GESTÃO DA QUALIDADE NO SETOR PÚBLICO: UM ESTUDO DE CASO NO IPAMB
Resumo
O mundo moderno vem sendo objeto de profundas e aceleradas transformações econômicas, políticas e sociais que tem levado instituições e governos mundiais a adotarem estratégias competitivas e por vezes criativas para construção e desenvolvimento da qualidade de seus produtos e serviços. O presente trabalho tem por finalidade precípua diagnosticar o atual status do Instituto de Previdência e Assistência do Município de Belém – IPAMB para a futura implantação de um Programa de Qualidade baseado na ISO 9000. Usando como metodologia a elaboração e aplicação de questionários pretende-se identificar os seguintes aspectos: Analisar o grau de aceitabilidade da implantação de um Programa da Qualidade, avaliar a credibilidade da implantação de um Programa da Qualidade, identificar a necessidade de Implantação do Programa de Qualidade. Além de um check –list utilizado como ferramenta cujo objetivo foi identificar os requisitos da qualidade de uma Organização Pública de acordo com as normas NBR 9000. Neste sentido a pesquisa mostrou que o IPAMB necessita da implantação de um programa de qualidade, pois de acordo com os dados levantados 91,14% de aceitação por parte dos funcionários, o que também reforça a ideia foi um índice de 69,62% do quadro funcional observou que implantação do programa de qualidade e com alguma urgência.
QUALITY MANAGEMENT IN PUBLIC SECTOR: A CASE STUDY IN IPAMB
Abstract
The modern world has been the object of profound and accelerated economic, political and social institutions and has led governments worldwide to adopt competitive strategies and sometimes creative ways to build and develop the quality of its products and services. This work has the main purpose of Diagnosing the current status of the Institute for Social Assistance and the City of Bethlehem - IPAMB for the future establishment of a quality program based on ISO 9000. Using the methodology as the design and implementation of questionnaires intended to identify the following: Analyze the acceptability of the implementation of a Quality Program, to assess the credibility of the implementation of a Quality Program, identify the need for deployment of Quality Program . In addition to a Check-List used as a tool aimed to identify the quality requirements of a Public Organization in accordance with NBR 9000. In this sense, research has shown that IPAMB requires the implementation of a program of quality according to the chart 1.5 with 91.14% acceptance by employees, which also reinforces the idea presented in Figure 1.8 where 69.62% of noted that the functional implementation of the program quality and with some urgency, which leads us to believe that the program will benefit the company and employees that consists of a general.
Keywords: Quality, public administration
QUALITY MANAGEMENT IN PUBLIC SECTOR: A CASE STUDY IN IPAMB
Abstract
The modern world has been the object of profound and accelerated economic, political and social institutions and has led governments worldwide to adopt competitive strategies and sometimes creative ways to build and develop the quality of its products and services. This work has the main purpose of Diagnosing the current status of the Institute for Social Assistance and the City of Bethlehem - IPAMB for the future establishment of a quality program based on ISO 9000. Using the methodology as the design and implementation of questionnaires intended to identify the following: Analyze the acceptability of the implementation of a Quality Program, to assess the credibility of the implementation of a Quality Program, identify the need for deployment of Quality Program . In addition to a Check-List used as a tool aimed to identify the quality requirements of a Public Organization in accordance with NBR 9000. In this sense, research has shown that IPAMB requires the implementation of a program of quality according to the chart 1.5 with 91.14% acceptance by employees, which also reinforces the idea presented in Figure 1.8 where 69.62% of noted that the functional implementation of the program quality and with some urgency, which leads us to believe that the program will benefit the company and employees that consists of a general.
Keywords: Quality, public administration
Este trabalho está licenciado sob uma Licença Creative Commons Attribution 3.0 .