Ações para a qualidade: um estudo de caso no Arquivo Público do estado do Espírito Santo

Abstract

The main objective of this research was to investigate whether the Public Archive of the State of Espírito Santo presents actions for quality that include Gestão Integrada para a Qualidade – GEIQ (Integrated Management for Quality). These actions are represented within the strategic, structural, behavioral and operational fields of organizations. Competition is an intrinsic feature of today‟s world and the Archives should strive for quality in order to satisfy user requirements. An descriptive and qualitative and quantitative study was implemented by means of questionnaires answered by internal stakeholders at managerial and technical levels at the Public Archive of the State of Espírito Santo. Were employed, along with the analysis of primary documents from the Public Archive of the State of Espírito Santo and the legislation in reference to the Archive. Strategic actions were noted for quality represented mainly by strategic planning and components such as mission, vision, values and objectives. Structural actions were noted for quality through the formal existence of organizational structure. The partial existence of behavioral actions was confirmed for quality characterized by incentives for moments of integration, participation in training, course and events. And through employee satisfaction in terms of the positions they occupy. The partial existence of operational actions was noted for quality, characterized principally by the use of quality tools, poka-yokes and benchmarking. It was concluded that the Public Archive of the State of Espírito Santo have actions for quality in strategic, structural, behavioral and operational terms, which should be evaluated periodically with the aim of implementing continuous improvements and solidifying the Archive as a model of excellence.