Motivações, dificuldades e benefícios da implantação da ABNT NBR ISO 9001:2015 em organizações da administração pública direta: uma análise comparativa

Abstract

ISO 9001 certification comprises a set of quality assurance requirements aimed at ensuring an organization's ability to attend the requirements of its customers/users. Although it is widespread as a management tool, and the benefits of its application in private organizations are well known, the public sector has been less receptive to its deployment, with a small number of certified institutions. That said, the objective of this paper was to verify what are the motivations, difficulties and benefits the ISO 9001 certification brings to the public sector, besides identifying the similarities and divergences of this application with the private sector. Therefore, an exploratory and descriptive research was conducted, which through the literature review sought to understand the motivations, difficulties and benefits of implementing the standard in the private sector (to establish the comparison parameters), and field research, with the study of five public institutions of direct administration that implemented the tool. A qualitative analysis was performed, and the results of which also enabled the elaboration of comparative tables. The results showed great similarities in motivations and benefits between both sectors. Concerning the motivations, it was identified that mainly the search for the improvement of the quality of the service, the need of increase of the productivity/efficiency, the increase of the satisfaction of the client/citizen, the search for the improvement of the processes/procedures and the need of reducing the number of incidents, rejections and complaints are motivating factors. As benefits, all institutions pointed to increased citizen satisfaction, improved service quality, improved processes and procedures, productivity gains, and improved service delivery. It was also identified that there is divergence between most of the difficulties encountered during the certification process, and in this sense none of the difficulties showed significant similarities with the private sector. Still, according to the open questions it was noted that the tightening of the public sector administrative structure, the need for integration of these structures and the ability to adapt to changes were obstacles faced in the certification process. Finally, it is expected that further studies will be undertaken to deepen this problem.