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Fatores Críticos de Sucesso para a Qualidade Total: estudo de caso H3D
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Abstract(s)
O presente trabalho insere-se no Mestrado de Gestão e Estratégia Empresarial e tem como objetivo primordial propor um sistema de gestão da qualidade, sustentado nas práticas a implementar de forma a potencializar os Critical Success Factors (CSF) de uma organização, especificamente na H3D, onde foi desenvolvido um case study.
A rápida alteração nos mercados e nas necessidades dos consumidores, tem sido uma constante preocupação para as empresas e neste âmbito surgiu a qualidade, como resposta. A gestão da qualidade nas organizações, apresenta-se como um CSF, assim como as suas práticas. A qualidade, desde que bem gerida, proporciona uma vantagem competitiva, melhorando os CSF das empresas. Neste sentido, tornou-se emergente, a necessidade da implementação da qualidade, em todos os aspetos organizacionais da empresa e, como tal, surgiu naturalmente a questão de partida, a que o presente trabalho pretende dar resposta: “Será que a H3D pode implementar um sistema de gestão da qualidade?”.
Para o efeito, foram utilizadas as entrevistas e observação direta, como técnicas de recolha de dados, e complementarmente o acesso a dados fornecidos pela organização. Foi então escolhida uma abordagem qualitativa.
Após análise das práticas existentes na literatura e as práticas desenvolvidas na H3D, é importante referir que a empresa aplica a qualidade como algo intuitivo e simples, pelo que se recomenda a aplicação das propostas de melhoria como forma de melhorar o desempenho. A aplicação das mesmas, ajudará a implementar uma cultura organizacional focada na qualidade, assim como todas as práticas e CSF.
The present work is part of the Master in Management and Business Strategy and its primary purpose is to propound a quality management system, based on practices to be implemented to enhance the Critical Success Factors (CSF) of an organization, specifically in H3D, where this case study was developed. The fast changes in markets and consumer needs has been a constant concern for companies, and quality has emerged as a response. The quality management in organizations presents itself as a CSF, as well as its practices. Quality, while well-managed, provides a competitive advantage by improving corporate’s CSF. In this context, the necessity to implement quality became urgent in all aspects of the organization, as such, the question of departure, to which the present paper aims to answer, has naturally arisen: "Can H3D implement a quality management system?". For this purpose, were used interviews and direct observation as data collection techniques, and complementary access to data was provided by the organization. Was then chosen a qulitative purpose. After analyzing the existing practices in the literature and the practices developed in H3D, it is important to mention that the company applies quality as something intuitive and simple, so it is recommended to apply the improvement suggestions as a way to improve performance. Applying them will help implement an organizational culture focused on quality, as well as all practices and CSF.
The present work is part of the Master in Management and Business Strategy and its primary purpose is to propound a quality management system, based on practices to be implemented to enhance the Critical Success Factors (CSF) of an organization, specifically in H3D, where this case study was developed. The fast changes in markets and consumer needs has been a constant concern for companies, and quality has emerged as a response. The quality management in organizations presents itself as a CSF, as well as its practices. Quality, while well-managed, provides a competitive advantage by improving corporate’s CSF. In this context, the necessity to implement quality became urgent in all aspects of the organization, as such, the question of departure, to which the present paper aims to answer, has naturally arisen: "Can H3D implement a quality management system?". For this purpose, were used interviews and direct observation as data collection techniques, and complementary access to data was provided by the organization. Was then chosen a qulitative purpose. After analyzing the existing practices in the literature and the practices developed in H3D, it is important to mention that the company applies quality as something intuitive and simple, so it is recommended to apply the improvement suggestions as a way to improve performance. Applying them will help implement an organizational culture focused on quality, as well as all practices and CSF.
Description
Keywords
Case Study Critical Success Factors H3D Gestão da Qualidade Sistema de Gestão da Qualidade