Fatores críticos de sucesso na implantação do MEG ® em uma distribuidora de energia elétrica

Abstract

Because of the increasingly competitive organizational market, companies are looking for guidelines that help them better understand their processes and execute them with the highest possible quality. In order to guide these organizations, the National Quality Foundation has developed the National Brazilian Quality Award ® (PNQ), which has as its main requirement the Management Excellence Model ® (MEG). This model consists of eight Fundamentals of Management Excellence: systemic thinking, stakeholders commitment, organizational learning and innovation, adaptability, transformational leadership, sustainable development, process guidance and value generation. From this, the current study investigated the Critical Success Factors (CSF) of the implantation of the MEG ® in an electricity distribution company in the perception of its collaborators and managers. Based on the theoretical foundation around the quality management and the CSF, this study had a descriptive and exploratory research methodology and an online questionnaire with closed questions as data collect method. Based on the survey conducted with the employees and managers, ten sentences were highlighted as CSF, through a weighted average, being considered as important for the good development of the company: (1) The company develops succession plans among its employees; (2) The company promotes the development of employees through training, integration with the organizational culture and performance evaluation; (3) The company defines strategic indicators and deploys them to the lowest levels; (4) The company identifies organizations or individuals with common interests to cooperate with each other and influence the outcome of the strategies; (5) The company analyzes its strengths, weaknesses, opportunities and threats and correlates them with stakeholder needs and future market trends; (6) The company identifies improvement opportunities in its processes and products, implements these improvements and shares the gains from these improvements; (7) The company researches and defines stakeholder needs; (8) The company uses this information to improve its processes and products; (9) The company selects its suppliers in a sustainable way in order to obtain better services and products; and (10) The company promotes well-being, evaluation of organizational climate and improvement of quality of life.