Gestão de qualidade e excelência no atendimento: Arquivo Geral - UFPB

Abstract

This work examines the quality of service in public management, especially in the General Files of Universidad Federal da Paraiba (UFPB). It responds to the question: Why should one have a service excellence in the General Files of UFPB? Methodologically, it relies on a field research with users of the Archive, observing and analyzing the attendance of the services offered. The results show the different types of users, their expectations and perceptions, as well as investigating issues related to quality as: courtesy, responsiveness, quality, friendliness, promptness, education, interaction, quality, delivery in the deadlines shown in the document search. On the other hand, the visual aspects, the contact and the quality of information had a regular satisfaction. The online service is a point of dissatisfaction. Among the suggestions, were pointed the use of technology in online service; improvements at site, at climate, at material, and at furniture. It is concluded that the aspects analyzed for the quality in the General Files aims at the user satisfaction with efficiency and effectiveness.