Análise da adequação do sistema de gestão da qualidade normalizado para o curso de engenharia de produção
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Data
2022-06-10
Autores
Silva, Leonardo de Sousa
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Editor
Universidade Estadual Paulista (Unesp)
Resumo
As instituições de ensino precisam direcionar seu foco, principalmente, no planejamento e tomada de decisões, para atender as necessidades dos seus clientes avaliando continuamente a sua qualidade, para identificar ações de melhoria necessárias à garantia da satisfação dos clientes e da sua própria sobrevivência. Para tanto, recomenda-se que a IES desenvolva e implante uma estratégia organizacional bem estruturada, levando em conta alunos, professores, colaboradores, infraestrutura e todos os aspectos relevantes para sua avaliação, com vistas a identificar seus pontos fortes e fracos. O objetivo geral do presente trabalho é avaliar a adequação do sistema de gestão da qualidade para o Ensino Superior, identificando quais são os fatores que impactam a eficácia desta abordagem neste setor e tem como objetivos específicos identificar os fatores que afetam o desenvolvimento do sistema de gestão normalizado no ensino superior e definir uma proposta para implantação do sistema de gestão da qualidade normalizado. Como procedimentos metodológicos foram utilizados a revisão bibliográfica e pesquisa qualitativa através do método da pesquisa-ação. Para se avaliar percepções e atitudes foram utilizados questionários denominados escalas ou instrumentos de medição. As perguntas foram elaboradas segundo os princípios para o Sistema de Gestão para Organizações Educacionais, garantindo a padronização e a comparação dos dados entre os entrevistados. Os dados foram tabulados, utilizando gráficos que apresentam o grau de percepção do respondente em relação a uma determinada pergunta. Com os dados obtidos, foram feitas considerações embasadas na ABNT NBR ISO 21001:2020. Foram propostas ações e aspectos relacionados aos seguintes princípios de gestão: Foco nos alunos e outros beneficiários; Liderança visionária; Engajamento das pessoas; Princípio de melhorias; decisões baseadas em evidências; Foco na gestão de relacionamento; Conduta ética na educação.
Educational institutions need to direct their focus, mainly, on planning and decision-making, to meet the needs of their customers, continuously evaluating their quality, to identify improvement actions necessary to guarantee customer satisfaction and their own survival. Therefore, it is recommended that the IES develop and implement a well-structured organizational strategy, considering students, professors, employees, infrastructure and all relevant aspects for its evaluation, in order to identify its strengths and weaknesses. The general objective of the present work is to evaluate the adequacy of the quality management system for Higher Education, identifying which are the factors that impact the effectiveness of this approach in this sector and its specific objectives are to identify the factors that affect the development of the management system. in higher education and define a proposal for the implementation of the standardized quality management system. As methodological procedures, the literature review and qualitative research through the action research method were used. To evaluate perceptions and attitudes, questionnaires called scales or measuring instruments were used. The questions were prepared according to the principles for the Management System for Educational Organizations, guaranteeing the standardization and comparison of data among the interviewees. The data were charted, using graphics that show the respondent's degree of perception in relation to a given question. With the data obtained, considerations were made based on ABNT NBR ISO 21001:2020. Actions and aspects related to the following management principles were proposed: Focus on students and other beneficiaries; Visionary leadership; People engagement; Principle of improvements; Evidence-based decisions; Focus on relationship management; Ethical conduct in education.
Educational institutions need to direct their focus, mainly, on planning and decision-making, to meet the needs of their customers, continuously evaluating their quality, to identify improvement actions necessary to guarantee customer satisfaction and their own survival. Therefore, it is recommended that the IES develop and implement a well-structured organizational strategy, considering students, professors, employees, infrastructure and all relevant aspects for its evaluation, in order to identify its strengths and weaknesses. The general objective of the present work is to evaluate the adequacy of the quality management system for Higher Education, identifying which are the factors that impact the effectiveness of this approach in this sector and its specific objectives are to identify the factors that affect the development of the management system. in higher education and define a proposal for the implementation of the standardized quality management system. As methodological procedures, the literature review and qualitative research through the action research method were used. To evaluate perceptions and attitudes, questionnaires called scales or measuring instruments were used. The questions were prepared according to the principles for the Management System for Educational Organizations, guaranteeing the standardization and comparison of data among the interviewees. The data were charted, using graphics that show the respondent's degree of perception in relation to a given question. With the data obtained, considerations were made based on ABNT NBR ISO 21001:2020. Actions and aspects related to the following management principles were proposed: Focus on students and other beneficiaries; Visionary leadership; People engagement; Principle of improvements; Evidence-based decisions; Focus on relationship management; Ethical conduct in education.
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Palavras-chave
Satisfação dos clientes, Sistema de gestão da qualidade, Qualidade para o ensino superior, Customer satisfaction, Quality Management System, Quality for higher education, Gestão da qualidade total, Controle de qualidade, Ensino superior, Planejamento educacional