Rethinking the academic secretariat’s day-to-day at a federal institution: In search of building a standard operational standardization manual

Abstract

This technological study aims to describe the construction of a Standard Operating Procedures Manual of the critical processes developed in the academic departments of the lato sensu postgraduate courses offered by a federal educational institution. This is a qualitative and descriptive research. The data were collected through documentary analysis, questionnaires to employees of the secretariats and semi-structured interviews with academic secretaries. The results allowed to know the daily life of the sector through the main actors, to identify the main difficulties and from that to build the MPOP that reflects the reality of the sector and containing main activities developed in the SPGs. It is concluded that a manual facilitates the day-to-day work, minimizing the occurrence of errors and aligning speeches so as not to cause doubts in the public served, ensuring the effectiveness and quality of the service provided.