa da Misericórdia do Porto (SCMP) decided to certify the Centro Hospitalar Conde de Ferreira (CHCF) by ISO 9001. The certification of the CHCF implied the modelling of its processes and it was in this context that the internship was carried out. During the internship, the interest in studying this theme emerged, which was inserted in the broader topic regarding the quality in the specific context of the NPOs, leading to the current investigation. The research was based on a qualitative methodology to support not only the development of knowledge in order to understand the benefits and challenges associated with the quality certification in the CHCF, but also to understand the impact of process modelling on the CHCF and its influence on the quality of the services of this unit. To collect the fundamental information for the investigation, document analysis, interviews and direct observation were performed. Through these methods, it was possible to conclude that the results obtained are consistent with the results expressed in the literature for investigations with similar purposes. The research that was carried out has brought some challenges though. Among the limitations of this research, it stands out the lack of abundance in the literature on the topics under analysis in the specific context of NPOs. In addition, given the existing literature and regarding the adoption of ISO 9001, it was acknowledged that most studies focus on previous versions of this standard.
Any organization must ensure the quality of the goods and services it provides, including the Non-Profit Organizations (NPOs). As a consequence, Santa Casa da Misericórdia do Porto (SCMP) decided to certify the Centro Hospitalar Conde de Ferreira (CHCF) by ISO 9001. The certification of the CHCF implied the modelling of its processes and it was in this context that the internship was carried out. During the internship, the interest in studying this theme emerged, which was inserted in the broader topic regarding the quality in the specific context of the NPOs, leading to the current investigation. The research was based on a qualitative methodology to support not only the development of knowledge in order to understand the benefits and challenges associated with the quality certification in the CHCF, but also to understand the impact of process modelling on the CHCF and its influence on the quality of the services of this unit. To collect the fundamental information for the investigation, document analysis, interviews and direct observation were performed. Through these methods, it was possible to conclude that the results obtained are consistent with the results expressed in the literature for investigations with similar purposes. The research that was carried out has brought some challenges though. Among the limitations of this research, it stands out the lack of abundance in the literature on the topics under analysis in the specific context of NPOs. In addition, given the existing literature and regarding the adoption of ISO 9001, it was acknowledged that most studies focus on previous versions of this standard.
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Keywords
Organização sem fins lucrativos ISO 9001 Qualidade Non-profit organizations Quality