| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| DM_JoanaMartins_MGO3S_2019 | 2.48 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
Esta dissertação surge no âmbito do Mestrado em Gestão das Organizações do 3º Sector
e visa perceber a sustentabilidade das instituições do Tâmega e Sousa relacionando
diretamente a sustentabilidade com os Sistemas de Gestão de Qualidade (SGQ) nas
Instituições Particulares de Solidariedade Social (IPSS).
Cada vez mais, na sociedade atual as instituições do 3º sector detém um papel muito ativo
na prestação de serviços no domínio social e da saúde, pelo que o seu sucesso passa pela
satisfação dos seus clientes face às expectativas que estes têm pelos seus serviços.
Tendo em conta a proliferação do Terceiro Sector e pelo facto de que muitas entidades
optaram já pela certificação, nesta dissertação serão analisados os benefícios/
constrangimentos da certificação que as instituições do Tâmega e Sousa consideram, bem
como avaliar a sua sustentabilidade de um SGQ nas instituições do Terceiro Sector.
A implementação de um sistema de gestão da qualidade, representa uma melhoria ao nível
do funcionamento da instituição e essencialmente do serviço prestado, bem como uma
redução de custos e recursos. Promovendo assim a sua eficácia e eficiência.
O processo de implementação/certificação de um SGQ obriga a um conjunto de
procedimentos. A maioria das instituições em estudo ainda não conseguiram a
certificação, sendo esta a última etapa e que certifica a qualidade da instituição.
Nesta dissertação serão reunidas informações relativas a instituições certificadas e
instituições não certificadas. Pretende-se perceber se a certificação é considerada um
benefício na promoção da qualidade dos serviços prestados e na valorização da
comunidade face à instituição, bem como outros fatores que possam decorrer do processo
de certificação.
This dissertation appears in the scope of the Master in Management of Organizations in the 3rd Sector and aims to understand the sustainability of the institutions of Tâmega and Sousa directly relating sustainability with the Quality Management Systems (QMS) in Private Institutions of Social Solidarity (IPSS). More and more, in today's society, institutions in the 3rd sector have a very active role in providing services in the social and health fields, so their success depends on the satisfaction of their customers in the face of the expectations they have for their services. Taking into account the proliferation of the third sector and the fact that many entities have already opted for certification, nets dissertation will analyze the benefits / constraints of the certification that the institutions of Tâmega and Sousa consider, as well as assess their sustainability of a QMS in the institutions of the Third Sector. The implementation of a quality management system represents an improvement in terms of the institution's functioning and essentially the service provided, as well as a reduction in costs and resources. It thus promotes its effectiveness and efficiency. The process of implementing a QMS requires a set of procedures, most of the institutions under study have not yet achieved certification, this being the last step and which certifies the quality of the institution. In this dissertation, information regarding certified and non-certified institutions will be gathered. It is intended to understand whether certification is considered a benefit in promoting the quality of services provided and in valuing the community vis-à-vis the institution, as well as other factors that may arise from the certification process.
This dissertation appears in the scope of the Master in Management of Organizations in the 3rd Sector and aims to understand the sustainability of the institutions of Tâmega and Sousa directly relating sustainability with the Quality Management Systems (QMS) in Private Institutions of Social Solidarity (IPSS). More and more, in today's society, institutions in the 3rd sector have a very active role in providing services in the social and health fields, so their success depends on the satisfaction of their customers in the face of the expectations they have for their services. Taking into account the proliferation of the third sector and the fact that many entities have already opted for certification, nets dissertation will analyze the benefits / constraints of the certification that the institutions of Tâmega and Sousa consider, as well as assess their sustainability of a QMS in the institutions of the Third Sector. The implementation of a quality management system represents an improvement in terms of the institution's functioning and essentially the service provided, as well as a reduction in costs and resources. It thus promotes its effectiveness and efficiency. The process of implementing a QMS requires a set of procedures, most of the institutions under study have not yet achieved certification, this being the last step and which certifies the quality of the institution. In this dissertation, information regarding certified and non-certified institutions will be gathered. It is intended to understand whether certification is considered a benefit in promoting the quality of services provided and in valuing the community vis-à-vis the institution, as well as other factors that may arise from the certification process.
Description
Dissertação de Mestrado das Organizações do 3º setor
Keywords
Terceiro Sector Instituições Privadas de Solidariedade Social Respostas Sociais Sistemas de Gestão da Qualidade Certificação Sustentabilidade
Citation
Publisher
Instituto Politécnico do Porto. Escola Superior de Tecnologia e Gestão