A padronização de processos em coordenações de cursos de graduação de uma universidade federal

Detalhes bibliográficos
Ano de defesa: 2013
Autor(a) principal: Pôrto, José Leonir Cardoso
Orientador(a): Não Informado pela instituição
Banca de defesa: Não Informado pela instituição
Tipo de documento: Dissertação
Tipo de acesso: Acesso aberto
Idioma: por
Instituição de defesa: Universidade Federal de Santa Maria
BR
Administração
UFSM
Programa de Pós-Graduação em Administração
Programa de Pós-Graduação: Não Informado pela instituição
Departamento: Não Informado pela instituição
País: Não Informado pela instituição
Palavras-chave em Português:
Link de acesso: http://repositorio.ufsm.br/handle/1/4658
Resumo: In the current scenario, where levels of demand arising from the development of society and institutional evaluation mechanisms exercise an increasing influence on higher education, the concern to offer a quality service needs to become a permanent effort. It is known that public institutions carry the stigma of its processes bureaucratisation, characterised by slowness in performing the activities and processes, generating a low level of satisfaction in the population with the services rendered, generally due to delays and poor quality. Within this context, noting the day-to-day organisation reality of an Undergraduate Programme Office from a Higher Education Public Institution, it was found that much information is lost in the transition from one administration to another due to a non-proper registration, which causes difficulties in knowledge management. Thus, the aim is to analyse, in this study, how the processes occur in Undergraduate Programme Offices and how they can be simplified and / or improved in order to ensure standardisation and increase its organisational effectiveness. The work clearly pointed the need for standardisation and the alignment of administrative and academic processes that are developed in Undergraduate Programme Offices, with a view to improving the quality of services provided by these organisational units. In this sense, it is presented as the result of the present work a manual of processes and routines for the Undergraduate Programme Offices for the Federal University of Santa Maria (Universidade Federal de Santa Maria) / RS (UFSM / RS).