Utilização dos conceitos de gestão de qualidade em atividades de Contas a Receber de uma Instituição de Ensino Superior

• Ano de defesa: 2019
• Autor(a) principal: Linczuk, Alex Shigueo
• Orientador(a): Mendonça Neto, Octavio Ribeiro de
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Presbiteriana Mackenzie
• Palavras-chave em Português: gestão de qualidade; contas a receber; instituição de ensino superior; gerenciamento; processos
• Área do conhecimento CNPq: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::CIENCIAS CONTABEIS
• Link de acesso: http://dspace.mackenzie.br/handle/10899/26398

The management of a Higher Education Institution is not limited to its students alone. To provide a service in order to serve its customers, it is necessary to seek for improvements in the way it manages its activities. Through the management control it is possible to improve the activities of the organization, optimize time and resources to ensure its continuity. One of the tools of management control is the Quality Management. This type of management aims to ensure that a product or service meets the expectations of both internal customers and external customers. The main objective of this work is to propose Quality Management models that meet the needs of internal clients of a Higher Education Institution, where the author of this work is a professional and has identified the possibility of introducing improvements in these processes. The data for the execution of this model were collected locally by the author and complemented by means of interviews group focus by group of internal clients to know their needs and the results were displayed by categories. As a final result, the Plan, Do, Check, Act model was proposed to organize the processess, the Suppliers, Inputs, Process, Outputs, Custumers matrix for ordering the information received, its processing and delivery, the What, When, where, who, why, How questionnaire model to identify the clients and obtain their needs, it was draw up the flowchart of the processes and to pointed out, in an initial way, the risks of the activities, finalized in the production of an internal standard developed in the institution in question.