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Proposta de implementação de um Sistema de Gestão da Qualidade na Abreu Online
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Abstract(s)
O presente projeto aplicado pretende apresentar as vantagens que uma empresa pode obter de um sistema de gestão baseado na qualidade e a sua fácil implementação com base no modelo EFQM. Neste projeto, a área de atividade da empresa de estudo, Abreu Online, é a venda de serviços e hotelaria via web. A velocidade do crescimento da internet e dos meios virtuais é notável, sendo a inovação e diferenciação fatores muito importantes para o sucesso e sobrevivência de uma empresa. A gestão por meio da qualidade proporciona um crescimento sustentável, a garantia do alcance da melhoria contínua e que a empresa segue práticas em função da qualidade e excelência. Para se averiguar a situação da empresa e o seu interesse sobre a implementação de um sistema de gestão da qualidade, foi feita uma análise aos interesses, objetivos e cultura da empresa bem como a avaliação da satisfação dos colaboradores e clientes. Para o estudo, foram realizadas entrevistas e inquéritos por questionário aos órgãos de gestão e aos funcionários da empresa, respetivamente, tendo sido recolhidos dados para responder às perguntas de investigação.
As entrevistas foram realizadas com o intuito de conhecer o método de decisão da gestão de topo e o seu interesse na gestão da qualidade. Para obter dados sobre a satisfação do trabalho na empresa foram efetuados inquéritos por questionário a todos os níveis de trabalhadores da empresa.
Através duma amostra de abordagem mista (qualitativa e quantitativa) foi possível ter uma visão credível e abrangente da correta exposição da melhor estratégia de gestão, com base na qualidade, a ser implementada. Após a análise dos dados recolhidos foi definida a linha de ação para a o desenvolvimento da estratégia de gestão da empresa, com a exposição de iniciativas a implementar para alcançar a excelência.
The present project aims to present the advantages that a company can obtain from a quality management system and its easy implementation based on the EFQM model. In this project the area of activity of the study company, Abreu Online, is the sale of services and hospitality through the web. The speed of growth of the internet and the virtual media is remarkable, with innovation and differentiation being very important factors for the success and survival of a company. Management through quality provides sustainable growth, ensuring the achievement of continuous improvement and that the company follows practices based on quality and excellence. In order to ascertain the company's situation and its interest in the implementation of a quality management system, an analysis was made of the interests, objectives and culture of the company as well as the evaluation of the satisfaction of employees and clients. For the study, interviews and questionnaire surveys were conducted to the employees and management bodies of the company to collect data to answer the research questions. The interviews were conducted with the purpose of knowing the method of decision of the top management and their interest in quality management, and to obtain data on job satisfaction and companies, questionnaires were carried out at all levels of the company. With the mixed sample it was possible to have a credible and comprehensive vision for the correct exposure of the best quality management model to be implemented. After analyzing the collected data, the line of action was defined for the implementation of the quality management model in the company, with the presentation of proposals and strategies to follow and thus achieve excellence
The present project aims to present the advantages that a company can obtain from a quality management system and its easy implementation based on the EFQM model. In this project the area of activity of the study company, Abreu Online, is the sale of services and hospitality through the web. The speed of growth of the internet and the virtual media is remarkable, with innovation and differentiation being very important factors for the success and survival of a company. Management through quality provides sustainable growth, ensuring the achievement of continuous improvement and that the company follows practices based on quality and excellence. In order to ascertain the company's situation and its interest in the implementation of a quality management system, an analysis was made of the interests, objectives and culture of the company as well as the evaluation of the satisfaction of employees and clients. For the study, interviews and questionnaire surveys were conducted to the employees and management bodies of the company to collect data to answer the research questions. The interviews were conducted with the purpose of knowing the method of decision of the top management and their interest in quality management, and to obtain data on job satisfaction and companies, questionnaires were carried out at all levels of the company. With the mixed sample it was possible to have a credible and comprehensive vision for the correct exposure of the best quality management model to be implemented. After analyzing the collected data, the line of action was defined for the implementation of the quality management model in the company, with the presentation of proposals and strategies to follow and thus achieve excellence
Description
Keywords
Sistema de gestão da qualidade Modelo EFQM Serviços Implementação Web Satisfação Excelência