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Abstract(s)
Nas últimas décadas, não só na Europa mas também em Portugal, temos assistido a uma crescente necessidade de modernizar e reformar o sector público burocrático no sentido de satisfazer as atuais necessidades dos cidadãos.
Resultado da mudança de paradigma que tem vindo a ocorrer nas administrações públicas europeias, os modelos de gestão da qualidade que foram inicialmente desenvolvidas para o setor privado têm sido progressivamente transferidos para o setor público.
Consequentemente, a Common Assessment Framework ou Estrutura Comum de Avaliação, que foi desenvolvida especificamente para a administração pública, começou a ser usada como uma ferramenta de autoavaliação das organizações públicas.
Neste contexto a Polícia de Segurança Pública, à semelhança de outras entidades públicas, tem vindo a desenvolver esforços significativos para integrar os princípios de qualidade nas unidades e serviços policiais e essa preocupação poderá ser uma forma de melhorar a sua eficácia, eficiência e satisfazer as necessidades das pessoas.
O nosso estudo procura dar resposta à seguinte pergunta: qual é o retorno para Polícia de Segurança Pública resultante da implementação de um sistema de gestão da qualidade?
Considerando os resultados obtidos pelos Comandos do Porto e Coimbra durante o processo de autoavaliação, este estudo visa também determinar os principais obstáculos e dificuldades que a PSP enfrenta durante a implementação de um Sistema de Gestão da Qualidade, bem como os benefícios e vantagens que podem ajudar a organização a alcançar resultados de excelência.
Uma das nossas conclusões é que a qualidade não deve ser tratada como um fim mas antes como uma maneira de alcançar a excelência, onde a liderança e a aprendizagem contínua desempenham um papel importante.
In the last decades not only in Europe but also in Portugal we have seen a growing need to modernize and reform the bureaucratic public sector, in order to meet the current needs of the citizens. As a result of a paradigm shift taking place in European public administrations, quality management models that have first been developed for the private sector have been progressively transferred to the public sector. Consequently, the Common Assessment Framework which was specifically designed for public administration began to be used as a self-assessment tool for public organizations. In this context, Portuguese Public Security Police (PSP), like other public entities, has been developing significant efforts to integrate the quality principles in their police units and services and such concern may be a way to improve efficacy, efficiency and to satisfy people’s needs. Our study seeks the answer for this question: which is the feedback to Portuguese Public Security Police resulting from the implementation of a quality management system? Considering the results achieved by Oporto and Coimbra police units during the self-assessment process, this study also attempts to determine the main obstacles and difficulties that PSP faces during the implementation of a Quality Management System and also the benefits and advantages that can help organization to achieve excellent results. One of our conclusions is that quality should not be treated as an end but as a way to achieve excellence where leadership and continuous learning play an important role.
In the last decades not only in Europe but also in Portugal we have seen a growing need to modernize and reform the bureaucratic public sector, in order to meet the current needs of the citizens. As a result of a paradigm shift taking place in European public administrations, quality management models that have first been developed for the private sector have been progressively transferred to the public sector. Consequently, the Common Assessment Framework which was specifically designed for public administration began to be used as a self-assessment tool for public organizations. In this context, Portuguese Public Security Police (PSP), like other public entities, has been developing significant efforts to integrate the quality principles in their police units and services and such concern may be a way to improve efficacy, efficiency and to satisfy people’s needs. Our study seeks the answer for this question: which is the feedback to Portuguese Public Security Police resulting from the implementation of a quality management system? Considering the results achieved by Oporto and Coimbra police units during the self-assessment process, this study also attempts to determine the main obstacles and difficulties that PSP faces during the implementation of a Quality Management System and also the benefits and advantages that can help organization to achieve excellent results. One of our conclusions is that quality should not be treated as an end but as a way to achieve excellence where leadership and continuous learning play an important role.
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Keywords
Qualidade Sistema de Gestão da Qualidade Modernização da Administração Pública Qualidade na Policia de Segurança Pública