Gestão da qualidade: um estudo de caso na Secretaria de Obras do município de Lavras – MG

Abstract

The objective of this work was to understand the processes of the rendering of services of the works department of the municipality of Lavras-MG and, based on this, propose improvements that involve the quality of the flows. It was based on the premise that the agency plays a fundamental role for the urban infrastructure and the positive or negative result of the services rendered, as well as the quality in which they will be offered to the population, are directly linked to the planning and the management mechanisms used. For this, the research was based on the method of the case study, with nature classified as qualitative. Seeking the success of this purpose, the categories related to the theme of the study were first defined to enrich the theoretical knowledge; soon after, interviews were conducted to compose the data collection, with individuals that have a direct relationship with the services provided by the secretariat. As an exploratory technique, it was analyzed the data obtained in order to recognize the reality of the research organization and from this, it was possible to elaborate a conclusion about the factors that make unfeasible the management of services and propose the use of mechanisms that provide improvement to such. It is evaluated that the research allowed to offer to the managers of the secretariat a more theoretical and applied vision of the instruments that can be used to reach the excellence of the management and it is expected that, thus, they can offer the services with.