Avaliação do nível de engajamento dos colaboradores sobre a implementação do sistema de gestão da qualidade em uma empresa funerária

Abstract

Quality management has become an essential competitive differentiator, even in the service sector, such as the funeral industry, where emotional factors directly influence customer perception. This study investigates the level of engagement among operational and commercial employees of a funeral service company in Pernambuco during the implementation of a Quality Management System (QMS), with a particular focus on Standard Operating Procedures (SOPs). The research was based on a field survey using a structured questionnaire grounded in the ABNT NBR ISO 9001:2015 standard, especially regarding employee awareness of the quality policy and objectives. The results highlight the importance of standardization and internal commitment for the effectiveness of the QMS, while also revealing gaps in understanding the system’s benefits. The study offers insights for improving the implementation process and underscores the need to strengthen an organizational culture focused on excellence in funeral services.