diagnóstico dos processos gerenciais para implementação de ... - UFF

ABSTRACT
The quality of an educational institution relies upon the organization and the
operation of the main processes as well as the support processes. The major
process of an educational institution is the teaching-learning process which, in order
to achieve its best, requires managerial support processes that meet the
requirements of quality-management concepts. This paper aims at elaborating a
diagnosis that can be used as a plan to bring improvements of the main processes of
the Tourism Department at UFF into effect. To carry out such project, documental
survey and interviews with representatives from the coordination and tourism
department have been utilized during data collection. During the diagnosis, several
opportunities for improvements have been identified. Such improvements would be
based upon excellence criteria. Those criteria are currently adopted by Prêmio
Qualidade Rio, and through those we were able to elaborate a table for each and
every excellence criterium, showing propositions for improving managerial processes
related to each criterium.
Key words: Quality. Excellence Criteria. Higher Education