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Advisor(s)
Abstract(s)
No atual contexto organizacional, as pessoas são um fator imprescindível à sobrevivência das organizações. As suas capacidades, quando renovadas de acordo com as necessidades do mercado, permitem a construção de vantagem competitiva (Santos, 2016). Decorrente da complexidade do processo da formação profissional, torna-se claro que a implementação de sistemas de Gestão de Qualidade e a sua certificação, são fundamentais à satisfação do cliente e consequente sucesso organizacional. Assim, sendo o principal objetivo da formação dotar e aperfeiçoar as competências dos formandos com vista à melhoria da sua performance, importa analisar a satisfação dos formandos com os serviços prestados e, também, a sua opinião relativamente à utilidade da formação em contexto profissional.
A presente investigação recai na análise da Qualidade no Departamento de Formação da empresa Kmed Europa, uma pequena-média empresa do sector da Higiene, Segurança e Saúde no Trabalho que a partir de 2011 disponibilizou um serviço de formação profissional com área temáticas certificadas pela Direção-Geral das Relações do Emprego e do Trabalho.
Conclui-se que durante o período em análise a Kmed Europa cumpriu com os objetivos definidos referentes à Qualidade do serviço. Os formandos mostraram-se satisfeitos com as ações frequentadas, relevando Índices de Satisfação Global acima da meta, excetuando no ano de 2015 numa área de estudo. No que concerne à utilidade da formação foi também atingido o objetivo no ano em análise, tendo mais de 90% dos inquiridos considerado a mesma útil.
In the present organizational context, people are an essential factor for the survival of companies. Their capabilities, when renewed according to the needs of the market, are the key for the construction of competitive advantage (Santos. 2016). Due to the complexity of the training process, it becomes clear that the implementation of Quality Management instruments and their certification is fundamental to customer satisfaction and the consequent organizational success. Evaluating in an appropriate way has become the main criterion for assigning Quality to training (Henriques, 2017). Therefore, being the main propose of training to provide and improve skills to the trainees to increase their performance, it matters to analyze the satisfaction of the trainees with the provided services and also, their judgment about the utility of the actions for their professional context. This research focus on the analysis of the Quality in the training department of the Kmed Europa Company, a medium sized enterprise working in the Hygiene, Safety and Health sector, that since 2011 provides professional training services with thematic areas certified by Direção-Geral das Relações do Emprego e do Trabalho. This study concluded that during the period under review Kmed Europe fulfilled the defined quality goals. The trainees were satisfied with the actions they attended, revealing Global Satisfaction Index above the objective, except in the year 2015 in a study area. Regarding the usefulness of training, the goal was also met in the analyzed year, with more than 90% of the respondents considered the action useful.
In the present organizational context, people are an essential factor for the survival of companies. Their capabilities, when renewed according to the needs of the market, are the key for the construction of competitive advantage (Santos. 2016). Due to the complexity of the training process, it becomes clear that the implementation of Quality Management instruments and their certification is fundamental to customer satisfaction and the consequent organizational success. Evaluating in an appropriate way has become the main criterion for assigning Quality to training (Henriques, 2017). Therefore, being the main propose of training to provide and improve skills to the trainees to increase their performance, it matters to analyze the satisfaction of the trainees with the provided services and also, their judgment about the utility of the actions for their professional context. This research focus on the analysis of the Quality in the training department of the Kmed Europa Company, a medium sized enterprise working in the Hygiene, Safety and Health sector, that since 2011 provides professional training services with thematic areas certified by Direção-Geral das Relações do Emprego e do Trabalho. This study concluded that during the period under review Kmed Europe fulfilled the defined quality goals. The trainees were satisfied with the actions they attended, revealing Global Satisfaction Index above the objective, except in the year 2015 in a study area. Regarding the usefulness of training, the goal was also met in the analyzed year, with more than 90% of the respondents considered the action useful.
Description
Mestrado em Ciências Empresariais
Keywords
Qualidade Satisfação Formação Profissional Utilidade Quality Satisfaction Training Usefulness
Pedagogical Context
Citation
Rodrigues, Carolina Miranda de Oliveira Pinho (2017). "A atividade formativa da KMED Europa : satisfatória para os formandos e útil em contexto profissional?". Dissertação de Mestrado, Universidade de Lisboa. Instituto Superior de Economia e Gestão.
Publisher
Instituto Superior de Economia e Gestão