Qualidade percebida em relacionamentos com fornecedores: um estudo de caso do setor público

• Ano de defesa: 2014
• Autor(a) principal: Gabriel Lara Rodrigues
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Minas Gerais; UFMG
• Palavras-chave em Português: Acordo de nível de serviço; Gestão de fornecedores; Administração; Qualidade percebida de relacionamento; Gestão pública; Parceria público-privada; Empresas públicas; Administração pública; Setor público Controle de qualidade
• Link de acesso: http://hdl.handle.net/1843/BUBD-A5AGXL

The discussion about quality progressed in both public and private agendas in recent decades. Its evolution in the public sector is generally later than in private, occurring by the importation of proposals developments in this sector. The process of vertical disintegration of production broadened, in both sectors, the discussion about quality into the realm of relationship with suppliers. The links between buyers and supplier has now a greater focus, overcoming the strictly transactional view of production or service perspectives to encompass more dynamic paradigms such as relationships and networks. The present research sought, in light of the quality dimensions proposed by Holmlund (1997), to understand the perceived relationship quality between a public agency and its private providers in the facilities field, more specifically in reprographic and printing service contracts. In order to accomplish that, the indicators of the Service Level Agreement - SLA of existing contracts were first analyzed. Secondly, a survey on perceived quality of these services was applied. After that, the Critical Incident Technique was used to list the needs of customers and managers about the printing services. Finally, the results of the analysis of SLA indicators, the survey and the needs of clients were compared.