A importância do processo de melhoria continua no setor de atendimento ao público de uma autarquia estadual

Abstract

This study aims to describe, based on the concepts of discursive semiotics, the importance of the public service sector in a public institution of an environmental nature, presenting indicators that enable data control and measurement in order to identify ways to promote the continuous improvement of the service. service generating a significant improvement in the user experience. Using a qualitative approach, through bibliographic and documental consultations, case study and descriptive analysis, this work sought to explain the problem of how to achieve the process of continuous improvement in the sector in question, solving points such as the definition and application of indicators effective in the control process; identification of means of improvement in the process itself, enabling its evolution and providing the upper management with concrete information to facilitate its decision-making regarding the solution of the concerns of its audience.