QUALITY MANAGEMENT IN ACADEMIC ADMINISTRATION: A CASE STUDY AT THE CENTER FOR HIGHER STUDIES OF TEFÉ (CEST-UEA)

Abstract

This article aimed to present an analysis of the principles of Quality Management and their applications in the Academic Office of CEST-UEA. The study was conducted using a qualitative-quantitative approach, with a basic nature and descriptive purpose. It was possible to identify important insights that reveal a partial lack of use of quality management tools by the academic office, which indirectly impacts academic satisfaction and needs The lack of employee training, combined with inadequate infrastructure, poses barriers to the full adoption of these tools. Although students perceive the services as satisfactory, there are still opportunities to improve efficiency and agility in service delivery. The study suggests implementing a more structured quality management system to increase student satisfaction and process effectiveness.