Análise dos impactos da implantação do modelo de excelência da gestão nos resultados do Programa Paraibano da Qualidade

Abstract

Every day companies face challenges such as rising costs, decrease in profits, inefficiency in operations and processes, new legal requirements, constant pressure for price reduction, more innovation, quality and efficiency. At the strategic level, they still suffer to implement their strategies and plans. Against this backdrop of uncertainty and constant global changes, PPQ has an important role in helping Paraíba’s organizations in improving the management of their businesses becoming so more competitive and prepared to market changes. Thus, it's requires that PPQ has an increasingly improved management so it can fulfill its role in contributing to the development of Paraíba. The focus of this study is to identify whether the implementation of the Modelo de Excelência da Gestão® (MEG), the way is being made at PPQ, has contributed to the achievement of organizational goals. This is a case study, a survey of primary and secondary data, with a descriptive field research of qualitative and quantitative type. After bibliographical study on quality, competitiveness and about the MEG were made survey and analysis of information about the management practices and strategic indicators of PPQ and then it's were assessed by the MEG rules. As results, were described a set of suggestions to improve organizational performance practices, capabilities, and results, like standardize the construction, reporting and monitoring of action plans and also formalize the receiving process, analysis and feedback of customer complaints.