| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 2.64 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Nos anos 80, a temática da qualidade passou a integrar as preocupações do setor público e Portugal não ficou alheio, assumindo a mudança de paradigma de Administração burocrática e centralizada para uma Administração prestadora de serviços, descentralizada e norteada pelos princípios da qualidade total. Entre as várias abordagens, destacou-se a utilização da Common Assessment Framework (CAF), um modelo europeu apto para avaliar o desempenho organizacional, tendo como referência os princípios da excelência e focalizado na melhoria contínua. Além de ser gratuito, é específico para o setor público e está implementado nas Autarquias Locais Portuguesas. Nesse sentido, importou analisar os resultados obtidos pelos municípios Portugueses utilizadores da CAF e apurar de que forma tais resultados e impactos subsequentes interagem e determinam a melhoria da qualidade das organizações, tendo por escopo final colaborar para uma nova abordagem teórica desta temática.
Destarte, a questão de investigação a considerar foi: Qual o impacto da implementação da CAF na qualidade da prestação dos serviços públicos pelos municípios Portugueses?
Deste modo, os principais objetivos gerais basearam-se na verificação: da eficácia da implementação do CAF; do nível de integração do modelo CAF (nove Critérios do modelo e oito Princípios de Excelência); dos resultados alcançados e dos impactos percebidos através da implementação da CAF; e da contribuição do modelo CAF na perceção da melhoria global da qualidade alcançada.
A estratégia de investigação adotada tem subjacente um paradigma interpretativista, seguindo uma abordagem qualitativa através da realização de entrevistas semiestruturadas aos responsáveis pela qualidade nos municípios portugueses utilizadores da CAF (em 2018), adequadas para obter dados sobre a realidade da qualidade municipal.
Neste enquadramento, e depois de aquilatar os impactos alcançados pelos municípios Portugueses através da implementação da CAF e a melhoria da qualidade alcançada no universo em análise, confirmando-se os pressupostos teóricos, foi possível concretizar os sete objetivos previamente formulados e executar a questão de investigação inicialmente gizada, porquanto a implementação da CAF tem impacto na qualidade da prestação dos serviços públicos pelos municípios Portugueses.
In 1980´s, the theme of quality integrated the concerns of the public sector and Portugal didn’t remain alien, assuming a paradigm change: from bureaucratic and centralized administration to a service administration, decentralized and oriented to total quality. Among various approaches, the Common Assessment Framework (CAF) stood out. It is a European model that assesses organizational performance, with reference to the principles of excellence and focused on continuous improvement. In addition to being free, it is specific for the public sector and is implemented in Portuguese local authorities. It is important to reinstate CAF to analyze the results obtained by Portuguese municipalities CAF users at this level and find out how these results and subsequent impacts interact and determine quality enhancement of organizations, having for final scope to collaborate for a new theoretical approach of this theme. Accordingly, the research question was: What is the impact of CAF implementation on the quality of public services provision by Portuguese municipalities? The main general objectives are based on the verification of the following: the effectiveness of CAF implementation; the level of integration of the CAF model (nine criteria of the model and eight Principles of Excellence); the results achieved and the perceived impacts through the implementation of the CAF; and the contribution of the CAF model in the perception of the overall quality improvement achieved. The research strategy underlies a naturalistic paradigm, adopting a qualitative approach through semistructured interviews with those in charge for quality in the Portuguese municipalities CAF users (in 2018), adequated to obtain data on the reality of municipal quality. In this context, and after assessing the impacts achieved by the Portuguese Municipalities through the implementation of CAF and the improvement of the quality achieved in the universe of the sample under analysis, confirming the theoretical assumptions, it was possible to concretize the seven objectives previously formulated and to execute the initial research question, since the implementation of the CAF has an impact on the quality of the public services provision by the Portuguese municipalities.
In 1980´s, the theme of quality integrated the concerns of the public sector and Portugal didn’t remain alien, assuming a paradigm change: from bureaucratic and centralized administration to a service administration, decentralized and oriented to total quality. Among various approaches, the Common Assessment Framework (CAF) stood out. It is a European model that assesses organizational performance, with reference to the principles of excellence and focused on continuous improvement. In addition to being free, it is specific for the public sector and is implemented in Portuguese local authorities. It is important to reinstate CAF to analyze the results obtained by Portuguese municipalities CAF users at this level and find out how these results and subsequent impacts interact and determine quality enhancement of organizations, having for final scope to collaborate for a new theoretical approach of this theme. Accordingly, the research question was: What is the impact of CAF implementation on the quality of public services provision by Portuguese municipalities? The main general objectives are based on the verification of the following: the effectiveness of CAF implementation; the level of integration of the CAF model (nine criteria of the model and eight Principles of Excellence); the results achieved and the perceived impacts through the implementation of the CAF; and the contribution of the CAF model in the perception of the overall quality improvement achieved. The research strategy underlies a naturalistic paradigm, adopting a qualitative approach through semistructured interviews with those in charge for quality in the Portuguese municipalities CAF users (in 2018), adequated to obtain data on the reality of municipal quality. In this context, and after assessing the impacts achieved by the Portuguese Municipalities through the implementation of CAF and the improvement of the quality achieved in the universe of the sample under analysis, confirming the theoretical assumptions, it was possible to concretize the seven objectives previously formulated and to execute the initial research question, since the implementation of the CAF has an impact on the quality of the public services provision by the Portuguese municipalities.
Description
Keywords
Qualidade dos serviços públicos Common Assessment Framework Municípios Impacto