Flow chart as a tool for improvement and control in public instuons

Authors

  • Alexandre Brondani Carvalho Universidade Luterana do Brasil - ULBRA
  • Ivonisa Maria Castagna de Abreu Universidade Luterana do Brasil - ULBRA
  • Ivonete Foletto Pedrozo Universidade Luterana do Brasil

DOI:

https://doi.org/10.5902/198346593790

Abstract

DOI: 10.5902/198346593790

Controls are fundamental tools for the quality of the services provided by public and private organizations. The Supervising Permits Management of the City Hall of Santa Maria displays troubles regarding these controls. Thus, this study aims at describing the emission process of notifications sent by the Administration and also to suggest points of control, allowing Public Management to improve its collection, as well as avoiding the customers to be improperly charged. The present work was accomplished by a case study. Starting from a no structured interview, a flowchart has been developed, emphasizing the critical aspects to be improved. Standard operational procedures were proposed for those critical aspects in order to establish a routine, improving the performed processes. Besides, improving suggestions have been presented with the intent of optimizing the services for a higher satisfaction of the internal and external customer of the organization.

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Published

2013-07-05

How to Cite

Carvalho, A. B., Abreu, I. M. C. de, & Pedrozo, I. F. (2013). Flow chart as a tool for improvement and control in public instuons. Revista De Administração Da UFSM, 6(2), 373–394. https://doi.org/10.5902/198346593790

Issue

Vol. 6 No. 2 (2013): Abr-Jun

Section

Articles

License

Authors of articles published by ReA/UFSM retain the copyright of their works, licensing them under the Creative Commons (CC-BY 4.0), which allows articles to be reused and distributed without restriction, provided that the original work is properly cited.