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Indicadores de qualidade na administração municipal: um estudo exploratório na prefeitura da cidade de Recife

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Listed:
  • Marcelo Milano Falcão Vieira
  • Sônia Maria Rodrigues Calado
  • Diogo Gonçalves Veras de Morais
  • Stella Maria Medeiros de Araújo
  • Fernando Pontual de Souza Leão

Abstract

This paper discusses how to analyse quality management practices in public organizations. We argue that this is a rather complex issue, since there are few objective elements that allow accurate definitions and measures. However, if it is true that quality is related to the perception of something good, than the perception of organizational groups has to be taken into consideration. This study aims to investigate significant components of quality definition for the management of the city of Recife, PE, Brazil, according to their county governors. Data were gathered by means of open-ended interviews and documentary analysis, and were analysed in a qualitative way. The results show three main dimensions of quality with a group of specific indicators for each one. We conclude with some suggestions for the introduction of quality management programmes and for evaluation of public management performance.

Suggested Citation

  • Marcelo Milano Falcão Vieira & Sônia Maria Rodrigues Calado & Diogo Gonçalves Veras de Morais & Stella Maria Medeiros de Araújo & Fernando Pontual de Souza Leão, 2000. "Indicadores de qualidade na administração municipal: um estudo exploratório na prefeitura da cidade de Recife," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 4(1), pages 69-91.
    • Handle: RePEc:abg:anprac:v:4:y:2000:i:1:85
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