Análise dos stakeholders da Associação Paraibana da Qualidade com base no MEG e no Modelo de Saliência

Abstract

Organizations are constantly influenced by the characteristics of the internal and external environment. This environment is formed by individuals and groups of interests, classified as stakeholders, which can be defined as the ones that affect or are affected by the organization objectives. Therefore, considering the needs and expectations of stakeholders in strategy formulation and implementation, establishing relationship processes with everyone is extremely relevant in order to secure perpetuity of the organization that strives for management and performance excellence. However, the complexity referring to the stakeholders starts with its own concept. Thus, the purpose of this work is to identify the stakeholders of the Paraibana Association of Quality based on the Management Excellence Model (MEG) from the National Quality Foundation (2016) and classify them using the Salience Model developed by Mitchell, Agle, and Wood (1997), surveying their necessities and expectations. In order to achieve that, it is presented a literature review and models to identify and classify stakeholders, therefore, a descriptive and explanatory study. In general lines, it can be affirmed that the identification of stakeholders and the surveying of their needs and expectations, translated into performance requirements, allowed associating indicators able to demonstrate the fulfillment of these needs and expectations based on the results generated.