A qualidade total no serviço público: o caso de uma fundação pública.

Abstract

This work is about Public Foundation Foundation X total quality management topics. The main objective of this study is to evaluate the impacts of the implementation of the Total Quality Management System in the studied institution, and how the main tools of this system are applied and what are the positive points brought with it within the Organization and how it impacts on its processes. It is a documentary research of qualitative approach, and of documentary and bibliographical analysis. In this work, total quality is understood as one of the arms of quality management, so that total quality is used not only to improve business results, but also for customer satisfaction and the good management of their services and employees.