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Abstract(s)
A implementação e manutenção de um sistema de gestão da qualidade nas organizações permite
a standardização dos processos de forma a melhorar o desempenho das empresas, aumentar a sua
vantagem competitiva e a satisfação do cliente. Deste sistema, fazem parte as pessoas que o
aplicam e que são sujeitas às mudanças que este implementa. Estas pessoas, sejam os gestores de
topo, líderes intermédios ou os colaboradores, estão expostos a um background individual e
personalizado a cada um deles. Este background apresenta influências sociais, económicas e
culturais a que estes estiveram sujeitos ao longo da sua via. Ultimamente, esses fatores vão-se
refletir na sua vida profissional. Portanto coloca-se a questão: A implementação da norma ISO 9001
influencia e contribui para a sustentabilidade dos sistemas de gestão da qualidade quer na sua
implementação como manutenção? Pretendeu-se perceber como é que os colaboradores e
gestores de topo podem ter influência nesta sustentabilidade dos sistemas baseada na norma
através da análise das suas perspetivas sobre estes temas e de acordo com os fatores externos a
que estes estão sujeitos nas suas vidas.
Para realizar este trabalho, efetuou-se um inquérito a 100 participantes de 39 países europeus dos
setores industrial, de produção, dos transportes, distribuição e logística, e das áreas das ciências,
tecnologia, engenharia e matemática, que se encontravam atualmente em situação profissional
ativa. Optou-se por questões de caráter misto, tendo-se, no entanto, recorrido maioritariamente a
perguntas do tipo de escolha múltipla de Likert. No final, foram consideradas para análise 94
respostas. Relativamente à consistência interna do questionário este apresenta uma consistência
aceitável com um alfa de Chronbach de 0,78.
Realizaram-se testes de hipóteses utilizando o coeficiente de correlação de Spearman, que
concluíram que existe apenas relação entre variáveis como os rendimentos do agregado na
atualidade e práticas da qualidade sustentadas na norma ISO 9001 como a satisfação de cliente, a
avaliação de fornecedores e a melhoria contínua; e existe também relação entre variáveis como o
cargo ocupado pelos participantes nas suas empresas e práticas da qualidade sustentadas na norma
ISO 9001 como a gestão de não-conformidades e a melhoria contínua. Realizou-se também um
outro teste de hipóteses, segundo o teste de Kruskall-Wallis, para comprovar os resultados obtidos
nos testes de hipóteses anteriores e para lhes conferir maior validade. Nestes testes concluiu-se
que existe apenas relação entre variáveis como o país de residência atual dos participantes e
práticas da qualidade sustentadas na norma ISO 9001 como a melhoria contínua; e que existe
também relação entre variáveis como os rendimentos do agregado na atualidade e práticas da
qualidade sustentadas na norma ISO 9001 como a satisfação de cliente e a melhoria contínua. Nos
restantes grupos e noutras práticas estudadas para os grupos criados, não se conseguiu provar uma
associação forte o suficiente nesta amostra para demonstrar uma correlação entre as variáveis e
retirar conclusões concretas e confiáveis à cerca destas mesmas relações.
Resumindo, este estudo abordou a relação entre as influências dos colaboradores e das suas
perspetivas na sustentabilidade de um sistema de gestão de qualidade segundo a norma ISO 9001.
Os resultados demonstram que existem algumas associações que podem ser valiosas de serem
consideradas nas organizações aquando da implementação de um sistema de gestão da qualidade,
principalmente, na implementação de um sistema de gestão da qualidade segundo a norma ISO
9001, com vista à certificação.
The implementation and maintenance of a quality management system in organizations allows the standardization of processes in order to improve the performance of companies, increase their competitive advantage and customer satisfaction. This system includes the people who apply it and who are subject to the changes it implements. These people, whether top managers, middle leaders or employees, are exposed to an individual and personalized background for each one of them. This background presents social, economic and cultural influences to which they were subject along their path. Ultimately, these factors will be reflected in their professional life. So this poses the following question: Does the implementation of the ISO 9001 standard influence and contribute to the sustainability of quality management systems, both in their implementation and maintenance? The goal was to understand how employees and top managers can influence this sustainability of the systems based on the standard through the analysis of their perspectives on these topics and according to the external factors to which they are subject in their lives. To carry out this research, a survey was carried out among 100 participants from 39 European countries in the industrial, production, transport, distribution and logistics sectors, and in the areas of science, technology, engineering and mathematics, who were professional active at the moment of investigation. Questions of a mixed nature were chosen, however, mostly Likert multiple-choice type questions were used. In the end, 94 responses were considered for analysis. Regarding the internal consistency of the questionnaire, it presents acceptable consistency with a Chronbach's alpha of 0.78. Hypothesis tests were carried out using Spearman's correlation coefficient, which concluded that there is only a correlation between variables such as current household income and quality practices supported by the ISO 9001 standard such as client satisfaction, supplier evaluation and continuous improvement; and there is also a correlation between variables such as the position held by the participants in their companies and quality practices supported by the ISO 9001 standard, such as non-conformity management and continuous improvement. Another hypothesis test was also carried out, according to the Kruskall-Wallis test, to confirm the results obtained in previous hypothesis tests and to give them greater validity. In these tests it was concluded that there is only a correlation between variables such as the participants' current country of residence and quality practices supported by the ISO 9001 standard such as continuous improvement; and that there is also a correlation between variables such as current household income and quality practices supported by the ISO 9001 standard, such as client satisfaction and continuous improvement. In the remaining groups and in other practices studied for the groups created, it was not possible to prove a strong enough association in this sample to demonstrate a correlation between the variables and draw concrete and reliable conclusions about these same correlations. To sum up, this study addressed the correlation between the influences of employees and their perspectives on the sustainability of a quality management system according to the ISO 9001 standard. The results demonstrated that there are some associations that may be valuable to consider in organizations when implementing a quality management system, mainly in the implementation of a quality management system according to the ISO 9001 standard, with an aim to attain certification.
The implementation and maintenance of a quality management system in organizations allows the standardization of processes in order to improve the performance of companies, increase their competitive advantage and customer satisfaction. This system includes the people who apply it and who are subject to the changes it implements. These people, whether top managers, middle leaders or employees, are exposed to an individual and personalized background for each one of them. This background presents social, economic and cultural influences to which they were subject along their path. Ultimately, these factors will be reflected in their professional life. So this poses the following question: Does the implementation of the ISO 9001 standard influence and contribute to the sustainability of quality management systems, both in their implementation and maintenance? The goal was to understand how employees and top managers can influence this sustainability of the systems based on the standard through the analysis of their perspectives on these topics and according to the external factors to which they are subject in their lives. To carry out this research, a survey was carried out among 100 participants from 39 European countries in the industrial, production, transport, distribution and logistics sectors, and in the areas of science, technology, engineering and mathematics, who were professional active at the moment of investigation. Questions of a mixed nature were chosen, however, mostly Likert multiple-choice type questions were used. In the end, 94 responses were considered for analysis. Regarding the internal consistency of the questionnaire, it presents acceptable consistency with a Chronbach's alpha of 0.78. Hypothesis tests were carried out using Spearman's correlation coefficient, which concluded that there is only a correlation between variables such as current household income and quality practices supported by the ISO 9001 standard such as client satisfaction, supplier evaluation and continuous improvement; and there is also a correlation between variables such as the position held by the participants in their companies and quality practices supported by the ISO 9001 standard, such as non-conformity management and continuous improvement. Another hypothesis test was also carried out, according to the Kruskall-Wallis test, to confirm the results obtained in previous hypothesis tests and to give them greater validity. In these tests it was concluded that there is only a correlation between variables such as the participants' current country of residence and quality practices supported by the ISO 9001 standard such as continuous improvement; and that there is also a correlation between variables such as current household income and quality practices supported by the ISO 9001 standard, such as client satisfaction and continuous improvement. In the remaining groups and in other practices studied for the groups created, it was not possible to prove a strong enough association in this sample to demonstrate a correlation between the variables and draw concrete and reliable conclusions about these same correlations. To sum up, this study addressed the correlation between the influences of employees and their perspectives on the sustainability of a quality management system according to the ISO 9001 standard. The results demonstrated that there are some associations that may be valuable to consider in organizations when implementing a quality management system, mainly in the implementation of a quality management system according to the ISO 9001 standard, with an aim to attain certification.
Description
Keywords
Quality management Sustainability Socioeconomic Cultural Collaborator