A avaliação da qualidade é uma realidade no setor de prestação de serviços, tornando-se uma ferramenta estratégica organizacional, uma vez que verifica as etapas e os passos para aprimorá-la. O objetivo deste estudo foi identificar as dimensões relacionadas à expectativa dos discentes frente à qualidade dos serviços prestados pelo Programa de Pós-Graduação lato sensu de uma Instituição de Ensino Superior (IES) particular. Tratou-se de um estudo descritivo e quantitativo. Para coleta dos dados, foi utilizada a primeira parte do questionário validado SERVQUAL – expectativas adaptado. Os dados foram analisados utilizando-se do programa estatístico SPSS v. 19, segundo Estatística descritiva, Distribuição de frequência e Alfa de Cronbach. Os resultados permitiram constatar que os discentes possuem altas expectativas ao contratar um serviço de Pós-Graduação latu sensu, bem como identificar quais itens geraram as maiores e as menores expectativas. A pesquisa permitirá a IES reorientar as ações e elaborar planos estratégicos, a fim de atender à expectativa dos clientes e, com isso, aumentar a qualidade dos serviços disponibilizados.
Considering the criticisms of Habermas’ communicative action theory, this essay problematized and reflected on another possible criticism: scholars of the theory, despite presenting a common understanding - enlightenment and emancipation of man - do not reach a consensus on what this theory represents compared to other theories and rationality types. The guiding question of the essay is: does the transition proposed by Habermas from other rationality types to the communicative concern an interparadigmatic theory or a paradigmatic leap? Methodologically, we adopted the conception of an essay according to which authors and readers need to recognize that reality can be understood in different ways. The discussion, contextualized in public administration, allowed us to understand that considering the communicative action theory as having an interparadigmatic character does not mean it is a mere gathering of other theories because it surpasses those it dialogues with, additionally presenting a radical shift. We propose that the Communicative action theory comprises a paradigmatic leap with interparadigmatic characteristics. Finally, we present implications of this discussion for Public Administration.
Introduction/Problematization : Junior companies are environments that can provide the experience of the business student in the market, develop behavioral and technical skills and have direct contact with the professional environment. Thus, it is essential that they have robust internal processes and that they can weakenthe dynamism of the environment, taking into account the challenges and difficulties encountered. In this context, the following question arises: what are the main internal management difficulties observed in the Junior Company, in view of thestandardization of operational procedures? Objective/proposal: The present work sought to understand the main obstacles faced by these companies, from a single case study of Empresa Júnior Unimontes - EJU. Thus, the present work has as general objective to analyze the main difficulties of internal management of the Junior Company. In addition, as specific objectives, it is sought to: a) map the management processes; b) to identify possible improvements within the process; c) development ofan instrument of reference and control of the processes monitored. Methodological Procedures: The Business Process Management Notation (BPMN) language was used as a business modeling notation, interview and participant observation for data collection and, for the discussion of the results, the analysis of content and documentary research. Main Results: The results pointed to difficulties in the lack of BPM management, culture of continuous improvement and turnover of the managing members. Finally, despite the difficulties, these environments can provide the development of competencies within the framework of the theory of entrepreneurial and academic behavior. Final Considerations/Conclusion: It is concluded that the useof the BPM methodology made it possible to demonstrate how the collection, observation and standardization of processes can help identify the main obstacles that delay and reduce its results. Despite the difficulties encountered, the experience provided a real environment of contact with the market and the development of entrepreneurial skills. Research Contributions: This work brings as a contribution the application of management tools in the daily life of undergraduate students. The results show that the immersion of academics in junior environments promotes the development of entrepreneurial and cognitiveskills, making them more innovative, adaptive and technical professionals who competitive advantage in the professional environment.
The present work seeks to analyze the perception of professors about the possibilities and difficulties of integration between University, Market and Government in the local context of Montes Claros-MG, Brazil. This study was carried out using mixed methods. Methodological procedures were carried out based on qualitative data collection through semi-structured interviews and quantitative data collection performed by survey questionnaires. Data was triangulated for a better analysis of the findings. Four practical issues emerged as important factors that influence the integration capacity among the agents: fragility and lack of institutional support to ensure legal stability; motivations of Professors; the need of external agents interest for the activities carried out at the university and, finally, the importance of an administrative technostructure capable of providing support.
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