Racionalização dos processos de trabalho das Secretarias Acadêmicas de Pós-Graduação Lato sensu do Instituto Federal do Rio de Janeiro

Abstract

This research sought to know the reality of the lato sensu postgraduate academic secretariats of Instituto Federal do Rio de Janeiro (IFRJ) in order to contribute to the improvement of the services provided through the rationalization of the work processes performed by the area. The main purpose of the study is to implement the rationalization through the management of processes. The theoretical foundation of this work was based in the Process Management and Educational Management and the ramifications of these themes. This work is classified as exploratory and descriptive, of qualitative nature. The data collection instruments were bibliographic, documentary, interviews with academic secretaries from five campus and the application of a questionnaire with workers of secretaries and with lato sensu graduate students of IFRJ. As result of the work was the elaboration of a procedures manual for the academic secretariats to improve the quality of services provided and for greater satisfaction of administrative technicians, students and teachers.