Percorrer por autor "Maiuri, Marcella Paiva Navarro"
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- The perceptual dynamics of quality: the case of a chemical companyPublication . Maiuri, Marcella Paiva Navarro; Pimentel, LuísPurpose: The purpose of this paper is to assess the perception/perspective of quality by the employees in a chemical industry and what factors can affect this perception/perspective. Also, to examine what are the key success factors that assure a successful quality management implementation. An evaluation based on the Oakland Revised model. Methodology: This investigation covers one chemical industry in Portugal. It operates in the sector of production of surfactants for different purposes. A qualitative methodology was developed to conduct the research, supported on a case study. Data was collected from recorded interviews and from written documentation provided by the company. Findings: It is concluded that for the implementation of a quality culture within an organization not only the so-called formal aspects, such as rules and regulations, are sufficient. It is necessary that employees are imbued with the importance of quality culture, which is often done informally. In conclusion, formal and informal factors (just as conversations, manuals parallel to formal rules and the exchange of experiences) are crucial for the implementation of a successful quality culture. It was also concluded that the factors: (i) the age of the employee, how long they have worked in the company; (ii) the department they belong to, (iii) seniority in the job, affect the perception/perspective of quality. Research Implication: This work has theoretical implications by showing that in the process of implementing quality in an organization, standards, regulations, and manuals are not enough. However, the rather informal side of day-to-day business is also important. For example, employee involvement and training are crucial to building a quality culture in a company. This conclusion has practical implications for companies that have ISO standards and are concerned about improving their quality culture. Originality/Value: There is a gap in the literature regarding the perception/perspective of quality by employees in companies that have ISO standards. This paper surveys the factors that affect the perception/perspective of quality and what are the formal and informal factors that are necessary for an excellent implementation of a quality culture.