Clima organizacional e qualidade nos serviços em uma instituição de ensino: um estudo de caso

• Ano de defesa: 2006
• Autor(a) principal: Pereira, Vladenice Maria Sonda
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Santa Maria; BR; Engenharia de Produção; UFSM; Programa de Pós-Graduação em Engenharia de Produção
• Palavras-chave em Português: Clima organizacional; Qualidade em serviços; Melhoria continua da qualidade; Organizational environment; Quality of services; Continuous improvement of quality; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: http://repositorio.ufsm.br/handle/1/8035

In the sector of teaching, the search for the satisfaction of clients became the need of survival in the competitive market. In this scenario in constant change, the service organizations, specially the education one, need continuous improvement in their processes. The study presents important structural indications to the general direction of the institution in study, referred to the practices related to the organization environment and offers suggestions to improve the quality of services done, having as reference the development of people by means of training and capacitation. The data were collected at College Centenario, Santa Maria RS, with a population of all teachers and employees of the different sectors. The conception used in the process of the development of the research had as a direction the adaptation of the criteria of programs such as Malcolm Baldrige and Gaúcho Program of Quality and Productivity (PGQP), aiming the continuous improvement. The analysis of the data was done according to the descriptive statistic, inferencial statistic. The results showed that the components analyzed, the organizational environment and the organizational culture are very important to constitute the institutional evaluation to identify problems aiming the implementation of actions that can improve the organizational environment and therefore the quality of services done.