universidade do estado do amazonas fundação getulio vargas

ABSTRACT
The theme of this dissertation is the quality in assistance and services rendered: a study on
the satisfaction of the students from the Social Studies school. In a school, leader are supposed to
always believe that the best form of attaining success derives from their performance in decentralizing
activities, do away with barriers and help in the front line. This is the participative management.
Students satisfaction is the goal. When the whole school community feels emotionally involved,
success is assured, since all the educational segments are supposed to get together for achieving
school success. When investment is made in the continued education of the school staff, such as the
establishing a teaching of quality is sedimented. To have a school of quality in assistance and services
rendered and, thereafter, to obtain favorable results, it is necessary for everyone to be aware of their
roles, which is only possible through a cooperative effort on the part of the people forming the
institution, with a commitment of the whole team: teaching, technical and administrative staff, as well
as its external and internal clients, with values of excellence and relevance, which ought to be present
in the whole of the educational effort. The four fundamental dimensions for a program of quality are:
Planning to change; organizing to act; Acting to transform; Assessing to improve. In planning the
institution establishes its objectives. In organizing it defines the structure for a more flexible action. In
acting what has been established is implemented. In assessing it constantly improves the program of
quality. To look for the students quality and satisfaction is the virtue of persistence is the doing right
from the word go. To have a zeal and care in everything one does e for whom it is intended to, since to
achieve the maximum in result with the least effort, reaching goal, objectives and finalities are
everything the target population wishes.
Keywords:
quality; assistance; services; satisfaction.