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Publication
Gestão da Qualidade e Inovação como fatores diferenciadores e de mudança em organização de sucesso: O caso da empresa Create Business
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| 3.65 MB | Adobe PDF |
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Abstract(s)
Esta tese apresenta uma investigação relativa a um processo de mudança que ocorreu
na Create Business (CB), uma empresa que atua no mercado de distribuição de peças
para automóveis, com uma gestão inovadora e diferenciadora. A nível global, os
clientes estão cada vez mais exigentes na compra de um produto ou serviço, o que faz
com que as empresas estejam cada vez mais preocupadas em satisfazer as suas
necessidades dos seus clientes de forma a fidelizá-los. Neste sentido, e atendendo às
tendências que se identificaram em níveis envolventes da organização (nível
económico e nível do setor organizacional), este estudo analisa a forma como a CB se
transformou e como mudou o mercado através de um foco constante na inovação e na
gestão de qualidade, de modo a conseguir a satisfação do cliente. Adicionalmente, a
investigação analisa a maneira como a CB implementou a mudança divergente face
ao modelo tradicional de distribuição de peças, bem como a forma como o processo
de mudança se enraizou através de um processo de ação coletiva. Este estudo utilizou
uma abordagem qualitativa e de profundidade descritiva, com o principal objetivo de
entender os fatores da mudança da Create Business. A técnica utilizada como
instrumento para recolha de dados foi a entrevista semiestruturada, e desta forma
estudou-se o feedback de várias pessoas. O resultado da pesquisa revela que de facto a
gestão da qualidade e a inovação foram e são temas diferenciadores na mudança e
consequentemente uma melhoria contínua da CB.
This thesis presents an investigation about a process of change that took place in Create Business (CB), a company that operates in the automotive parts distribution market, with an innovative and differentiating management. At the global level, customers are increasingly demanding, when purchasing a product or service, which makes companies increasingly concerned about meeting their customers' needs in order to make them loyal. In this sense, and taking into account the trends that have been identified in organizational levels (economic level and level of the organizational sector), this study analyzes the way CB transformed itself and the market through a constant focus on innovation and management quality, in order to achieve customer satisfaction. In addition, this research examines how CB implemented the divergent change from the traditional model of parts distribution, as well as, how the process of change was rooted through a process of collective action. This study used a qualitative and descriptive depth approach, with the main objective of understanding the CB change’ factors. The technique used as instrument for data collection was the semi-structured interview, and in this way, the feedback of several people was studied. The research results reveal, that in fact, quality management and innovation were and are differentiating dimensions of the CB change and consequent continuous improvement.
This thesis presents an investigation about a process of change that took place in Create Business (CB), a company that operates in the automotive parts distribution market, with an innovative and differentiating management. At the global level, customers are increasingly demanding, when purchasing a product or service, which makes companies increasingly concerned about meeting their customers' needs in order to make them loyal. In this sense, and taking into account the trends that have been identified in organizational levels (economic level and level of the organizational sector), this study analyzes the way CB transformed itself and the market through a constant focus on innovation and management quality, in order to achieve customer satisfaction. In addition, this research examines how CB implemented the divergent change from the traditional model of parts distribution, as well as, how the process of change was rooted through a process of collective action. This study used a qualitative and descriptive depth approach, with the main objective of understanding the CB change’ factors. The technique used as instrument for data collection was the semi-structured interview, and in this way, the feedback of several people was studied. The research results reveal, that in fact, quality management and innovation were and are differentiating dimensions of the CB change and consequent continuous improvement.
Description
Keywords
Gestão da qualidade Inovação Mudança Melhoria contínua Satisfação do cliente Eficiência Envolvimento coletivo Atores da mudança Desempenho organizacional