QUALITY EVALUATION OF A SERVICE OF UNICAMP FILE SYSTEM
A PILOT MODEL OF A RESEARCH WITH USERS
Keywords:
Archive, Files, Records Administration, Total Quality, UsersAbstract
Project development and implemention that aim at enhancements in the productive and seivice areas reveal that identification and measuring client 's requirenwnts are major points to obtain success in Total Qualityprograms. Concerning services, due to their nature, it is more important to understand what the clients actually want, seekfor and what evaluate, or better, how clients see quality in order to manage and perform changes and set them in the aimed direction. All related to thefact ofwhat means quality to them. Therefore, it is possible to manage better, to perform changes and to influence towards the rightdirection. Considering theperception ofthe client in the quality systems, this project shows an experience of "hearing the client " by a reasearch done with Unicamp Systems Archives users, with a specific evaluation ofthe Lending service / Consulting Qfthe Central Archive ofthe State University of Campinas.
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