Resumo

GUERRA BRETANA, Rosa Mayelin; IGLESIAS MORELL, Antonio  e  VERANES PANTOJA, Yaymarilis. The approach to quality of service in higher education. UH [online]. 2022, n.295  Epub 01-Dez-2022. ISSN 0253-9276.

Education, in addition to being a fundamental human right, is a public service with a social function. Therefore, the educational system must guarantee the right to a quality education for all, understood as the right to learn what is required to live a dignified life. The objective of this work is to analyze the quality in higher education focused as a public service. Quality in educational institutions must be guaranteed with a systemic approach, for which the NC-ISO 9001 standard is very useful. In this approach, the implementation of quality management systems is complemented by improvement efforts with a view to institutional accreditation. The implementation of the NC-ISO 9001 quality management system in the Center for Biomaterials and, specifically, in the academic postgraduate program, enables the quality of the training service to be managed to increase the satisfaction of all relevant stakeholders and comply with applicable legislation, contributing to the achievement of higher categories of accreditation of the programs.

Palavras-chave : higher education; quality management; public service; educational service.