Sistemas de gestão da qualidade em escolas de futebol

: o caso das Escolas de Futebol Dragon Force

Abstract

The present study aims to analyze the impact of implementing Quality Management Systems (QMS) and their respective certification according to the ISO 9001 standard in football schools. Thus, the objective of this dissertation is to capture the main benefits and challenges arising from the application of such systems, as well as to understand the contribution of QMS to the improvement of service quality and increased customer satisfaction. Additionally, this work intends to explore the impact of adopting QMS and the ISO 9001 standard on the relationships among athletes, coaches, parents, nutritionists, psychologists, and other stakeholders. In this way, we sought to address some existing research gaps, such as the lack of studies on the application of QMS in sports organizations. To achieve this, the Dragon Force Schools were considered, whose QMS is currently certified according to the ISO 9001:2015 standard by APCER (Portuguese Association of Certification). Documents related to Dragon Force's processes and procedures were analyzed, and interviews were conducted with various stakeholders. The main results of this research demonstrate the consistency of the service offered in the various locations where Dragon Force is present, the development of a solid and characteristic methodology of Dragon Force, as well as the significant expansion carried out at national and international levels. It is also noteworthy the comprehensiveness of the services provided in the Dragon Force Schools. These factors contribute to the satisfaction and development of athletes, as well as to the establishment of trust relationships with parents.

Date of Award	11 Jul 2024
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Rita Ribeiro (Supervisor)