Impactos da implementação da Norma ISO 9001:2008 nas IPSS

: estudo de casos múltiplos

Abstract

This dissertation aims to study and analyze the impacts of ISO 9001:2008 in the IPSS. The investigation focuses on three IPSS certified by ISO 9001:2008 seeking to identify positive impacts, negative impacts, external impacts and impacts on professional practice of Social Workers. In this context, our study is methodologically supported by a qualitative approach. This methodology consists in using the case study as a strategy, with semi-structured interviews, observation, documentary research and data collection techniques. With this study we conclude that the norm pervades positive impacts for the institutions, mainly in administrative and organizational terms. We notice that there have been improvements in the organization of documents and internal communications. Also in terms of human resources, we emphasize the strengthening on the involvement of the employees in the whole dynamic of the institution as well as the involvement of top management in the process of implementing a QMS. Consequently, it has been identified an increase in customer satisfaction and families. Certification by the standard gives the institution an external view of credibility as a example to be followed. However, the implementation of these standards also includes aspects that show the negative impacts on IPSS. The increased bureaucracy and consequent increase in expenditure of time are aspects that might influence the effective implementation of all requirements. This factor can be explained with the lack of human resources in institutions. Also the nature of the management language (too technical and specific) and the high financial costs with the implementation and maintenance of the system are referred to as containing the same problematic character. In the professional practice of Social Workers, the most significant impacts of the norm relate to the organization and systematization of all files of clients and the consequent increase in the amount of time necessary to fulfill them.

Date of Award	17 Dec 2011
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Nuno Filipe Melão (Supervisor)