A reestruturação administrativa como mecanismo de garantia da qualidade na prestação de serviços públicos: o caso da Moçambique Telecom, SA – (2018-2020)

Abstract

This research sought to address the issue of administrative restructuring as a mechanism that guarantees quality in the provision of public services, with Tmcel as a particular case in the period from 2018 to 2020. It aimed, generally, to analyze the influence of the administrative restructuring operated in the company Tmcel to improve the quality of services to its customers and rationalization of resources in the period under analysis and that more precisely sought to describe the phases of operationalization of the restructuring process of the companies under analysis, to understand the degree of participation of employees in the process of change institutional, analyze the degree of improvement of the services provided as a corrosive to the transformation of companies, understand how the resolution and/or management of constraints/problems arising from administrative restructuring in the company is made. A qualitative and descriptive research that is ours, through the theory reengineering of Business Processes and quality of services provided, we tried to analyze the satisfaction of users with the transformations that occurred, having made themselves worth satisfaction indicators such as tangibility, reliability, readiness, safety, empathy and satisfaction . Through the monographic method for achieving objectives, bibliographic and documentary research techniques were used, as well as structured interviews with a self-applied questionnaire. Due to the questionnaires made with the different interest groups of our research, we conclude that the administrative restructuring carried out at Tmcel does not respond to the challenges advocated by this theoretical approach, thus making the services it provides not have sufficient quality to satisfy its customers.