Qualidade em serviços: um estudo de caso de micro e pequenas empresas prestadoras de serviços do Estado do Rio de Janeiro finalistas no Prêmio Top Empresarial

Abstract

The search for the survival and organizational competitiveness through the innovation, adaptation and new formulation of the administration model, for the organizations in the current global scenery, is the object of this study: the management for applied excellence to the services sector. This economical segment, that it is in constant growth and development, is a great generator of job and income. To render quality services becomes a competitiveness differential, mainly, for micro and small companies. For analysis of the management maturity of this sector a study case was used considering companies involved in the Top Business Award of the Rio de Janeiro State, whose main objective is to induce the micro and small companies build a new innovative and auto-maintainable organizational structure. Based on socioeconomic data and statisticians on the growth of the services sector, the increasing of the micro and small companies in the national economy and documents on the Top Business Award, the research sought to contemplate the general objective that it is to answer the following subject: Are the micro and small companies prepared and/or informed about what is really an administration model for excellence ? So, it was analyzed the answer of questionnaires and the, respective, punctuation of the micro and small finalists companies of the services category of the Top Business Award in the period from 2003 to 2005. The results of this research appear for a medium variation of points, where some criteria were considerably below the necessary maximum punctuation demanded by the award. When confronting the presented concepts in the theoretical referential and the analysis of the study, the conclusion was that the companies participant need specific training for a better understanding and development of concepts related to the improvement of its management, to become and maintain themselves competitive.