Análise da gestão na qualidade da prestação dos serviços da subprefeitura: um estudo de caso na Universidade Federal de Campina Grande.

Abstract

The present study aims to analyze the managerial indicators of the Subprefecture of the Center for Teachers Training (CFP), Cajazeiras Campus, of the Federal University of Campina Grande (UFCG) - Paraíba, outlining an action plan for quality improvements in provision of services by means of the following specific objectives: to contextualize the evolution of the Brazilian public management, emphasizing the managerial management; to measure the level of quality of services provided by the Subprefecture of the CFP/UFCG based on satisfaction survey with the claimants and service providers; to point out deficiencies and limitations in the provision of services; and to implement a suggested improvement plan formulated based on the data collected and by bibliographic reference. In order to attain the proposed objectives, a satisfaction survey was conducted using a semi-structured questionnaire applied among the service claimants of the sector. This research is classified as descriptive, exploratory and case study with qualitative and quantitative approach. The results indicate a high degree of satisfaction with the services offered by the Subprefecture of CFP; however, it were identified six points of improvement: Customer Service, access to information, physical space, qualification of technicians, quality of services and response time, evidencing the need to elaborate a plan of action to obtain the maximum efficiency in the provision of services. The conclusion of the study evidences the possibility of improvements in the provision of the services by means of the elaboration of a realistic action plan, with high possibility of implantation and having as main objective to realize the necessary improvements in the critical points identified by the users, thus seeking the increase of the efficiency in management and greater satisfaction to the applicants and effectiveness in the provision of services.