Implementação da norma ISO 9001 em IPSS

: efeitos e exigências a prazo

Abstract

The study here presented, "Implementation of ISO 9001 standard requirements in IPSS - Effects and Term Demands", aims to identify the most important benefits and obstacles in the implementation and certification processes of a Quality Management System according to rule ISO 9001: 2008 in Private Institutions of Social Solidarity (IPSS) with the social response Residential Establishment for the Elderly, and simultaneously realize which requirements institutions must meet at the start time for this procedure. The research methodology used is qualitative, and interviews were developed with employees of a certified IPSS, and a survey was administered to a sample of 33 certified institutions, in order to recognize and confirm with those responsible for the services the effects that, in reality, come from the certification. Arising from the research, there is a set of relevant effects, the following being the main benefits: improving the image of the institution, improving internal communication, improving internal organization, reducing the probability of failure, clarifying the responsibilities of employees and increasing awareness of the quality concept. On the other hand, the most important obstacles that stand out include the high initial investment, the certification ISO 9001 high costs and the high cost of certification maintenance, the difficulty of changing the mindset of employees and the time spent by human resources in the processes. This work leads to the confirmation of several assumptions, benefits and obstacles found in the literature review, and the identification of a set of issues related to the certification in IPSS, including that those responsible for the management of the institutions must be the first and most able to mobilize the entire organization for the certification process, and professionalize, as much as possible, the management of the organization itself, surrounding themselves with technically well prepared employees for the requirements and performance of functions. This shows, especially in this context, the relevant role of the human element as an essential component in the provision of services.

Date of Award	2 Dec 2016
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Raquel Campos Franco (Supervisor)