Perceções dos dirigentes de topo sobre a relação entre a certificação pela qualidade e os impactos no quotidiano das IPSS do Distrito de Viseu

Abstract

In a world increasingly unstable, marked by the concept of globalization and greater centralized focus on customer satisfaction, we witnessed the quality in several market sectors, emerging several Quality Management Systems and Quality of Templates to provide a more appropriate response to the satisfaction customers and to ensure the overall sustainability of organizations. This study aims to analyze the perceptions of top managers on the relationship between the certification for the quality and the impacts on the daily lives of Private Institutions of Social Solidarity (IPSS) of Viseu district. In Portugal there are three quality management models that are more applied to Institutions of Social Service, the European Quality in Social Services (EQUASS) or the European System of Quality in Social Services, the Quality Assessment Models of Social Responses (MAQRS) the Social Security Institute (ISS) and the NP EN ISO 9001. The coexistence of different models for the same sector may be because of difficulties of understanding and choice for organizations of this sector. As such, there was a theoretical comparison of the three quality management models, explaining the similarities, differences and specificities that served as the basis for the preparation of a survey applied to the senior management of the institutions. Therefore it stresses that the implementation of a quality management system brings benefits evidenced by a more active management in translating the expectations of users / clients to service requirements and consequent improvement in the processes. Despite being in a growing phase, the path to quality in social responses still far from what is expected for an industry that deals directly with sensitive issues of society.

Date of Award	2015
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Paulo Ribeiro (Supervisor)