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Master's Dissertation
DOI
https://doi.org/10.11606/D.3.2001.tde-15122006-181816
Document
Author
Full name
Cristiano Rocha Heckert
E-mail
Institute/School/College
Knowledge Area
Date of Defense
Published
São Paulo, 2001
Supervisor
Committee
Silva, Marcia Terra da (President)
Fischer, Rosa Maria
Rotondaro, Roberto Gilioli
Title in Portuguese
Qualidade de serviços nas organizações do terceiro setor .
Keywords in Portuguese
Qualidade
Servicos
Terceiro setor
Abstract in Portuguese
Esta Dissertação discute a qualidade de serviços nas organizações do terceiro setor. Sendo o tema ainda pouco trabalhado pela Engenharia de Produção no Brasil, é realizada uma pesquisa exploratória, utilizando a metodologia de estudo de caso. Através de revisão da literatura e de pesquisa de campo efetuada em organizações selecionadas, são estudados os aspectos organizacionais e administrativos do terceiro setor, verificando as particularidades existentes na aplicação do conceito de qualidade de serviços (expectativas X percepção dos clientes) naquelas instituições. Conclui-se que esta não pode ser conduzida da mesma forma que nas empresas de mercado. Devem ser observadas três características típicas das organizações do terceiro setor: não apresentam um único cliente, mas diversos stakeholders representando este papel; cada um destes atores possui distintas expectativas com relação à instituição e apresenta diferentes critérios de avaliação da qualidade de seus serviços; e, em função de valores como justiça e solidariedade, fundamentais neste tipo de organização, o processo de prestação de serviços assume especial relevância, sendo muitas vezes mais importante do que os resultados obtidos.
Title in English
Service quality in nonprofit organizations.
Keywords in English
Nonprofit organizations
Quality
Services
Abstract in English
This Dissertation discusses the service quality in nonprofit organizations. As the subject was not yet deeply studied by Industrial Engineering in Brazil, an exploratory research is conducted, using the case study methodology. Through a bibliographic revision and a field research developed in selected organizations, the nonprofit sector’s organizational and administrative aspects are analyzed, verifying the specific features in applying service quality concept (customer expectation X perception) in those organizations. It concludes that the implementation can not be done in the same way as in for profit companies. Three typical aspects of the nonprofits must be considered: they don’t have only one client, but several stakeholders playing this part; each one of those actors has different expectations towards the institution and its own way of assessing service quality; and, due to values such as justice and solidarity, essential in that kind of organizations, the service delivering process assumes special relevance, being many times more relevant than the results achieved.
 
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Publishing Date
2007-02-01
 
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