Instrumentos para Melhoria da Qualidade em Instituições de Ensino Superior

Abstract

The purpose of this dissertation was to present instruments for quality improvement in higher education institutions, through the presentation of two articles using two forms of quality measurement in higher education, external and internal. The first article entitled "Proposing a Management Model of Excellence based on Ranking of Universities" uses external quality evaluation instruments that are the University Rankings and the second article called "SERVQUAL: A study about the perception of quality in a University Federal Brazilian "uses an internal quality assessment tool by capturing the expectations and perceptions of the main clients of the universities, the students. The first article aims to propose a management model of excellence, based on the analysis of University Rankings, through bibliographic research. As a result of this work it was possible to propose a management model, in which University Rankings are used as performance indicators. The second article aims to evaluate the quality of the services provided by the Faculty of Technology of the Federal University of Amazonas - Ufam, by analyzing the expectations and perceptions of the clients (students), as well as proposing possible improvements in the provision of services. The SERVQUAL analysis tool, adapted to higher education institutions, has seven dimensions of quality: tangibility, reliability, competence, receptivity, clarity, autonomy and accessibility. From the application of questionnaires based on the SERVQUAL tool, it was possible to identify the expectations and perceptions of the clients (students), to verify the dimensions of greater and lesser relevance, to highlight the strengths and weaknesses in the service rendering and to propose improvements.