Espaço Qualidade
O Planeamento estratégico na óptica da Qualidade 2 SODQHDPHQWR HVWUDWpJLFR p R SURFHVVR DWUDYpV GR TXDO D JHV WmR GH WRSR FRP D FRODERUDomR GRV JHVWRUHV GH RXWURV QtYHLV GHIL QH SDUD XP GHWHUPLQDGR SHUtRGR DV LQWHQo}HV JOREDLV GD HPSUHVD RV VHXV REMHFWLYRV JHQpULFRV H DV IRUPDV GH RV DOFDQoDU 3UHWHQGH VH TXH HVWH SODQHDPHQWR UHVSRQGD D TXHVW}HV FRPR SRU H[HPSOR 4XDO R REMHFWLYR JOREDO GD HPSUHVD" 4XDLV VmR RV QHJyFLRV GD HPSUHVD" 'H TXH IRUPD VH GHYHP XWLOL]DU RV UHFXUVRV UHDLV GD HPSUHVD GH PRGR D DWLQJLU D VDWLVIDomR GR FOLHQWH" 4XH SURGXWRV PHUFDGRV SUHWHQGHPRV DWLQJLU" 4XH LPDJHP GD HPSUHVD GHYH VHU SURMHFWDGD SDUD R H[WHULRU" 4XH WLSR GH LGHLDV RX ILORVRILDV SUHWHQGH D HPSUHVD TXH RV VHXV PHPEURV SRVVXDP" 4XDLV RV JUDQGHV REMHFWLYRV SDUD R SHUtRGR GH DFWLYLGDGH GR ´SODQHDPHQWRµ"
Qualidade ,PSOHPHQWDomR H PDQXWHQomR GH XP VLVWHPD GH JHVWmR GD TXD OLGDGH DWUDYpV GD 13 (1 ,62
Informação 2SWLPL]DomR GRV PHLRV GH FRPXQLFDomR PHOKRUDQGR D VXD HIL FLrQFLD WDQWR DR QtYHO LQWHUQR FRPR H[WHUQR QRPHDGDPHQWH FRP FOLHQWHV IRUQHFHGRUHV H DPLJRV
Assim: A Missão 5HIOHFWH R TXH D RUJDQL]DomR SUHWHQGH VHU KRMH FRPR GHYH VHU HQWHQGLGD SHOR PHUFDGR KRMH H FRPR GHYH VHU HQWHQGLGD LQWHUQD PHQWH
A Visão
A MISSÃO $ 0LVVmR GHYH LGHQWLILFDU XPD 9LVmR FRUUHVSRQGHQWH D XP ´FH QiULRµ GHVHMiYHO SDUD D HPSUHVD H TXH FRQVWLWXL XP LGHDO XPD UH IHUrQFLD RULHQWDQGR RV FRPSRUWDPHQWRV H DV GHFLV}HV GRV FRODER UDGRUHV GHYHQGR PRWLYDU DV VXDV DFWXDo}HV $ 0LVVmR GLYXOJD SURSyVLWRV JOREDLV H SHUPDQHQWHV H[SUHVVD LQWHQo}HV IXQGDPHQWDLV DR PDLV DOWR QtYHO GD JHVWmR SURSRUFLR QDQGR OLQKDV GH RULHQWDomR SDUD R IXWXUR 'HYH VHU IRUPDOPHQWH H[SUHVVD VHUYLQGR GH JXLD SDUD WRGRV TXDQWRV WUDEDOKDP QD HPSUHVD $ 0LVVmR H[SUHVVD VH GH IRUPD TXDOLWDWLYD GH PRGR D GHL[DU FODUDPHQWH SHUFHSWtYHO FRPR VHUmR H[HFXWDGRV RV VHXV GLYHUVRV REMHFWLYRV p PXLWR LPSRUWDQWH D IRU PD FRPR p IHLWD D GLYXOJDomR H R FRUUHFWR HQWHQGLPHQWR GD ´PLV VmRµ QR LQWHULRU GD HPSUHVD
5HIOHFWH R TXH D RUJDQL]DomR TXHU DWLQJLU QR IXWXUR FRPR TXHU VHU HQWHQGLGD SHOR PHUFDGR DPDQKm
Clarificação da estratégia: 9LVmR ² RQGH D HPSUHVD VH LPDJLQD D PpGLR ORQJR SUD]R GHILQL omR GD YLVmR H GD PLVVmR GD HPSUHVD 2EMHFWLYRV HVWUDWpJLFRV ² GHFRUUHQWHV GDV OLQKDV HVWUDWpJL FDV REMHFWLYRV HVWUDWpJLFRV D DQRV 2EMHFWLYRV RSHUDFLRQDLV ² DOLQKDGRV FRP RV REMHFWLYRV HVWUDWp JLFRV REMHFWLYRV RSHUDFLRQDLV D DQR 2EMHFWLYRV GRV SURFHVVRV ² HVWDEHOHFLGRV QR VHQWLGR GH VH DWLQ JLU RV ´REMHFWLYRV GRV H SURFHVVRVµ
Exemplos Objectivos estratégicos;
METAS E OBJECTIVOS Satisfação dos clientes &RP YLVWD j VXD ILGHOL]DomR LUHPRV GH HQFRQWUR jV VXDV H[SHFWD WLYDV SURPRYHQGR XP HVStULWR GH FRQILDQoD P~WXD
Competividade &RQVROLGDomR H IRUWDOHFLPHQWR GD QRVVD SRVLomR QR PHUFDGR IRUQHFHQGR SURGXWRV VHUYLoRV GH TXDOLGDGH DR PHOKRU SUHoR
Motivação 3URPRYHU D SDUWLFLSDomR GH WRGRV RV FRODERUDGRUHV QR FXPSUL PHQWR GRV REMHFWLYRV GD RUJDQL]DomR DWUDYpV GD VXD IRUPDomR H YDORUL]DomR FRPR LQFHQWLYR DR WUDEDOKR HP HTXLSD
5HXQLmR FRP D DGPLQLVWUDomR FRP R REMHFWLYR GH GHILQLU D HV WUDWpJLD GR QHJyFLR D PpGLR SUD]R H DSUHVHQWi OD GH IRUPD D VHU HQWHQGLGD FRP R PHVPR VLJQLILFDGR SRU WRGRV RV QtYHLV GD HPSUH VD 3DUWLQGR GD 0LVVmR H 9LVmR GD HPSUHVD DJRUD GHWHUPLQDGRV GHILQHP VH DV PRWLYDo}HV SDUD R GHVHQYROYLPHQWR GR QHJyFLR $VVLP H HQWUH RXWUDV PRWLYDo}HV SRGHPRV FRQVLGHUDU 0HUFDGRV ² WpFQLFDV GH PDUNHWLQJ EHQFKPDUNLQJ HVWXGRV GH WHQGrQFLDV GH PHUFDGR 'H FOLHQWHV ² WUDWDPHQWR H JHVWmR GH UHFODPDo}HV DYDOLDomR GD VDWLVIDomR GH FOLHQWHV /HJDO ² FXPSULPHQWR GH UHTXLVLWRV OHJDLV H HVWDWXWiULRV 'D VRFLHGDGH ² DFFLRQLVWDV PHLR LQWHUQR KLJLHQH H VHJXUDQ oD PHLR HQYROYHQWH DPELHQWH
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