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Abstract(s)
Nos últimos anos a qualidade tem sido vista, cada vez mais, como um factor estratégico de desenvolvimento empresarial. Apostar em medidas de qualidade apresenta-se amplamente vantajoso para todas as empresas que pretendam singrar num mercado cada vez mais competitivo, globalizado e em constante mutação. As medidas de qualidade são consideradas precursoras para uma melhor performance de uma empresa, sendo importante, deste modo, perceber quais os verdadeiros impactos da implementação de medidas de qualidade na performance organizacional de uma empresa. Para tal, desenvolveu-se um estudo de caso na empresa angolana do sector petrolífero Operatec, de modo a perceber quais foram os impactos das medidas de qualidade implementadas na performance organizacional da empresa. Seguindo uma metodologia qualitativa, foram aplicadas entrevistas a 10 colaboradores da Operatec de forma a analisar a sua percepção sobre o tema. Os resultados mostraram unanimidade sobre a influência positiva que as medidas de qualidade têm na performance operacional, verificando-se uma maior produtividade, rentabilidade, controlo e monitorização processual, adjuvado pela implementação da certificação ISO 9001: 2015, contribuindo para uma melhoria contínua da satisfação dos clientes. Conclui-se, então, que as medidas de qualidade têm um grande impacto na performance organizacional, contribuindo não só para a satisfação dos clientes como para a motivação dos colaboradores.
In recent years quality has increasingly been a strategic factor in business development. Betting on quality measures is widely advantageous for all companies that want to succeed in an increasingly competitive, globalized and constantly changing market. Quality measures are considered precursors for a better performance of a company, so it is important to realize what the real impacts of the implementation of quality measures in the organizational performance of a company are. For this purpose, a case study was developed in the Angolan oil company Operatec, to understand what the impacts of the quality measures were implemented on the company's organizational performance. Following a qualitative methodology, interviews were applied to 10 Operatec employees to analyse their perception on the subject. The results showed unanimity on the positive influence that quality measures have on operational performance, with increased productivity, profitability, control, and process monitoring, helped by the implementation of ISO 9001: 2015 certification, contributing to a continuous improvement in customer satisfaction. It can therefore be concluded that quality measures have a major impact on organizational performance, contributing not only to customer satisfaction but also to employee motivation.
In recent years quality has increasingly been a strategic factor in business development. Betting on quality measures is widely advantageous for all companies that want to succeed in an increasingly competitive, globalized and constantly changing market. Quality measures are considered precursors for a better performance of a company, so it is important to realize what the real impacts of the implementation of quality measures in the organizational performance of a company are. For this purpose, a case study was developed in the Angolan oil company Operatec, to understand what the impacts of the quality measures were implemented on the company's organizational performance. Following a qualitative methodology, interviews were applied to 10 Operatec employees to analyse their perception on the subject. The results showed unanimity on the positive influence that quality measures have on operational performance, with increased productivity, profitability, control, and process monitoring, helped by the implementation of ISO 9001: 2015 certification, contributing to a continuous improvement in customer satisfaction. It can therefore be concluded that quality measures have a major impact on organizational performance, contributing not only to customer satisfaction but also to employee motivation.
Description
Mestrado em Gestão e Empreendedorismo
Keywords
Qualidade Medidas de qualidade Performance organizacional Estudo de caso Quality Quality measures Organizational performance Case study
Citation
Armando, C. J. (2021). O impacto das práticas da gestão da qualidade na performance operacional: estudo de caso da empresa Operatec - Máquinas e Representações, Lda. (Dissertação de mestrado não publicada). Instituto Politécnico de Lisboa, Instituto Superior de Contabilidade e Administração de Lisboa. Disponível em http://hdl.handle.net/10400.21/13956