universidade do estado do amazonas fundação getulio vargas

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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.
AFNOR CQT ESO EUA ISO UEA LISTA DE SIGLAS Associação Francesa de Normalização Controle de Qualidade Total Escola Superior de Ciências Sociais Estados Unidos da América International Organization for Standardization Universidade do Estado do Amazonas
Page 1 and 2: UNIVERSIDADE DO ESTADO DO AMAZONAS
Page 3 and 4: VALÉRIA LOPES MOREIRA A QUALIDADE
Page 5 and 6: UNIVERSIDADE DO ESTADO DO AMAZONAS
Page 7 and 8: AGRADECIMENTOS Este trabalho é rep
Page 9: RESUMO A qualidade do atendimento e
Page 13 and 14: Tabela 1 Tabela 2 Tabela 3 Tabela 4
Page 15 and 16: 3.1Unidade a Ser Pesquisada........
Page 17 and 18: Mas é necessário rever essa quest
Page 19 and 20: Os resultados obtidos por meio de p
Page 21 and 22: 1.4 RELEVÂNCIA DO ESTUDO A Univers
Page 23 and 24: 2.1 A QUALIDADE DO ATENDIMENTO 2. R
Page 25 and 26: Com todas as mudanças e avanços n
Page 27 and 28: Philip Crosby (1999, p. 26), ensino
Page 29 and 30: melhoria da qualidade sabem que o f
Page 31 and 32: A Qualidade, dentro do enfoque que
Page 33 and 34: topo das prioridades do gestor. Ele
Page 35 and 36: Aperfeiçoamento técnico e planeja
Page 37 and 38: atividade a qual ela pertence. A in
Page 39 and 40: Apresentação impecável: apresent
Page 41 and 42: Atitudes Proativas Ambas, atitude A
Page 43 and 44: muito importante para todos os prof
Page 45 and 46: A tarefa mais importante da institu
Page 47 and 48: 2.2 SERVIÇOS PRESTADOS Para esta d
Page 49 and 50: Casas, (1999, p.39) diz que "é imp
Page 51 and 52: expectativas do serviço esperado,
Page 53 and 54: O desperdício (somente com as perd
Page 55 and 56: a. Porque o planejamento permite qu
Page 57 and 58: objetivos a serem perseguidos por t
Page 59 and 60: 2.3.2 Organizar para atuar A Qualid
Page 61 and 62:
Uma Equipe de Qualidade é uma reun
Page 63 and 64:
Além disto, existe a necessidade d
Page 65 and 66:
efetuar ações corretivas, se for
Page 67 and 68:
O trabalho da comunidade escolar, c
Page 69 and 70:
preparar relatórios e informes sin
Page 71 and 72:
haverá satisfação do cliente se
Page 73 and 74:
O pessoal da área de marketing das
Page 75 and 76:
que o indivíduo se sinta novamente
Page 77 and 78:
inferiores do cliente é um pré-re
Page 79 and 80:
entabilidade nas organizações. Al
Page 81 and 82:
etirado da tabela de distribuição
Page 83 and 84:
4. RESULTADO DA PESQUISA QUANTITATI
Page 85 and 86:
4.3 ATENDIMENTO De acordo com a Tab
Page 87 and 88:
24% apontaram a eficiência no aten
Page 89 and 90:
Para Kotler (1992, p. 93), um clien
Page 91 and 92:
50% 40% 30% 20% 10% 0% Figura 9 fun
Page 93 and 94:
7 apresentação pessoal dos funcio
Page 95 and 96:
Diante desta situação percebeu-se
Page 97 and 98:
REFERÊNCIAS ALBRECHT, Karl. Revolu
Page 99 and 100:
APÊNDICE 98
Page 101 and 102:
SECRETARIA Você está satisfeito c
Page 103 and 104:
LABORATÓRIO DE INFORMÁTICA Você
Page 105 and 106:
Quanto às estruturas físicas do a
Page 107 and 108:
UNIVERSIDADE DO ESTADO DO AMAZONAS
Page 109 and 110:
ESTRUTURA DOS CURSOS IMPLANTADOS Co
Page 111 and 112:
A UEA chegou ao seu primeiro ano de
Page 113 and 114:
aluno pesquisar e fazer reservas e
Page 115 and 116:
Organizar com os responsáveis pelo
Page 117 and 118:
Recepcionar e atender com cortesia
Page 119 and 120:
Ter em mente que comportamentos e a
Page 121 and 122:
8. Prestar atendimento individualiz
Page 123:
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