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A análise de sistemas da qualidade na avaliação do turismo no Algarve
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| 12.93 MB | Adobe PDF |
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Abstract(s)
O presente estudo resulta de uma reflexão sobre a integração do conceito da qualidade no contexto da gestão empresarial e, tendo como cenário O sector do turismo e as especificidades que caracterizam O processo de fornecimento e avaliação do produto turístico, procura analisar O estado da organização da qualidade num conjunto de empresas do sector na região do Algarve.
Neste sentido, e após a definição de um quadro conceptual de apoio à análise do tema, estabelecem-se as linhas mestras de implementação de programas de gestão da qualidade nas organizações e desenvolve-se um processo de argumentação teórica conducente à sustentação de que as estratégias de qualidade total, ao direccionarem as empresas para a satisfação das necessidades e expectativas dos consumidores, garantem não só a sobrevivência mas também o sucesso dos negócios num ambiente de competitividade e exigência crescentes.
Posteriormente, desenvolve-se a aplicação de um modelo de garantia da qualidade ao sector do turismo, identificando os sistemas de suporte da gestão da qualidade nas organizações e verificando O seu grau de conformidade com a norma internacional que lhe está subjacente. Com base na situação observada, e tendo em vista a natureza compósita do produto turístico e os efeitos de influência interactiva que os diversos actores e intervenientes causam na percepção e na avaliação da sua qualidade, procura-se estabelecer uma relação de causalidade indirecta entre a observação efectuada e a imagem da qualidade global do destino turístico.
Na parte final do trabalho são apresentadas as conclusões e algumas recomendações tendentes a facilitar a integração da qualidade na cultura das organizações do sector, de forma a garantir com sucesso O aumento da competitividade do produto turístico da região.
This study is the outcome of a thorough investigation and reflection upon the integration of the concept of quality in the business management context, in particular Within the tourist sector and the specific characteristics involved in the process of supply and evaluation of the tourist product. Its main purpose is to analyse the present state of quality organization in a sample of companies in the tourism sector based in the Algarve. Firstly, a conceptual framework to support the subject analysis is defined. Then the guidelines for the implementation of quality management procedures in organizations are established, along with the development of a theorical approach to the sustainability of total quality strategies which, by leading companies towards the Satisfaction of consumer needs and expectations, guarantees not only the survival but also the success of business within an ever increasing competitive environment. Subsequently the application of a quality model garantee to the tourism sector is developed, identif`ying the quality management support systems in organizations and verif`ying their accordance with the underlyíng international regulations. Based on the perceived situation and bearing in mind the composite nature of the tourist product and the interactive influence effects on the quality perception and evaluation caused by all the intervenients, the aim is to establish a relation of indirect causality between the observatíon and the tourist destination global quality image. Finally, the conclusions and some recommendations are presented, in order to facilitate the integration of quality in the tourist organization culture and to successfully improve the competitiveness of the region's tourist product.
This study is the outcome of a thorough investigation and reflection upon the integration of the concept of quality in the business management context, in particular Within the tourist sector and the specific characteristics involved in the process of supply and evaluation of the tourist product. Its main purpose is to analyse the present state of quality organization in a sample of companies in the tourism sector based in the Algarve. Firstly, a conceptual framework to support the subject analysis is defined. Then the guidelines for the implementation of quality management procedures in organizations are established, along with the development of a theorical approach to the sustainability of total quality strategies which, by leading companies towards the Satisfaction of consumer needs and expectations, guarantees not only the survival but also the success of business within an ever increasing competitive environment. Subsequently the application of a quality model garantee to the tourism sector is developed, identif`ying the quality management support systems in organizations and verif`ying their accordance with the underlyíng international regulations. Based on the perceived situation and bearing in mind the composite nature of the tourist product and the interactive influence effects on the quality perception and evaluation caused by all the intervenients, the aim is to establish a relation of indirect causality between the observatíon and the tourist destination global quality image. Finally, the conclusions and some recommendations are presented, in order to facilitate the integration of quality in the tourist organization culture and to successfully improve the competitiveness of the region's tourist product.
Description
Keywords
Qualidade total Produto turístico Competitividade Sistemas da qualidade Normas internacionais Satisfação dos consumidores