Gestão pela Total Qualidade – Análise Crítica e Perspetiva
Gestão pela Total Qualidade - Análise Crítica e Perspetiva
Índice
O movimento da Gestão pela Qualidade Total, também designada Total Quality Management ou TQM, encontrou larga divulgação em meados dos anos 80, sendo considerada uma etapa avançada da evolução histórica da qualidade, assumindo uma natureza mais retórica e menos técnica. A TQM, desde então, tem despertado interesse junto da comunidade empresarial e científica. Porém, a literatura não conseguiu demonstrar consistentemente o significado de TQM e os elementos que a caracterizam. Os resultados ambíguos podem ser atribuídos à falta de consistência dos princípios em que se apoia.
O objetivo do estudo é analisar a trajetória da TQM e as suas diferentes definições ao longo do tempo, identificando os principais elementos que a compõem, sem adicionar novas definições à literatura existente. O artigo divide a evolução da TQM em quatro períodos: ascensão, declínio, estabilização e mudança geográfica.
A metodologia incluiu uma pesquisa de 195 publicações científicas entre 1989 e 2024 na base de dados SCOPUS, das quais foram analisados qualitativamente 36 estudos focados nas definições mais abrangentes de TQM.
Os principais resultados mostram que, embora não exista uma definição consensual, é possível identificar elementos comuns, como o foco nos colaboradores, através da formação, empowerment, reconhecimento, comunicação e trabalho em equipa, bem como o foco no cliente e na sua satisfação, nos resultados e nos processos, apoiado pela melhoria contínua e pela participação, envolvimento e compromisso de todos na organização, incluindo a liderança/Gestão de Topo. Além disso, observou-se uma crescente popularidade da TQM em países em desenvolvimento, enquanto nos países ocidentais o seu uso tem diminuído. O estudo reafirma a relevância da TQM, destacando a sua capacidade de adaptação a diferentes contextos organizacionais e culturais. Quanto ao futuro, a TQM deverá manter-se como uma abordagem central no movimento da qualidade, integrando dimensões emergentes, tais como integração de novas tecnologias e Indústria 4.0, sustentabilidade e responsabilidade social, inovação e flexibilidade organizacional, globalização e diversidade cultural, foco nas pessoas e na cultura organizacional.
Margarida Saraiva has received a PhD. from ISCTE Business School – Portugal in 2004. She is currently Associate Professor with Aggregation at the University of Évora – Management Department and a Researcher at BRU-Business Research Unit / Iscte-Instituto Universitário de Lisboa, Lisbon, Portugal. Her research interests are in the areas of quality and management.
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Margarida Saraiva
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Conceito de TQM; Definições de TQM; Elementos da TQM; Gestão pela Qualidade Total; Movimento da Qualidade; Perspetivas futuras, TQM
