Gestão da qualidade em organizações públicas : um estudo da implantação do método ordem na Secretaria Judicial

Abstract

This work aims to understand how the order management method has contributed to a quality in the service of the Secretariat of the Judicial District of Ribeirão Cascalheira. In order to clarify this problem, it is necessary to study the results of the management method, to analyze the importance of Quality Management in Public Organizations, presenting the main techniques of quality management, including the "5S", as well as analyze the method implemented in Order Judicial Department. The research is characterized as an applied nature, since it aims to generate knowledge for practical application targeted at solving specific problems. Involves management procedures and quality of life, with immediate effect. A qualitative approach, given to an interpretation of the phenomena of providing swift justice, consistent with social needs. The type of research is exploratory, since it aims to provide greater familiarity with the problem in order to make it explicit. But as demonstrated through words these claims, to confront the dialectic, "efficient and expeditious justice" without entering the realm of decisions made by judges, we sought a descriptive, endowed with procedures such as literature searches, interviews, survey field and observing the performance of routine, documentary and experimental. The results revealed the practice of some actions aimed at improving the quality of life of servers and how they feel about them. However, the results obtained from the survey helped to contact the deployment problem of process quality through 5S, being a process that mainly deals with human beings. Given the above, it follows then that the Order was valid method for improving the quality as well as the tool "5S", but it is necessary to improve them.