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Impacte da certificação da qualidade ISO 9001 em educação vista pelos atores sociais: um estudo de caso numa Escola Básica
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Abstract(s)
Após a integração de Portugal na CEE em 1986 verifica-se no nosso país uma
europeização das políticas educativas, cumulativamente marcada pela influência da
OCDE. Estas políticas advogam uma ideologia de modernização, referenciando o mundo
da educação ao mundo empresarial. O discurso político passa pela defesa de políticas
educativas de mercado de livre escolha, pela introdução de rankings e pela gestão por
resultados e performance, entre outros. Face às exigências de garantia de qualidade
solicitadas pela comunidade, os agentes educativos têm recorrido a referenciais de gestão
de qualidade.
Com a presente investigação, no âmbito do Mestrado em Administração
Educacional, procurámos descrever e interpretar processos de gestão baseados nas
políticas neoliberais, averiguando o impacte da certificação da qualidade ISO 9001 numa
escola de ensino básico particular segundo a perceção dos stakeholders envolvidos. Para
tal realizámos uma investigação qualitativa utilizando como estratégia de pesquisa o
estudo de caso e como instrumentos de recolha de dados a análise documental e o
inquérito por entrevista.
Face aos objetivos de investigação definidos e às questões de investigação
formuladas, foi possível concluir que os principais obstáculos à aplicação de um sistema
de gestão da qualidade parecem relacionar-se com a burocratização dos processos e os
elevados custos financeiros associados. As principais motivações parecem estar
relacionadas com a forte concorrência do mercado no ensino privado, utilizando-se muitas
vezes a certificação como uma ferramenta de marketing. Os principais benefícios internos
resultantes da aplicação deste sistema revelaram significativas melhorias organizacionais
internas em áreas como a comunicação, a motivação dos colaboradores, a clarificação das
responsabilidades e obrigações destes e uma maior consciencialização geral para o
conceito de qualidade. Quanto aos benefícios externos, estes parecem estar associados a
aspetos relacionados com a promoção e melhoria de imagem, sendo os resultados dos
rankings publicitados como indicadores de qualidade. Uma gestão dinâmica, empenhada
e capaz de empenhar, motivar e manter essa motivação ao longo de todo o processo de
implementação, reunindo os recursos humanos em torno de objetivos comuns, parece
constituir-se como um fator crítico de sucesso primordial.
After Portugal’s integration into the EEC in 1986 there has been one Europeanization on the educative policies, cumulatively marked by the influence of the OECD. These policies advocate an ideology of modernization, referencing the education world to the business world. The political speech goes through the defense of free market choice in educative policies, the introduction of ranking and result-based management and performance, among others. Due to the quality requirements requested by the community, the educational agents have resorted to quality management benchmarks. With the current research, within the scope of the master’s degree in Educational Administration, we aim to describe and interpret the management processes based on the neo-liberal policies, ascertaining the impact of the ISO 9001 quality certification on a particular elementary school according to the perception of the involved stakeholders. To this end, we have conducted a qualitative investigation using as a research strategy the case study and as data collection tools the documental analysis and the interview survey. Given the research objectives defined and the investigation questions formulated, it was possible to conclude that the main obstacles to the appliance of a quality management system seem to relate with the process bureaucratization and the high financial costs associated. The main motivations seem to be related with the strong competition in the private education market, often using the certification as a marketing tool. The main internal benefits resulting from the appliance of this system revealed significant internal organizational improvements in areas such as communication, employee motivation, responsibility clarification and obligations and also a greater general awareness towards the quality concepts. As for the external benefits, they seem to be associated with aspects related to the promoting and improving of the image, being the ranking results advertised as quality indicators. A dynamic management, committed and able to commit, motivate and keep that motivation throughout all the implementation process, gathering the human resources around common goals, seems to constitute a critical success factor.
After Portugal’s integration into the EEC in 1986 there has been one Europeanization on the educative policies, cumulatively marked by the influence of the OECD. These policies advocate an ideology of modernization, referencing the education world to the business world. The political speech goes through the defense of free market choice in educative policies, the introduction of ranking and result-based management and performance, among others. Due to the quality requirements requested by the community, the educational agents have resorted to quality management benchmarks. With the current research, within the scope of the master’s degree in Educational Administration, we aim to describe and interpret the management processes based on the neo-liberal policies, ascertaining the impact of the ISO 9001 quality certification on a particular elementary school according to the perception of the involved stakeholders. To this end, we have conducted a qualitative investigation using as a research strategy the case study and as data collection tools the documental analysis and the interview survey. Given the research objectives defined and the investigation questions formulated, it was possible to conclude that the main obstacles to the appliance of a quality management system seem to relate with the process bureaucratization and the high financial costs associated. The main motivations seem to be related with the strong competition in the private education market, often using the certification as a marketing tool. The main internal benefits resulting from the appliance of this system revealed significant internal organizational improvements in areas such as communication, employee motivation, responsibility clarification and obligations and also a greater general awareness towards the quality concepts. As for the external benefits, they seem to be associated with aspects related to the promoting and improving of the image, being the ranking results advertised as quality indicators. A dynamic management, committed and able to commit, motivate and keep that motivation throughout all the implementation process, gathering the human resources around common goals, seems to constitute a critical success factor.
Description
Keywords
Políticas neoliberais Políticas Educativas Qualidade Gestão da qualidade Ensino básico Norma NP EN 9001:2008 Neoliberal policies Educational policies Quality Quality management Elementary education