Análise Histórica e o Impacto da Estratégia na Melhoria dos Serviços Públicos

Abstract

This article describes the main concepts of quality and its evolution by analyzing each of its phases or “eras.” Simultaneously, it discusses the principal schools of administrative thought and their different approaches, ranging from the classical perspective to managerial administration, including bureaucracy theory and its dysfunctions. Throughout this transition, a paradigm shift can be observed: during the Inspection Era, the focus of quality was centered on production itself, whereas in Strategic Quality Management the focus shifted toward the customer. While the classical period of administration emphasized the organization’s internal structure and the individual work of laborers on the production line, managerial administration emphasizes the systemic view of organizations, teamwork, and the fulfillment of customer expectations. Consequently, the article also highlights innovation strategy and quality assessment as drivers of growth and as essential factors for organizational survival in competitive environments and increasingly demanding consumer markets. Within this context, the present study demonstrates the challenge faced by public organizations in abandoning outdated patrimonial practices, drastically reducing bureaucratic excesses, and developing a managerial service philosophy oriented toward the citizen-customer. In practical terms, the study concludes that organizations must add value to their products and services by identifying and eliminating losses within processes. Furthermore, it was found that process management and quality tools contribute significantly to achieving service excellence.