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Advisor(s)
Abstract(s)
Este artigo condensa um conjunto de reflexões baseadas em factos relacionados com a
gestão da qualidade nas Instituições de Ensino Superior (IES). São identificados factores internos e
externos favoráveis à melhoria da qualidade dos serviços prestados por estas organizações, bem
como algumas das barreiras que se lhe opõem. Relativamente às abordagens da qualidade, nestas
organizações são consideradas: de um lado as que resultam da Supervisão do Estado e do outro as que
estão associadas a sistemas de natureza voluntária, designadas aqui por Abordagem Qualidade, em
que sobressai a Certificação baseada na norma ISO 9001 e os sistemas de Gestão pela Qualidade Total
(GQT) também designados de Excelência Organizacional. São identificadas algumas das insuficiências
dos modelos assentes na Supervisão do Estado e defendida a importância de atender ao
conjunto de “boas práticas” já existentes, ao invés de abordagens que tratam desta problemática
numa perspectiva ab initio, sem contemplar o conhecimento acumulado neste domínio da gestão das
organizações.
This article resumes a set of elements related to quality management, namely directed to applications in Higher Education Organizations. Some internal and external factors are identified as facilitators for quality improvements in the provided services by these organizations. In the offside some barriers are also characterized. It considers two types of quality management approaches: on one side those coming from governmental supervision models and on the other side the volunteers systems based namely in ISO 9001 standard and systems of total quality management, also designed as organizational excellence. In this article some of the insufficiencies of the governmental supervision models are identified, and the importance of accumulated experiences with “good practices” in quality management is fostered. Conceptions based on ab initio interpretations are questioned.
This article resumes a set of elements related to quality management, namely directed to applications in Higher Education Organizations. Some internal and external factors are identified as facilitators for quality improvements in the provided services by these organizations. In the offside some barriers are also characterized. It considers two types of quality management approaches: on one side those coming from governmental supervision models and on the other side the volunteers systems based namely in ISO 9001 standard and systems of total quality management, also designed as organizational excellence. In this article some of the insufficiencies of the governmental supervision models are identified, and the importance of accumulated experiences with “good practices” in quality management is fostered. Conceptions based on ab initio interpretations are questioned.
Description
Keywords
Gestão da qualidade Supervisão do estado Abordagem qualidade Quality management State control Quality approach
Citation
Comportamento Organizacional e Gestão, 10, 165-187
Publisher
Instituto Superior de Psicologia Aplicada