Name: DANILO ALVES DUARTE
Type: MSc dissertation
Publication date: 28/05/2020
Advisor:

Namesort descending Role
THALMO DE PAIVA COELHO JUNIOR Advisor *

Examining board:

Namesort descending 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.

Access to document

Acesso à informação
Transparência Pública

© 2013 Universidade Federal do Espírito Santo. Todos os direitos reservados.
Av. Fernando Ferrari, 514 - Goiabeiras, Vitória - ES | CEP 29075-910