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Authors
Advisor(s)
Abstract(s)
O presente trabalho tem como objeto de estudo o modelo seguido pelo
Comando Metropolitano do Porto (COMETPOR), desde a elaboração do Manual
de Procedimentos até à implementação da CAF (Common Assessment
Framework).
O modelo CAF foi concebido como um instrumento de gestão da qualidade
especificamente adaptado para o setor público e inspirado no Modelo de
Excelência da Fundação Europeia para a Gestão da Qualidade (EFQM).
A Polícia de Segurança Pública (PSP) tem vindo, desde os anos 2000, a
dar sinais da intenção de implementar um sistema de gestão da qualidade. No
cumprimento deste desígnio, o COMETPOR, foi o primeiro comando, dentro da
estrutura da PSP, a decidir implementar a CAF em toda a sua estrutura.
Antecedente à implementação da CAF foi decidido elaborar o Manual de
Procedimentos (MP). A elaboração deste documento proporcionou o
envolvimento de um conjunto alargado de trabalhadores de todas as subunidades
e serviços e de todas as categorias.
Estes trabalhos proporcionaram o envolvimento de um conjunto alargado
de trabalhadores de todas as subunidades e serviços e de todas as categorias.
Simultaneamente, as atividades inerentes à elaboração do MP vieram a constituirse
como uma experiência muito enriquecedora e que contribuiu, de forma
decisiva, para criar as condições mais adequadas à primeira autoavaliação
segundo o modelo CAF.
O sucesso deste projeto foi reconhecido pela Direção Nacional que,
tomando o exemplo do percurso seguido pelo COMETPOR, decidiu replicá-lo a
nível nacional em todas a estrutura da PSP.
The present work studies the model followed by the Metropolitan Command of Porto of (COMETPOR), beginning with the elaboration of the Manual of Procedures until the implementation of the Common Assessment Framework (CAF). The CAF model was conceived as a quality management tool specifically customized for the public sector and inspired by the European Foundation for Quality Management (EFQM) Excellence Model. Since 2002, the Portuguese National Police (PSP) has shown signs of its intention to implement a quality management system. In compliance with this goal, COMETPOR was the first command, within the structure of the PSP, which decided to implement CAF throughout its structure. Prior to the implementation of CAF, it was decided to elaborate the Manual of Procedures (MP). The drafting of this document engagged a broad range of workers from all sub-units and services and from all professional police categories. This work shaped the involvement of a broad set of workers from all subunits and services and from all categories. At the same time, the activities inherent to the preparation of the MP were a very enriching experience and contributed decisively to create the most appropriate conditions for the first CAF self-assessment. The success of this project was recognized by the National Directorate, which, taking the example of the course followed by COMETPOR, decided to replicate it at national level in all the structure of the PSP.
The present work studies the model followed by the Metropolitan Command of Porto of (COMETPOR), beginning with the elaboration of the Manual of Procedures until the implementation of the Common Assessment Framework (CAF). The CAF model was conceived as a quality management tool specifically customized for the public sector and inspired by the European Foundation for Quality Management (EFQM) Excellence Model. Since 2002, the Portuguese National Police (PSP) has shown signs of its intention to implement a quality management system. In compliance with this goal, COMETPOR was the first command, within the structure of the PSP, which decided to implement CAF throughout its structure. Prior to the implementation of CAF, it was decided to elaborate the Manual of Procedures (MP). The drafting of this document engagged a broad range of workers from all sub-units and services and from all professional police categories. This work shaped the involvement of a broad set of workers from all subunits and services and from all categories. At the same time, the activities inherent to the preparation of the MP were a very enriching experience and contributed decisively to create the most appropriate conditions for the first CAF self-assessment. The success of this project was recognized by the National Directorate, which, taking the example of the course followed by COMETPOR, decided to replicate it at national level in all the structure of the PSP.
Description
Keywords
Manual de Procedimentos Qualidade Sistema de Gestão da Qualidade CAF Policia de Segurança Pública Comando Metropolitano do Porto