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Abstract(s)
A Qualidade é uma das principais preocupações da vida das Organizações públicas ou privadas e mais do que um conceito é uma filosofia de gestão. Características como a proatividade, o envolvimento dos colaboradores, o foco no cliente, a disponibilidade para a mudança são requisitos comuns aos Sistemas de Gestão de Qualidade em qualquer Organização.
O modelo Estrutura de Avaliação Comum (CAF) foi criado com o objetivo de introduzir na Administração Pública os princípios da Gestão da Qualidade Total (GQT).
A Qualidade dos serviços, em especial numa Organização como a Polícia de Segurança pública (PSP) é uma preocupação que já vem sendo evidenciada há alguns anos. A aplicação de um modelo de Gestão de Qualidade foi uma decisão Estratégica, pelo que, o principal objetivo deste estudo foi verificar, numa perspetiva teórica, de que forma o modelo CAF é um modelo bem-adaptado às características de uma Organização como a PSP e, de que forma os resultados obtidos com a autoavaliação podem orientar no caminho estratégico preconizado pela DNPSP.
Constatou-se que o modelo CAF é adequado à PSP, não obstante carecer de alguns ajustamentos, assim como, os resultados obtidos podem ser replicados por outras unidades policiais com o objetivo da Excelência.
Quality is one of the main concerns of public and private organizations and, more than a concept, it should be considered as a management philosophy. Features such as proactivity, employee engagement, customer focus, openness to change are common requirements for Quality Management Systems in any organization. The Common Assessment Framework (CAF) model was created with the aim of introducing the principles of Total Quality Management (TQM) into Public Administration. Service quality, especially in an organization such as the Public Security Police (PSP), is a concern that has been clear over the last years and the application of a quality management model was a strategic decision. The main goal of this study is to verify, from a theoretical framework, how well is the CAF model adapted to the characteristics of an organization such as PSP, and how the results obtained with the self-assessment can guide in the strategic guidelines recommended by the national direction. We came to the conclusion that the CAF model is adequate for the PSP, despite it is necessary some adjustments, as well as the results obtained can also be replicated in other police units with the objective of Excellence.
Quality is one of the main concerns of public and private organizations and, more than a concept, it should be considered as a management philosophy. Features such as proactivity, employee engagement, customer focus, openness to change are common requirements for Quality Management Systems in any organization. The Common Assessment Framework (CAF) model was created with the aim of introducing the principles of Total Quality Management (TQM) into Public Administration. Service quality, especially in an organization such as the Public Security Police (PSP), is a concern that has been clear over the last years and the application of a quality management model was a strategic decision. The main goal of this study is to verify, from a theoretical framework, how well is the CAF model adapted to the characteristics of an organization such as PSP, and how the results obtained with the self-assessment can guide in the strategic guidelines recommended by the national direction. We came to the conclusion that the CAF model is adequate for the PSP, despite it is necessary some adjustments, as well as the results obtained can also be replicated in other police units with the objective of Excellence.
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Keywords
Gestão da Qualidade Total (GQT) Estrutura Comum de Avaliação (CAF) Polícia de Segurança Pública (PSP)