2016-10-142016-09-08COSTA, 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.http://repositorio.bc.ufg.br/tede/handle/tede/6387The 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.application/pdfAcesso AbertoEducational servicesQuality gapsOpportunity matrixAction planDecision-makingServiços educacionaisLacunas de qualidadeMatriz de oportunidadePlano de açãoTomada de decisãoADMINISTRACAODissertação