A participação dos servidores no processo de implantação da ISO 9001: o caso da Secretaria Judiciária das Varas da Fazenda Pública

Abstract

The objective is to perform an analysis on the participation of the Judicial Department of the Treasury of Forum Clovis Bevilaqua servers during the process of implementation of ISO 9001-2008 standard. Talks about the conceptual aspects Public Management, specifically on the concept and principles; on the bureaucratic and managerial and on the quality and excellence in public management models, highlighting the Model of Excellence in Management as well as the role of the public administrator. Talk about the ISO 9001 family, emphasizing the ISO 9001-2008, deployment steps and their benefits norm. It also presents the Judicial Department of the Treasury sticks, environment in which the research takes place, describing its structure and powers. This research is classified as descriptive and case study. For data collection, a questionnaire was given to the secretariat servers that were willing to cooperate with the research. Through data analysis it’s possible to understand that the servers in a majority of 80%, showed good participation and involvement in the implementation process, these have demonstrated knowledge of ISO 9001-2008 and its benefits. Such employees attended lectures, trainings, motivating the team and helped disseminate the necessary information. It was observed, however, that there’s a minority of 20% who have not yet realized the importance of implementation and presents resistance to change. Management has been engaged for the deployment to occur in the right way, through good planning, but it was clear that there must be a daily monitoring of activities, a constant feedback to clear up any doubts, overcome difficulties and challenges. There is also the need of the presentation by management of the progress achieved in the implementation process so that employees feel more secure and confident. The study was conducted in order to help with deployments of ISO 9001-2008 in other public administration bodies and encourage the achievement of future research for this topic.