O controle e o gerenciamento da rotina de trabalho na busca pela qualidade em prestação de serviços

Abstract

The aim of this work is to present concepts and to discuss the importance of implementing work effective controls and routine management at Under-graduation Courses secretaries in Federal Universities, hastening the information input and output flux and attending more quickly and efficiently the users of these services solicitations. To achieve the proposed objectives, the study was developed through a bibliographic exploratory research which contextualized the focus on public administration and attempting to accentuate the relevance of the appliance of administrative processes management. We started with the notion of control and its importance in the routines development at an organization, demonstrating the actual legislation and the relationship between process, control and routine management to achieve better quality in service providing. The research found out that the appliance of internal controls represents a guarantee that the set of procedures applied to administrative processes will totally follow the established rules and norms and, that they will attain the required quality level in the clients’ necessities attendance. We also verified that the routine management is centered on work standardizing and it is only through this standardization that it will be possible to control errors and to promote adequate training to these people for a more efficient performance.