Quality improvement in information services in Brazil: a literature review

Abstract

Presents a review of Brazilian literature on quality management in information services, aiming to achieve a systematic approach to the subject. Discusses the concepts of quality and total quality management, focusing on its applicability to services. Highlights the application of TQM techniques to information services, based on the characterization presented in the literature and emphasizing the identification and maintenance of quality indicators. Concludes that there is a strong tendency towards the use of TQM’s methodologies in a scattered way, with no direct link to that kind of management, as well as towards the use of the word quality out of the context of TQM. Besides, the absence of a theoretical basis on the subject of quality management in the Brazilian literature has also been observed .