Participative approach to graduate students evaluate FT/UFAM Services

Abstract

It has a participatory approach to continuously evaluate the level of satisfaction of Industrial Engineering students with the main services provided at the Faculty of Technology of the Federal University of Amazonas (FT/UFAM). To this end, studies were conducted to learn about existing services at the Faculty and to identify methodologies to assess customer satisfaction, resulting in the creation of a seven-step methodology that allowed veteran students of the Quality Management discipline to develop a questionnaire model with seven requirements and forty-nine items, which was applied to 122 students of the Industrial Engineering Course in June 2010. After the analysis of the results, conclusions and recommendations were generated, among them, it can be stated that the methodology and its data collection model can serve as evaluation tools to contribute to the process of continuous improvement of the services provided at FT/UFAM. Moreover, the methodology proved to be efficient in its application and also to motivate the students, once they felt valued and could understand the importance of participative management in the planning of any organization.