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O IMPACTO DOS SISTEMAS DE GESTÃO DA QUALIDADE NA ÓTICA DOS STAKEHOLDERS - Estudo Comparativo entre duas Instituições Particulares de Solidariedade Social (IPSS) do concelho de Fornos de Algodres
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Abstract(s)
As Instituições Particulares de Solidariedade Social (IPSS) são organizações que têm uma grande importância no setor social. A qualidade é um tema que já se discute e analisa há muitos anos, no entanto, na vertente social é relativamente recente.
O processo de certificação da qualidade pode funcionar como um fator de diferenciação quando trabalhado da melhor forma e com intuito orientador, de forma a ser percecionado e valorizado por todos os elementos de uma organização. No entanto, pode assumir uma visão mais redutora, na medida em que assenta na documentação e conformidade de requisitos, esquecendo, por vezes, a satisfação de todos os stakeholders.
Esta dissertação tem como principal objetivo explorar o impacto dos Sistemas de Gestão da Qualidade (SGQ) em Organizações de Economia Social (OES), na ótica dos stakeholders. Foi um estudo realizado em duas Instituições Particulares de Solidariedade Social (IPSS) no concelho de Fornos de Algodres: uma certificada e outra sem SGQ implementado.
Foram entregues questionários a membros da Direção, aos Colaboradores e Familiares ou Clientes de cada IPSS. O questionário direcionado aos membros da direção foi construído de forma a que os responsáveis das duas IPSS pudessem responder, abordando procedimentos efetuados/a efetuar para se tornar uma IPSS certificada, visão acerca dessa mesma IPSS e da sua qualidade, o que se pretende/prevê com a certificação e a pertinência de cada fator associado à certificação da qualidade na perspetiva de cada membro. O instrumento preenchido pelos familiares permitiu analisar o grau de satisfação com os serviços prestados, aliando a perceção da importância e conhecimento da existência de um SGQ na instituição. O questionário dos colaboradores pretendia apurar a satisfação em relação à instituição onde se encontram a desempenhar funções laborais. Para além deste aspeto, pretendia-se analisar o conhecimento em relação à existência de um SGQ, os benefícios mais notórios depois da certificação/aqueles que esperam alcançar, a pertinência da implementação do sistema e as dificuldades sentidas/as que esperam sentir.
Com a realização deste estudo foi possível apurar alguns contrastes entre a IPSS certificada e a que não se encontra certificada. O que se concluiu é que os contrastes encontrados não são muito significativos na prática, à exceção da satisfação dos colaboradores que é ligeiramente mais reduzida na IPSS que não se encontra certificada.
Para além desta conclusão, ressaltou-se ainda que os dirigentes têm um importante papel no envolvimento de toda a equipa e são alavanca para o sucesso das instituições. O facto dos órgãos de gestão se encontrarem ausentes e, por vezes, não acompanharem a realidade da vertente social, isto é, não se familiarizarem com a realidade do dia-a-dia da instituição, pode boicotar e influenciar o conhecimento dos recursos humanos e o que realmente necessitam para uma boa estrutura organizacional. Toda esta atuação tem de ser realizada numa hierarquização horizontal, na medida em que todos os elementos têm de estar informados e conhecedores dos assuntos relacionados com a IPSS, têm de sentir que possuem a sua parte de protagonismo na tomada de decisões importantes.
No caso dos familiares/clientes, não se evidenciaram diferenças de relevo na perceção da satisfação ou relevância da certificação da qualidade.
Em síntese, parece haver ainda muito a explorar neste âmbito da certificação da qualidade e satisfação com as organizações sociais na perspetiva dos stakeholders. Espera-se que este estudo tenha constituído um contributo neste desiderato.
Private Social Solidarity Institutions (PSSI) are organisations that have great importance in the social sector. The theme of quality is a topic that has been discussed and analysed for many years, however in the social sphere it is relatively recent. The certification process can work as a differentiating factor when executed in the best way and with guiding intent, in order to be perceived and valued by all elements of an organisation. However, it can take a more reductive view, as it is based on documentation and compliance of requirements, so that the satisfaction of all stakeholders is forgotten. The main purpose of this dissertation is to explore the impact of Quality Management Systems (QMS) on social economy organisations (SEO), from the perspective of stakeholders. It was a study carried out in two Private Institutions of Social Solidarity (PSSI) in the municipality of Fornos de Algodres: one certified and the other without implemented QMS. Questionnaires were delivered to members of the Board, Employees and Family Members or Clients of each PSSI. The questionnaire aimed at the members of the board was built so that the members of the board of the two PSSI could answer, addressing procedures carried out/to be carry out to become a certified PSSI, a view of that same PSSI, what is intended with the certification and the relevance of each factor from the perspective of each member. The instrument answered by the family members allowed the analysis of the degree of satisfaction with the services provided, combining the perception of the importance and knowledge of the existence of a QMS in the institution. The employees' questionnaire was intended to ascertain satisfaction with the institution where they are performing their work functions. In addition to this aspect, it was intended to analyse the knowledge regarding the existence of a QMS, the most notorious benefits after certification/those they hope to achieve, the relevance of the implementation of the system and the difficulties they expect to feel. With this study, it was possible to find points of contrasts when comparing the certified PSSI and the one that is not certified. What was concluded is that the contrasts found are not very significant in practice, with the exception of employee satisfaction, which is slightly lower in the PSSI that is not certified. In addition to this conclusion, it was further emphasised that leaders have an important role in the involvement of the entire team and are a lever for the success of institutions. The fact that board members are absent and sometimes do not follow the reality of the social aspect, that is, they are not familiar with the reality of the institution, can mask and influence the knowledge of the existing human resources and what they really need for a good organisational structure. All these actions have to be carried out in a horizontal hierarchy, as all elements have to be informed and knowledgeable about matters related to the PSSI; they have to feel that they have their share of protagonism in making important decisions. In the case of family members/clients, there were no substantial differences in the perception of satisfaction or relevance of quality certification. In summary, there still seems to be much to explore in this area of quality certification and satisfaction with social organizations from the perspective of stakeholders. It is hoped that this study has contributed to this goal.
Private Social Solidarity Institutions (PSSI) are organisations that have great importance in the social sector. The theme of quality is a topic that has been discussed and analysed for many years, however in the social sphere it is relatively recent. The certification process can work as a differentiating factor when executed in the best way and with guiding intent, in order to be perceived and valued by all elements of an organisation. However, it can take a more reductive view, as it is based on documentation and compliance of requirements, so that the satisfaction of all stakeholders is forgotten. The main purpose of this dissertation is to explore the impact of Quality Management Systems (QMS) on social economy organisations (SEO), from the perspective of stakeholders. It was a study carried out in two Private Institutions of Social Solidarity (PSSI) in the municipality of Fornos de Algodres: one certified and the other without implemented QMS. Questionnaires were delivered to members of the Board, Employees and Family Members or Clients of each PSSI. The questionnaire aimed at the members of the board was built so that the members of the board of the two PSSI could answer, addressing procedures carried out/to be carry out to become a certified PSSI, a view of that same PSSI, what is intended with the certification and the relevance of each factor from the perspective of each member. The instrument answered by the family members allowed the analysis of the degree of satisfaction with the services provided, combining the perception of the importance and knowledge of the existence of a QMS in the institution. The employees' questionnaire was intended to ascertain satisfaction with the institution where they are performing their work functions. In addition to this aspect, it was intended to analyse the knowledge regarding the existence of a QMS, the most notorious benefits after certification/those they hope to achieve, the relevance of the implementation of the system and the difficulties they expect to feel. With this study, it was possible to find points of contrasts when comparing the certified PSSI and the one that is not certified. What was concluded is that the contrasts found are not very significant in practice, with the exception of employee satisfaction, which is slightly lower in the PSSI that is not certified. In addition to this conclusion, it was further emphasised that leaders have an important role in the involvement of the entire team and are a lever for the success of institutions. The fact that board members are absent and sometimes do not follow the reality of the social aspect, that is, they are not familiar with the reality of the institution, can mask and influence the knowledge of the existing human resources and what they really need for a good organisational structure. All these actions have to be carried out in a horizontal hierarchy, as all elements have to be informed and knowledgeable about matters related to the PSSI; they have to feel that they have their share of protagonism in making important decisions. In the case of family members/clients, there were no substantial differences in the perception of satisfaction or relevance of quality certification. In summary, there still seems to be much to explore in this area of quality certification and satisfaction with social organizations from the perspective of stakeholders. It is hoped that this study has contributed to this goal.
Description
Keywords
Sistemas de Gestão da Qualidade Terceiro-Setor IPSS Certificação Stakeholders Quality Management Systems Third Sector PSSI Certification