Luis Fonseca

ABOUT THE PRESENTATION
From Customer to Stakeholder Management Quality Managers perceptions of Sustainability and Social Responsibility concepts, motivations and impacts
We live in a world with increased mobility and access to information, with a range of global issues, like environmental protection, health improvement, and fight against poverty and economic and financial interdependence. A variety of stakeholders also demand that organizations act in a more transparent and responsible way with the aim of achieving simultaneously economic growth with social progress and equity and respect for the environment.
For the Quality Management movement this means that the customer is just one of the key stakeholders. It is a must to assure customer satisfaction for the sustainable success of the organization but this alone might not be enough to achieve this goal.
Quality Management has its foundations on 3 major pillars: the work of the Quality Gurus (developed during the 80´s namely by Crosby, Deming and Juran); the ISO 9000 international standards series; and the Excellence models where the US Malcolm Baldrige (late 1980) and the European EFQM model (beginning 1990) are the most spread, with a multi-stakeholder approach and organizational excellence as the key to sustainable success.
The purpose of this investigation was to research the perception of Portuguese quality managers concerning stakeholder orientation, sustainability and social responsibility and their influence on the sustainable success of organizations.
This work started with a systematic analysis of the theories supporting social responsibility and a conceptual model was proposed to explain the relationship between social responsibility and organizational sustainable success. The model was tested with exploratory interviews and a quantitative online self-administered survey of Portuguese managers, followed by consultations with Portuguese specialists from the business world and quantitative (descriptive statistics, principal component, regression and correlation analysis) and qualitative analysis of the results.
It was found that according to a large number of Portuguese quality managers:
- The economic, environmental and social dimensions are key to organizational sustainable success;
- Stakeholder satisfaction is significantly higher when a social responsibility program is present and it is relevant for the organizational sustainable success, as suggested by Freeman (1984) Stakeholder Theory and in line with ISO 9004:2009 and the Excellence Models approaches.
Additionally it was confirmed that issues like activities sectors, organizational nature and dimension and position held by the managers must be taken into account when investigating these issues.

ABOUT THE SPEAKER
Luis Fonseca is assistant Professor at ISEP-IPP, ISO 9001/14001 Lead auditor and EFQM - PEX-SPQ model assessor.
Broad background in global management, operational excellence and multicultural environments with knowledge of a wide range of industries and both public and private organizations as Practitioner (Vice-President of the international certification network IQNet, Managing Director/General Manager of APCER the leading Portuguese system certification body, Consultant and Trainer and Quality Manager and Engineer) and Professor (Management, Quality, Marketing).
Luis Fonseca holds a PHD in Management (ISCTE-Lisbon University Institute, 2012), an MBA from IEP/ESADE (1993), a specialization in Quality Engineering (UNL/ISQ, 1986) and a degree in Electrical Engineering from Porto University (1982).