Gestão da qualidade nas organizações sociais - impactos da implementação da norma ISO 9001
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Data
2016
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As organizações sociais, dependem dos seus clientes e, consequentemente, deverão compreender as suas necessidades atuais e futuras, satisfazer os seus requisitos e esforçar-se por exceder as suas expectativas.
Existe uma preocupação a nível global com a qualidade dos serviços prestados o que “obriga” as organizações sociais a pensar o conceito da gestão da qualidade à luz de um referencial normativo. É esta consciencialização que temos vindo a assistir com o aumento significativo da certificação dos sistemas da qualidade das respostas socias em vários países e também em Portugal.
Este estudo incidiu em cinco Instituições Sociais com finalidades não lucrativas, com recurso à metodologia qualitativa, através de entrevista semiestruturada como técnica de recolha de dados, da análise documental das Normas ISO 9001 e ainda da análise estatística.
Através destas foi possível concluir que a norma ISO 9001 confere impactos positivos, a nível organizacional, no sentido, em que é a gestão da qualidade é que vai trazendo consciência de que o trabalho de uma pessoa está em cadeia com os demais e isso, reflete-se no bom funcionamento da Instituição.
Contribui também para a inovação e desenvolvimento sustentável porque as boas práticas resultantes do Sistema de Gestão da Qualidade acabam por levar a Instituição a ter que refletir de forma continuada sobre o seu posicionamento no setor social.
A nível da satisfação de clientes as Instituições Sociais têm instrumentos de aferição para aplicar, entrevistas e/ou questionários aos clientes, e neste contexto, alguns deles, já começaram a perceber de que podem exigir mais e que isso é valorizado. Também é favorável a nível de relações humanas porque estreita laços afetivos entre todas as pessoas.
A nível de constrangimentos considerou-se a burocracia com o aumento do número de registos; dificuldades na interpretação da norma e na terminologia utilizada; e os custos financeiros com a certificação e manutenção da norma que são significativos.
Social organizations, depend on their customers and therefore should understand their current and future needs, meet their requirements and strive to exceed their expectations. There is a global concern with the quality of basic services which "forces" social organizations to think more about the concept of quality management, especially regarding a standard regulatory. It is this awareness we’ve discovered, with the significant certification increase of quality systems response in several countries, Portugal included. This study focused on five social institutions with non-profit purposes, using the qualitative methodology, through semi-structured interviews as a data collection technique, documentary analysis of ISO 9001 and further statistical analysis. Consequently, through this method it was possible to conclude that the ISO 9001 standard gives positive impacts, in an organizational level, with the quality management bringing awareness that someone’s work is chained with the others, and therefore it’s reflected in the institution proper behavior. Likewise, it contributes to sustainable development and innovation because good practices from Quality Management Systems, eventually lead institutions to continuously reflect about their position in then social sector. In what concerns customer’s satisfaction, it appears Social Institutions have measurement tools to apply interviews and / or surveys, and in this context, some of them have begun to realize that they can demand more and that it adds meaningful value. Finally, in the human relations subject it is also useful, considering it ties emotional bounds between all people. At the level of constraints it was considered the bureaucracy with increasing number of records; difficulties in the interpretation of the standards and terminology used and also the significant financial costs to get certification and future renovations.
Social organizations, depend on their customers and therefore should understand their current and future needs, meet their requirements and strive to exceed their expectations. There is a global concern with the quality of basic services which "forces" social organizations to think more about the concept of quality management, especially regarding a standard regulatory. It is this awareness we’ve discovered, with the significant certification increase of quality systems response in several countries, Portugal included. This study focused on five social institutions with non-profit purposes, using the qualitative methodology, through semi-structured interviews as a data collection technique, documentary analysis of ISO 9001 and further statistical analysis. Consequently, through this method it was possible to conclude that the ISO 9001 standard gives positive impacts, in an organizational level, with the quality management bringing awareness that someone’s work is chained with the others, and therefore it’s reflected in the institution proper behavior. Likewise, it contributes to sustainable development and innovation because good practices from Quality Management Systems, eventually lead institutions to continuously reflect about their position in then social sector. In what concerns customer’s satisfaction, it appears Social Institutions have measurement tools to apply interviews and / or surveys, and in this context, some of them have begun to realize that they can demand more and that it adds meaningful value. Finally, in the human relations subject it is also useful, considering it ties emotional bounds between all people. At the level of constraints it was considered the bureaucracy with increasing number of records; difficulties in the interpretation of the standards and terminology used and also the significant financial costs to get certification and future renovations.
Descrição
Orientação : Aida Lopes Bento Esteves Ferreira
Palavras-chave
MESTRADO EM SERVIÇO SOCIAL - GESTÃO DE UNIDADES SOCIAIS E DE BEM-ESTAR, SERVIÇO SOCIAL, INSTITUIÇÕES DE SOLIDARIEDADE SOCIAL, GESTÃO DA QUALIDADE, NORMAS, ISO 9001, SOCIAL WORK, SOCIAL WELFARE CHARITIES, QUALITY MANAGEMENT, STANDARDS, ISO 9001