Um Estudo sobre a implementação de um programa de gestão da qualidade no serviço público: caso Qualifor – Programa de Melhoria da Qualidade de Obras Públicas da Prefeitura de Fortaleza

Abstract

The major challenge faced by the Public Administration is related to the introduction of a value conception for both citizens and firms, mainly because of the increasing budgetary constraints and challenging demands from the society. In this context, the quality of public services has become a key issue for the governments of the most developed countries and in underdeveloped such as Brazil. This investigation aims to reach an understanding on how public service quality is developed in City Hall of Fortaleza, describing an implementation model process, developing a critical avaliation by implementation, indentifying the reasons that a City Hall adopted a quality program, analysing critical point that may affect the implementation and recommending actions to remove difficulties found in this process. In a major target, this work it attempts to identify how the interaction process develops, how citizen-client's perceptions are formed and what is the impact of the public service to the society. Therefore, an investigation about the realized problems in implementation process by a quality system on public administration was developed. Once, given the nature of the research problem, investigation followed a case-study methodology. It has been selected the case-study of Regional Executive Departments and Habitation Development Foundation of Fortaleza through a mainly qualitative approach. In terms of conclusions, this study allows to understand previously identified difficulties at the implementation process of a quality program.