Desenvolvimento de recursos humanos e qualidade em serviços : o caso da Faculdade de Ciencias e Letras da UNESP - Campus de Araraquara

AUTOR(ES)
DATA DE PUBLICAÇÃO

2004

RESUMO

The present work has as main goal to identify the factors involved in the process of searching for a quality standard in services and the limits of action in this sense, while developed without the basis of a wide organization strategy. More specifically, by means of description and analysis of undertaken efforts at "Faculdade de Ciências e Letras da UNESP - Campus de Araraquara" to improve the performance level of its servants, we tried to identify the presence of factors that interfere to obtain a quality pattern from a theoretical reference that involves the concepts of quality and organizational strategies on service administration. A research was made in the range of implemented actions focused on promoting the development of servants that included the application of an evaluation system performance, besides a programme specifically designed to professional qualification. The research results can be synthesized in a group of positive and negative aspects. In the first case, the evaluation data from the different areas in the institution and the local organ of human resources showed a servant s turnover directed to professional qualification and an initiative organization refinement of work organization, among other factors. The negative aspects refer to poor orientation to users in search of a quality standard, indefinition of a desired quality standard, cultural questions that, however identified, weren t the goal of an objective intervention and other factors related to lack of human resources politics, that are displayed as empty spaces on the perspective of a system. At last, an outlook of some suggestions were presented to contribute to the "Faculdade de Ciências e Letras" in the formulation of a service administration system that range the permanent professional development of its technical-administrative personnel, due to obtain a quality standard

ASSUNTO(S)

gestão da qualidade total recursos humanos college teaching total quality management administração publica human resources pessoal - avaliação desempenho

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