A padronização de processos em coordenações de cursos de graduação de uma universidade federal

Abstract

In the current scenario, where levels of demand arising from the development of society and institutional evaluation mechanisms exercise an increasing influence on higher education, the concern to offer a quality service needs to become a permanent effort. It is known that public institutions carry the stigma of its processes bureaucratisation, characterised by slowness in performing the activities and processes, generating a low level of satisfaction in the population with the services rendered, generally due to delays and poor quality. Within this context, noting the day-to-day organisation reality of an Undergraduate Programme Office from a Higher Education Public Institution, it was found that much information is lost in the transition from one administration to another due to a non-proper registration, which causes difficulties in knowledge management. Thus, the aim is to analyse, in this study, how the processes occur in Undergraduate Programme Offices and how they can be simplified and / or improved in order to ensure standardisation and increase its organisational effectiveness. The work clearly pointed the need for standardisation and the alignment of administrative and academic processes that are developed in Undergraduate Programme Offices, with a view to improving the quality of services provided by these organisational units. In this sense, it is presented as the result of the present work a manual of processes and routines for the Undergraduate Programme Offices for the Federal University of Santa Maria (Universidade Federal de Santa Maria) / RS (UFSM / RS).