A gestão da qualidade no desempenho das organizações: uma proposta de mudança para o posto CEB de Samambaia

Abstract

This article discusses quality management in a service company: Companhia Energética de Brasília (CEB). The study includes a literature review related to quality, its purpose, techniques, tools and systems that gave rise to quality models and movements. The research area refers to the CEB de Samambaia post, where the field research was done through the application of questionnaires to clients and observation. After analyzing the study data, it was found that: in general, most clients are satisfied with the management, perceived quality and care provided but, as people, are and have different needs. The post needs to make some changes to increase this level of satisfaction, adapting to the demands made by the public. As a result of the research carried out in this organization, we propose a quality program, reflections, considerations of the proposal and suggestions for future studies presented at the end of this article.