Ordenamento das prioridades de tomada de decisão sob a ótica do atendimento às expectativas institucionais internas: aplicação em um instituto federal
Nenhuma Miniatura disponível
Data
2016-09-08
Autores
Título da Revista
ISSN da Revista
Título de Volume
Editor
Universidade Federal de Goiás
Resumo
The constant improvement of business services depends on its ability to analyze perceived
quality’s most influential aspects for customer as well as for other business process’ parties. It is no
different in higher education institutions, since its importance to society – high quality education
can improve a country’s labor relations, technological capacity, production, and employment
levels. This study intends to propose a service’s quality management analysis tool for academic
internal stakeholders, in a higher education basis, of a Federal Education Institute. The chosen
academic internal stakeholders were: Undergraduate students, Administrative staff, Teachers and
Management Group. This paper analyzed the main quality assessment models - including
Cameron’s (1978), SINAES, and Parasuraman Zeithaml, Berry’s (1985) - where the research’s
variables and quality indicators were extracted from. Then, basing on Zeithaml, Parasuraman and
Berry’s (1990) Quality’s Gap and Slack’s (1994) Opportunity Matrix models, the stakeholder’s
attributes of importance and performance were compared. Thus, the results from the research
presented Adequate, Improvement, and Immediate Action attributes in the Opportunity Matrix.
Lastly, the research focused on the Immediate Action attributes – Accessibility for people with
disabilities; Access to computer equipment, internet and Wi Fi; Life quality; Staff training;
Cooperative environment; Students’ Moral; Problem solving ability; Availability of an efficient
virtual system; Intermediation with the labor market; Fluidity of interdepartmental communication;
Punctuality of Students; Use of talent and expertise; communication flow with the Management
Group; Management plan compliance; Flexibility in assembling the curriculum – to propose an
action plan based on BSC methodology that shows intervention initiatives for the Institute
researched.
Descrição
Citação
COSTA, W. S. Ordenamento das prioridades de tomada de decisão sob a ótica do atendimento às expectativas institucionais internas: aplicação em um instituto federal. 2016. 120 f. Dissertação (Mestrado em Administração Pública em Rede Nacional) - Universidade Federal de Goiás, Goiânia, 2016.