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The ability to meet quality standards in the archiving process is a basis for survival in a globalized and information-accessible environment. For this purpose, the present study aims to detect flaws in the filing time and in the search for documents in the public archive of a city hall through the Ishikawa diagram. The methodology used was qualitative, consisting of a case study with the use of two collection techniques, observation and the application of semi-structured interviews. The study revealed that several factors increase the filing time and the demand for documents, requiring some measures to improve the quality in the sector, such as the digitization and elimination of some documents that have lost their useful life, the training of employees, optimization of physical work space, stimulating interrelationships between sectors, updating of search methods, maintenance and acquisition of equipment and compliance with the limit established for filing in boxes. Finally, the study concludes that the failures in the filing time and in the search for documents in the public archive pointed out through the Ishikawa diagram, involve aspects related to the human factor, machinery, infrastructure and methods adopted.
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