EXCELÊNCIA EM GESTÃO DA QUALIDADE EM UMA INSTITUIÇÃO FEDERAL DE ENSINO SUPERIOR: UM ESTUDO DE CASO NA UNIVERSIDADE FEDERAL DE SANTA MARIA / EXCELLENCY IN ADMINISTRATION OF QUALITY IN A HIGHER EDUCATIONAL INSTITUTION: A CASE STUDY IN SANTA MARIAS FEDERAL UNIVERSITY

AUTOR(ES)
DATA DE PUBLICAÇÃO

2006

RESUMO

With the markets globalization, the modern administration tools and the excellence prizes in administration that look for better results, decrease of public expenses and improvement of quality in services rendered to the citizen. This research analyzes the administration of Santa Marias Federal University (UFSM) with base in the criteria of evaluation of Program of Quality in the Public Service (PQSP). It is characterized as case study, an exploratory-descriptive research, with qualitative approach. The data collection happened through applied questionnaire under form of interviews, close to the leaders and people related in the six dimensions of the research: leadership, strategy and plans, citizens and society, information and knowledge, people and processes. It is evidenced, in the analysis, that UFSM exercises its leadership following a organizational structure. It uses, for the strategies formulation, the strategic planning methodology. It identifies their users as being: regular students and former-students, academical community, students family, schools, community and city halls of the area. The main operational and managerial information are in the System of Educational Information that gives support to the socket of decision. With base in the analysis, it was concluded that there is worriment in publishing the acting of the Institution to the society through reports and presentations in several public organisms. It is observed that great part of the processes is formed to assist to the specific legislation. The leadership is fundamental to determine the directions and the Institutes mission. It was verified that quality programs can be implemented in one institute or strategically in just a section, as pilot-program. We suggest: to form a group of studies on PQSP with views to the adaptation to the UFSM reality, spread on concepts of the quality administration, and compatibility with Ministry of Planning, Budget and Administration and Ministry of Education for the implementation of PQSP in Federal Institutions of higher education.

ASSUNTO(S)

gestão da qualidade em universidades quality program in the public service modelos de excelência em gestão programa da qualidade no serviço público quality administration in universities models of excellency in administration engenharia de producao

ACESSO AO ARTIGO

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