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The COVID-19 pandemic required quick responses from the organizations, making it necessary for them to reinvent and rethink themselves. This reality was also evident in the higher education context, where the institutions had the need to assure the continuity of their activities remotely, without compro mising the quality of the provided services (the educational and the support ones). This was a major challenge for the institutions’ quality management systems (QMS), unusually designed to respond to rapid changes, especially in what concerns to an effective response to the students’ needs. In the case of the Polytechnic Institute of Setúbal, the institutional response resulted from an action plan based on two major principles—the use of the existing quality’s structure/instruments and its integrated reflec tion—in order to find improvement inputs to the system’s performance. The results evinced a globally positive response but also the need to adjust the QMS to better serve the academic community’s needs, particularly those of students.
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The COVID-19 pandemic required quick responses from the organizations, making it necessary for them to reinvent and rethink themselves. This reality was also evident in the higher education context, where the institutions had the need to assure the continuity of their activities remotely, without compro mising the quality of the provided services (the educational and the support ones). This was a major challenge for the institutions’ quality management systems (QMS), unusually designed to respond to rapid changes, especially in what concerns to an effective response to the students’ needs. In the case of the Polytechnic Institute of Setúbal, the institutional response resulted from an action plan based on two major principles—the use of the existing quality’s structure/instruments and its integrated reflec tion—in order to find improvement inputs to the system’s performance. The results evinced a globally positive response but also the need to adjust the QMS to better serve the academic community’s needs, particularly those of students.
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