A importância da qualidade no atendimento de orgãos públicos

Abstract

The quest for Excellence in quality of attendance has been increasing space within organizations. With modern management administration policies, organizations come to understand the importance of quality in service, both in the business environment, allocating attendance as a growth factor and achieving goals, as in the public sphere, seeking to consolidate the image of the institution before the service user. The present work has as general objective to evaluate the procedure of quality management referring to the services provided by the executive secretaries of the Federal University of Paraíba. As for the methodology, this is a quantitative research, where questionnaires were applied to ten executive secretaries, approaching issues related to their place of work. It is important to note that the gradual change from the traditional organization model to a managerial model has altered the reality of that professional, since he expanded his functions in the work routine, making him the executor of a vital function to build a successful administration. Thus, it is concluded that the lack of training of these professionals in the specific area merits deeper discussion, since they perform their functions on multiple fronts, acting not only in the operational role, but also in the managerial role.