Abstract
This paper is the result of a process of intervention in a special school for the mentally impaired. The team worked under the sponsorship of a state incentive program for disseminating quality in the Rio de Janeiro state organizations. The purpose of the intervention was to formalize administrative procedures and educational practices in the institution. After the school was awarded the ISO 9000 certificate, an assessment was made of the impact of this new system on the perceived workload and in the contents of the tasks performed by the people.
The methodology used consisted of assessing the contents of activities at times before and after the implementation of the SGQ. A questionnaire was also used to assess the perception of the employees on changes with regard to the clarity of their roles, perceived work load, level of interpersonal conflict and facility to perform routine activities.
The conclusions point to significant changes with regard to the clear understanding of the responsibilities and role of the employees. There seems to be no significant statistic changes regarding the workers' attitude towards the organization. The implementation of the SGQ, in its turn, does not seem to have significantly affected the levels of interpersonal conflict in the organization under study.
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