Banca de DEFESA: ALAN CESAR DOS SANTOS DANTAS

Uma banca de DEFESA de MESTRADO foi cadastrada pelo programa.
STUDENT : ALAN CESAR DOS SANTOS DANTAS
DATE: 18/03/2025
TIME: 09:00
LOCAL: Google Meet < https://meet.google.com/rjt-osqp-jbo >
TITLE:

Information flow in the provision of services at the Metrology Laboratory of the Federal University of Rio Grande do Norte

 

KEY WORDS:

Information flow, Information management, Metrology laboratory, Organizational efficiency, Customer satisfaction

 

 

PAGES: 75
BIG AREA: Ciências Sociais Aplicadas
AREA: Ciência da Informação
SUMMARY:

This study explores the importance of efficient management and information flow modeling at the Metrology Laboratory (LabMetrol) of the Federal University of Rio Grande do Norte (UFRN). The laboratory plays an essential role in providing metrology services to several institutions and companies, meeting crucial demands for quality and accuracy, which are fundamental for local and regional development. The main objective of the research is to identify and resolve gaps in LabMetrol’s information flow, to make its service delivery processes more efficient and effective. Specific objectives include a complete mapping of the information flow, an analysis of customer satisfaction, and the creation of a technical report that documents and organizes the entire process. To achieve these objectives, the study adopts a case study methodology, combining document analysis and questionnaires administered to users of the laboratory’s services. The analysis of the information flow at LabMetrol identified challenges and opportunities for improvement in internal communication and customer experience. Key findings include: (1) decentralized communication between departments, causing delays and difficulties in data traceability; (2) lack of standardization in records, making it difficult to consult and retrieve information; (3) customer satisfaction with an average score of 4.09 (on a scale of 1 to 5); (4) variation in the perception of execution times, with an average of 3.9 (on a scale of 1 to 5). To optimize the processes, three tools were developed: a satisfaction questionnaire, a guide for registering calibrations in SIPAC-UFRN and a checklist of metrological equipment. The implementation of an integrated management system, standardization of records and continuous training can improve communication, transparency and reliability of the laboratory. In addition to optimizing internal processes, these improvements would strengthen LabMetrol's competitiveness and credibility in the metrology sector. It is recommended that the changes be implemented gradually and that their impacts be continuously monitored, ensuring innovation and excellence in the future.

COMMITTEE MEMBERS:
Presidente - ***.327.614-** - ALEJANDRO CABALLERO RIVERO - UFPE
Interna - 1225081 - LUCIANA DE ALBUQUERQUE MOREIRA
Externa à Instituição - NADI HELENA PRESSER