Name: DANILO ALVES DUARTE
Type: MSc dissertation
Publication date: 28/05/2020
Advisor:
Name |
Role |
|---|---|
| THALMO DE PAIVA COELHO JUNIOR | Advisor * |
Examining board:
| Name |
Role |
|---|---|
| HÉLIO ZANQUETTO FILHO | External Examiner * |
| LOURENÇO COSTA | Internal Examiner * |
| THALMO DE PAIVA COELHO JUNIOR | Advisor * |
Summary: This work analyzed the process of automatization of school transport regularization procedure in Espírito Santo brazilian State, the quality evaluation by users, and also users necessities, to subsidies the decision-making process of the State Department of Transit of Espírito Santo. Using research methods as semi structured interview and survey, as well as organizational management methods such as BPMN, SERVPERF and the Deployment of the Quality Function (QFD), became possible to understand the authorization issuing procedure, identify dysfunctions and points for possible improvement. Through information collected by interviews with representatives of class bodies and survey with issuing authorizations service users. As a consequence of the research was possible to identify that worker training and automatization process will result in the greatest quality gain in the public service of issuing permits for school transport.
