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Previous issue date: 2007-03-20 / In this thesis are studied and evaluated the advantages and benefits of the persistence to get certification ISO 9001/2000 in The Fourth JEC (Juizado Especial C?vel), Special Civil Court Service, of the Court of Justice of the State of Rio De Janeiro. Based upon a theoretical reference in administration standards, the seven tools for the quality control and some inner Court institutional documents, as well as a study of the organization, routines, work processes, tasks, teams and installations of the Fourth JEC, we identified and listed the main potential problems and its related causes; thus, a field research was carried through to determine if these problems and its causes were acting or not and the way the management deals with them in the 2 years period of reorganization (2004-2006) to get certification ISO 9001/2000 in April of 2006. A total of 270 interviews had been carried through in the total, being 122 attorneys (61 related to nowadays and 61 reporting to the 2004 memory); 122 interested people in actions at law (61 related to nowadays and 61 reporting to the 2004 memory); 15 justice workers about the actuality and other 11 reporting to the 2004 memory. The interviews had been carried through 4 weeks, totaling 20 working days, divided in three turns (morning, lunch time and late hours). We found that a majority of the quality deficiencies were solved or a final decision was taken, in special regarding to the fastness of the judicial servicing, self satisfaction by the people interested in actions at law and efficiency, and some other deficiencies, despite of being remaining, were well treated, meaning that the general service quality was substantially improved. By another hand some few deficiencies were not solved yet and some new other were identified in the areas of ergonomics, layout and JEC s furniture, carrying an additional benefit that is the need to fit, each time more, a most stringent servicing quality pattern. / Este trabalho tem o objetivo de estudar e avaliar vantagens e benef?cios decorrentes do empenho para obter a certifica??o ISO 9001/2000 no IV JEC (Juizado Especial C?vel) do Tribunal de Justi?a do Rio de Janeiro. A partir de um referencial te?rico baseado em normas de administra??o, das sete ferramentas de controle da qualidade e de v?rios documentos institucionais internos, assim como de um estudo da organiza??o, rotinas, processos de trabalho, tarefas, equipes e instala??es f?sicas do IV JEC, foram identificados e listados os principais problemas potenciais e suas causas relacionadas; assim, uma pesquisa de campo foi realizada para determinar se estes problemas e suas causas estavam presentes ou n?o e como a gest?o lidou com eles no per?odo de adapta??o de 2 anos (2004-2006) para obter a certifica??o ISO 9001/2000 em abril de 2006. Foram realizadas no total 270 entrevistas, sendo 122 advogados (61 sobre o presente e 61 sobre a mem?ria de 2004); 122 partes de processos atendidas (61 sobre o presente e 61 sobre a mem?ria de 2004); 15 trabalhadores sobre o presente e 11 trabalhadores sobre a mem?ria de 2004. As entrevistas foram realizadas durante 4 semanas, em 20 dias ?teis, divididos em tr?s turnos (manh?, almo?o e tarde). Concluiu-se que a maioria dos problemas foram resolvidos, especialmente no tocante ?s quest?es sobre celeridade, satisfa??o e efici?ncia, outros n?o foram erradicados, mas bem controlados, logo, a qualidade geral foi drasticamente melhorada. Por outro lado, alguns poucos problemas menores n?o foram resolvidos, assim como surgiram alguns poucos novos, como os relativos ? ergonomia, planta e disposi??o do mobili?rio, o que demonstra um benef?cio adicional que ? o refinamento da qualidade.
| Identifer | oai:union.ndltd.org:IBICT/oai:localhost:tede/931 |
| Date | 20 March 2007 |
| Creators | Santos, Sidnei Barbosa dos |
| Contributors | Costa, Maria Jos? da |
| Publisher | Universidade Federal Rural do Rio de Janeiro, Curso de P?s-Gradua??o em Gest?o e Estrat?gia em Neg?cios, UFRRJ, Brasil, Ci?ncias Sociais Aplicadas |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| Format | application/pdf |
| Source | reponame:Biblioteca Digital de Teses e Dissertações da UFRRJ, instname:Universidade Federal Rural do Rio de Janeiro, instacron:UFRRJ |
| Rights | info:eu-repo/semantics/openAccess |
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