Gestão de outsourcing de catering na Santa Casa da Misericórdia do Porto: um novo modelo
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2017
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As organizações gerem recursos, muitas vezes, à margem do core business, os quais podem escassear, ser dispendiosos e tomar muito tempo, o que as faz desviar das suas funções principais. Nesse sentido, e com vista à eficácia e eficiência, tem-se tornado uma prática corrente, em algumas organizações, adotar estratégias que lhes permitam facilitar processos e gerir recursos, de modo económico.
Esta investigação foca-se no outsourcing de catering para públicos especializados, em contexto de Serviço Social. Nesse âmbito, procura-se responder a uma questão principal: Será recomendável a Santa Casa da Misericórdia do Porto manter a gestão do outsourcing de catering para público especializado? Desta questão derivaram duas: 1 - Quais são as vantagens, as desvantagens e os riscos associados ao outsourcing?; 2 - O outsourcing de catering cumpre um serviço alimentar de qualidade e satisfatório para o consumidor e cliente?.
Na realização do estudo empírico, a recolha de informação e dados contou com pesquisa documental e bibliográfica, administração de questionários e entrevistas.
A parte teórica centra-se na gestão do outsourcing de catering especializado, focando o caso da Santa Casa da Misericórdia do Porto. São explicados os métodos e procedimentos adotados no trabalho de campo, e apresentados os resultados da administração dos inquéritos por questionário e entrevista. Por fim, os objetivos da investigação são verificados, as hipóteses são sujeitas a confirmação, e a questão principal da investigação e derivadas são respondidas.
Concluiu-se que é recomendável a Santa Casa da Misericórdia do Porto manter a gestão do atual modelo de catering especializado, pois cumpre as Normas de Qualidade e Segurança Alimentar, e em relação ao anterior modelo de catering indiferenciado, satisfaz melhor o consumidor, e apresenta vantagens superiores às desvantagens e riscos, nomeadamente, ao nível da gestão, redução de custos, e libertação de pessoal para se dedicar ao core business da organização.
Organizations generate resources, often outside the core business, which can be scarce, costly and time-consuming, and deviate from primary functions. In this sense, and with a view to effectiveness and efficiency, it has become a current practice in some organizations, adopting strategies that allow processes and resources managed in an economic way. This research focuses on outsourcing catering dedicated to specialized publics, in the context of Social Work. In this area, we are looking to answer the main question: Will Santa Casa da Misericórdia do Porto be recommended to maintain the management of outsourcing catering to specialized publics? From this question derived two: 1 - What are the advantages, disadvantages and risks associated with outsourcing? 2 - The outsourcing catering service fulfills a quality food service and satisfactory for the consumer and the customer? In the accomplishment of the empirical study, a collection of information and data included documentary and bibliographical research, and administration of questionnaires and interviews. The theoretical part focuses on the outsourcing management of specialized catering, focusing on the case of the Santa Casa da Misericórdia do Porto. The methods and procedures adopted in the field work are explained, and the results of questionnaire and interview surveys are presented. Finally, the objectives of the research are verified, as hypotheses are subject to confirmation, and the main research question and derivatives are answered. It was concluded that it is recommended that the Santa Casa da Misericórdia do Porto maintain a management of the current specialized catering model, as it complies with the Norms of Quality and Food Safety, and in relation to the undifferentiated catering model, it better satisfies the consumer and presents superior advantages to disadvantages and risks, for example, at a management level, cost reduction, and release of personnel to devote to the core business of the organization.
Organizations generate resources, often outside the core business, which can be scarce, costly and time-consuming, and deviate from primary functions. In this sense, and with a view to effectiveness and efficiency, it has become a current practice in some organizations, adopting strategies that allow processes and resources managed in an economic way. This research focuses on outsourcing catering dedicated to specialized publics, in the context of Social Work. In this area, we are looking to answer the main question: Will Santa Casa da Misericórdia do Porto be recommended to maintain the management of outsourcing catering to specialized publics? From this question derived two: 1 - What are the advantages, disadvantages and risks associated with outsourcing? 2 - The outsourcing catering service fulfills a quality food service and satisfactory for the consumer and the customer? In the accomplishment of the empirical study, a collection of information and data included documentary and bibliographical research, and administration of questionnaires and interviews. The theoretical part focuses on the outsourcing management of specialized catering, focusing on the case of the Santa Casa da Misericórdia do Porto. The methods and procedures adopted in the field work are explained, and the results of questionnaire and interview surveys are presented. Finally, the objectives of the research are verified, as hypotheses are subject to confirmation, and the main research question and derivatives are answered. It was concluded that it is recommended that the Santa Casa da Misericórdia do Porto maintain a management of the current specialized catering model, as it complies with the Norms of Quality and Food Safety, and in relation to the undifferentiated catering model, it better satisfies the consumer and presents superior advantages to disadvantages and risks, for example, at a management level, cost reduction, and release of personnel to devote to the core business of the organization.
Descrição
Orientação: Carla Marisa Rebelo Magalhães
Palavras-chave
MESTRADO EM GESTÃO, GESTÃO, OUTSOURCING, PORTUGAL, PORTO, OPORTO, MANAGEMENT, OUTSOURCING, PORTUGAL, CATERING, CATERING