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O SISTEMA DE GESTÃO DE QUALIDADE DE SERVIÇOS NAS AUTARQUIAS LOCAIS
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Abstract(s)
Nesta dissertação de mestrado, procurou-se fazer uma avaliação do sistema de gestão de
qualidade numa autarquia local, bem como são apresentados os procedimentos adotados para
a implementação de um sistema de gestão da qualidade, como parte integrante do modelo de
desenvolvimento local sustentável, numa autarquia local.
O estudo foi realizado segundo a metodologia de estudo de caso, com recurso a inquéritos
dirigidos aos gestores municipais e aos munícipes da autarquia de Mocuba, tendo como base
de sustentação os princípios da norma ISO e o sistema de gestão autárquica implementado em
Moçambique, em paralelo a este processo, procedeu-se a avaliação documental para
confrontar os resultados do inquérito realizado.
Os resultados mostraram haver um esforço em implementar um sistema de gestão da
qualidade por parte do conselho autárquico de Mocuba, embora ter-se provado a existência de
um sistema de gestão autárquica considerado empírico pois não segue as normas estabelecidas a nível internacional. No que respeita ao sistema de gestão da qualidade implementado
verificaram-se boas práticas que permitem a inclusão dos munícipes, garantindo uma maior
participação dos mesmos, o que garante uma maior satisfação no âmbito de prestação de
serviços. Neste sentido, a gestão da qualidade a nível da autarquia de Mocuba tem trazido
diversas mudanças na administração pública convencional, pois esta preocupa-se mais com o
bem-estar dos cidadãos, com vista a garantir a satisfação de suas exigências
In this master's dissertation, an evaluation of the quality management system in a local authority was sought, as well as the procedures adopted for the implementation of a quality management system, as an integral part of the sustainable local development model, are presented. local authority. The study was carried out according to the case study methodology, using surveys directed at municipal managers and citizens of the municipality of Mocuba, based on the principles of the ISO standard and the municipal management system implemented in Mozambique, in parallel. to this process, a documental evaluation was carried out to compare the results of the survey carried out. The results showed that there was an effort to implement a quality management system on the part of the municipal council of Mocuba, although the existence of a municipal management system considered empirical was proved, as it does not follow the norms established at international level. With regard to the implemented quality management system, good practices were verified that allow the inclusion of citizens, guaranteeing a greater participation of them, which guarantees greater satisfaction in the scope of service provision. In this sense, quality management at the level of the municipality of Mocuba has brought about several changes in conventional public administration, as this is more concerned with the well-being of citizens, with a view to guaranteeing the satisfaction of their demands
In this master's dissertation, an evaluation of the quality management system in a local authority was sought, as well as the procedures adopted for the implementation of a quality management system, as an integral part of the sustainable local development model, are presented. local authority. The study was carried out according to the case study methodology, using surveys directed at municipal managers and citizens of the municipality of Mocuba, based on the principles of the ISO standard and the municipal management system implemented in Mozambique, in parallel. to this process, a documental evaluation was carried out to compare the results of the survey carried out. The results showed that there was an effort to implement a quality management system on the part of the municipal council of Mocuba, although the existence of a municipal management system considered empirical was proved, as it does not follow the norms established at international level. With regard to the implemented quality management system, good practices were verified that allow the inclusion of citizens, guaranteeing a greater participation of them, which guarantees greater satisfaction in the scope of service provision. In this sense, quality management at the level of the municipality of Mocuba has brought about several changes in conventional public administration, as this is more concerned with the well-being of citizens, with a view to guaranteeing the satisfaction of their demands
Description
Keywords
Gestão Autárquica, Gestão da Qualidade, Satisfação, Serviços Municipal Management, Quality Management, Satisfaction, Services