Habilidades sociais e o desempenho do sistema de gestão da qualidade ISSO 9001

Abstract

Quality is recognized as an essential component of competitiveness, and is currently seen as a necessity of organizations to the demands and dynamics of the market. Thus, the recognition that it is an effective strategic factor has forced companies to adopt strategies to manage it, being a strategy used for that purpose the implementation of a Quality Management System (QMS). Despite its strategic value, researches with Quality Management generally focuses its efforts on technical issues, leaving aside the human factor. The same occurs with scientific literature on the subject, which despite recognizing the importance of human resources, has a predominance of work involving technical tools. In order to fill the knowledge gap on how the human factor interferes in the quality results in organizations, the following presentation identified Social Skills (SS) as a little explored research field with high potential to generate gains, both of knowledge for the academy, as well as performance for organizations. Thus, the objective of the research is “To verify the relationship between Social Skills and the performance of the Quality Management System based on the ISO 9001 standard”. For this purpose, a multiple case study was carried out using 34 employees from 3 small-sized companies with QMS certified by ISO 9001, that produce high value-added. Data were collected on the organizations, as well as the SS of each employee (using the Inventário de Habilidades Sociais 2 Del Prette) and the performance of each in the QMS. Subsequently, the data were analyzed by statistical techniques in order to determine whether there was a relationship between the two types of variables collected. As a result, the ability to express positive feelings is correlated with the ability to generate motivation and satisfaction, effective communication and a lower number of conflicts generated. It was found that quality leaders in companies have similar behavior, with high scores in SS and performance. A possible dependency relationship between the relevance of SS and the maturity of the QMS was also identified. Thus, it is suggested for organizations similar to the objects of study, if there are needs to improve communication, motivation, satisfaction and reduce the number of conflicts, develop the SS of expression of positive feeling, through Social Skills Training. Other companies are recommended to study their maturity level, perform statistical tests to determine the impact of skills on the performance of the QMS, and subsequently invest in tools to improve the relevant HS repertoires in order to obtain gains in performance.