Proposta de um sistema de medição de desempenho - IEM - Unifei

ABSTRACT
The purpose of this dissertation is to set up a System of Performance Measurement (SPM)
for a Private Institution of Higher Education. This work aims to discuss the possible
influences of certain indicators in the service of the teaching-learning process, search for a
constant improvement in the quality of higher education. The research intends to select in
previously validated models the dimensions the establishment of said system within the
studied area. The methodology used was research in action. The researcher carried out a
bibliographical research on SPM, knowledge management and the provision of educational
services. In conjunction with professionals from the institution, he established indicators
that can directly influence the service of the teaching-learning process. It was proposed the
used of the proposed indicator management, to guarantee excellence in the provision of
services to the students. These indicators were proposed considering their adequacy related
to the market requirements and the specific legislation of the relevant segment of the
institution
Words key: System of Measurement of Performance; Management of the Knowledge;
Superior education; Research-action.
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