Prestação jurisdicional e gestão da qualidade: instrumento de melhoria da administração judiciária no poder judiciário do estado do Tocantins

Abstract

This thesis aims to demonstrate the benefits of quality management as a tool for optimizing jurisdictional delivery, when applied by the Judiciary of the State of Tocantins (PJTO), having as reference the theory of managerialism as a model for public management. From a theoretical a legal perspective, this thesis is based on the constitutional principle of efficiency in public administration related to the principles of quality management. From an empirical perspective, through the analysis of quality management systems already in place, in order to identify how the application of the principles of quality to the judiciary in the PJTO could improve the effectiveness of the judicial service. Thus, the themes of the crisis in public administration and judicial administration are addressed. Through a bibliographic review in books and articles, the contributions of authors on the subject under analysis were raised. A correlation between the principles of quality and the reality found in the administration of judicial units, through the sources analyzed for the study, was made in order to demonstrate the validity of the application of the principles to guide the necessary changes for the improvement of the judicial provision and the increase of society's satisfaction. The empirical research was conducted through the application of a questionnaire, answered by justices and public servers who work in units of the sample component bodies with quality management systems in place and certified according to the ISO 9001 standard, in order to understand the perception of employees, the quality management system and the certification of these units. Based on the results of the literature review and empirical research, it was possible to confirm the applicability of a quality management system, according to the model of the norm ABNT NBR ISO 9001: 2015, as an effective alternative for the Judiciary Power to present the most adequate answer for this need for improvement in management efficiency, embodied in the proposed final product, which are the models of a quality manual and operational procedures applicable to any judiciary unit of the PJTO.