A evolução do conceito de qualidade: dos bens manufacturados aos serviços de informação

Gomes, Paulo J. P. A evolução do conceito de qualidade: dos bens manufacturados aos serviços de informação. Cadernos BAD, 2004, vol. 2004, n. 2, pp. 6-18. [Journal article (Paginated)]


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English abstract

: The purpose of this article is to present the views of the leading quality theorists and to review the quality lexicon. The works of many quality "gurus", including Deming, Juran, Feigenbaum, Crosby, Taguchi and Ishikawa, are commonly known and talked about. Each of these theorists has added his part to the total quality management (TQM) whole, while developing specific individual quality concepts that may not always seem to be in agreement. At heart, all emphasize the basic tenets of what has come to be known as TQM: top management commitment, worker involvement and empowerment, management by data, and customer focus. The article ends with an overview of quality of service and in particular quality management for information managers.

Portuguese abstract

: Este artigo apresenta um conjunto de perspectivas teóricas sobre a qualidade e revê o léxico da qualidade. O trabalho de diversos gurus da qualidade, incluindo Deming, Juran, Feigenbaum, Crosby, Taguchi e Ishikawa, é amplamente conhecido e referido habitualmente na imprensa. Cada um destes gurus contribuiu para a teoria da qualidade através do desenvolvimento de conceitos e técnicas específicas, nem sempre em concordância com desenvolvimentos anteriores. No entanto, todos realçam um conjunto de elementos chave que se tornaram pilares da teoria da qualidade: envolvimento da gestão de topo, envolvimento e autonomia dos colaboradores, gestão baseada em factos, e ênfase no cliente. O artigo terminacom uma análise das especificidades da gestão da qualidade em serviços, particularmente em serviços de informação.

Item type: Journal article (Paginated)
Keywords: gestão da QUALIDADE; SERVIÇOS DE INFORMAÇÃO; léxico; perspectivas teóricas; Quality management; information services; terminology; theoretical perspectives
Subjects: F. Management. > FZ. None of these, but in this section.
Depositing user: Ana Paula Sequeiros
Date deposited: 18 Sep 2007
Last modified: 02 Oct 2014 12:09
URI: http://hdl.handle.net/10760/10401


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