Mapeamento e avaliação das ações necessárias para motivação dos colaboradores em qualidade em serviços: estudo de caso em uma instituição de ensino municipal

Abstract

This work addresses the mapping and evaluation of the actions, necessary for employee motivation in quality in service: a case study in local educational institution. Motivation is a critical factor in managing people, according to the concepts of modern management; it acts directly and indirectly in the culture and practices of quality excellence and competitiveness of organizations. This work focus is studying motivations of the operational level contributors of quality in service in organizations, based on Maslow's theory of needs. From the twentieth century quality began to be put in place in the industry. We noted quality is what one believes or perceives that it is. It may be noted that as well as quality, services are highly regarded in different ways by several authors. interactions between service provider and client are essential to the satisfaction of both parties. In many countries, service industry overcomes the manufacturing industry, employing up two thirds of the population. This research development was accomplished by applying a questionnaire, which consist of ten objective questions, distributed directly to the respondent. The questions were prepared based on the Maslow's theories of needs. The collected data underwent a tabulation process. Likert's scale was the tool we used for processing and tabulation. Based on the results obtained in the research, we suggests improvement projects in order to assist the organization in motivational needs search, aiming to improve quality in service in the organization.