"Satisfação total por parte do cliente" - Benjamin Vaz

Page 1

A?

HQWUHYLVWD

]0 1&0# À¹, 1,1 ) -,/ - /1" !, )&"+1"^ SRU +HOHQD 3DXOLQR

Á ?; +,0 + 0 & 2* "*-/"0 -") -"/0&01È+ & " ,+#& +Å !" 2* %,*"* "* /"!&1 / "* 0& -/Ð-/&, " +,0 0"20 -/,'"1,0: ,& 2* 3"/! !"&/, 1, !" ,/ $"* - / Ç-, .2" 0" 3&3& 8 +2* ,/12$ ) )$, &+ "/1,: 01 ,/ $"* )& ! À -/,!2ÅÃ, !" .2 !/,0 ")Ç1/& ,0 " 2* Ð1&*, 0 "/ 1Ç +& , $ / +1&/ * , /"0 &*"+1, ! "+' *&* 7:

"3&01 ], ")" 1/& &01 ^ J,"Kr Á ?; +,08 ,* 2* *2! +Å !" /"$&*" -,)Ë1& , "* ,/12$ ) " *2&1 0 &+ "/1"7 0 "* /") ÅÃ, , #212/,8 ,*, + 0 "2 "+' *&* 7i "+' *&+ 7 J Kr $ %HQMDPLP 9D] QDVFHX GHSRLV GH DQRV GH WUDEDOKR QR VHWRU GD HOHWULFLGDGH PDLV H[DWDPHQWH DQRV QD £UHD GRV HOHYDGRUHV HP TXH RV ¼OWLPRV M£ IRUDP FRP PXLWD ̸ELVFDWDGD̹ SHOR PHLR (UD M£ R ELFKLQKR GH HPSUHV£ULR D FRPH©DU D HQWUDU QR FRUSR 'XUDQWH R DQR GH DV IDOWDV DR WUDEDOKR FRPH©DUDP D FULDU SUREOHPDV QD HPSUHVD RQGH WUDEDOKDYD QD 3LQWR &UX] Q¥R VH EULQ FDYD HP VHUYL©R (P MDQHLUR GH IXL HQFRVWDGR ¢ SDUHGH H WLYH GH PXGDU GH YLGD (P IHYHUHLUR DSUHVHQWHL D PLQKD GHPLVV¥R H TXD VH FD¯D R &DUPR H D 7ULQGDGH ,VWR SRU UD]·HV SULPHLUR SRUTXH HUD FRQVLGHUDGR XP ERP W«FQLFR H D HPSUHVD FRQWDYD FRPLJR SDUD DV PRQWDJHQV GH PDLRU UHVSRQVDELOLGDGH H VHJXQGR SRUTXH QLQJX«P HQWHQGLD FRPR XP W«FQLFR FRP R PHX HVWDWXWR H DLQGD SRU FLPD EHP SDJR SDUD D «SRFD LD VHP PDLV QHP PHQRV WURFDU R ERP SHOR LQFHUWR ͤFDU VHP RUGHQDGR H WRGRV DV UHJDOLDV SDUD FULDU XPD HPSUHVD QRYD VHP QHQKXPDV JDUDQWLDV (P PDU©R GH TXDQGR PH GHVSHGL GH WRGRV RV FROHJDV Q¥R HVFDSHL D XP ̸VHUP¥R̹ GRV PHXV FKHIHV TXH PH GLVVHUDP ̸YDLV WH HPERUD SDUD WUDEDOKDUHV SRU WXD FRQWD $L GH WL VH WH DSDQKDPRV D WUDEDOKDU QD FRQFRUU¬QFLD ̹ 2 TXH QXQFD DFRQWHFHX $ GHFLV¥R HVWDYD DVVLP WRPDGD H M£ O£ Y¥R DQRV

,"r ,*, /"02*" "01"0 ?; +,08 1"+!, "*-/"0 2)1/ - 00 !,8 " "*8 1,! 0 0 /&0"0 " ,+Ð*& 0 .2" 00,) / * ,/12$ ) +"09 1"0 Ó)1&*,0 +,0i r 5HVXPLU DQRV GH WUDEDOKR Q¥R « I£FLO PDV YRX WHQWDU ID]HU XP DSDQKDGR PDLV RX PHQRV UHOHYDQWH ¢ «SRFD $ %HQMDPLP 9D] FRPH©RX D VXD DWLYLGDGH HP DEULO GH FRP XPD SULPHLUD RͤFLQD QXP U F GH XPD KDELWD©¥R FRP PDLV RX PHQRV P FRP RͤFLDLV H DMXGDQWHV ZZZ RHOHFWULFLVWD SW R HOHFWULFLVWD

7UDEDOKR Q¥R IDOWDYD XPD YH] TXH HUD EDVWDQWH FRQKHFLGR SHORV VHUYL ©RV TXH ID]LD DR ͤP GH VHPDQD R TXH GHQRPLQHL DQWHULRUPHQWH SRU ̸ELVFDWHV̹ 2V SULPHLURV WUDEDOKRV IRUDP HP KDELWD©·HV H SHTXHQDV LQG¼VWULDV QRPHDGDPHQWH QR VHWRU GD FRUWL©D H RXWUDV GD UHJL¥R &RP R GH DEULO GH WXGR VH WRUQRX FRQIXVR SULQFLSDOPHQWH SHOR ODGR GD SRO¯WLFD QXQFD VH VDELD R TXH LD DFRQWHFHU QR GLD VHJXLQWH IRUDP WHPSRV PXLWR GLI¯FHLV H WDPE«P XPD ERD HVFROD SDUD PXLWRV $ LQFHUWH]D HUD R SRQWR IRUWH GD «SRFD 8PD FRLVD « FHUWD QXQFD WDQWRV JDQKDUDP WDQWR GLQKHLUR 'HSRLV GH WXGR LVWR DR ͤP GH SRXFRV DQRV H FRP R GHVHQYROYLPHQWR TXH D UHYROX©¥R FULRX QR VHWRU LQGXVWULDO TXD VH IRPRV REULJDGRV D GHVOLJDU QRV GR UDPR KDELWDFLRQDO H YLU£PR QRV SDUD D %DL[D H 0«GLD 7HQV¥R ,QGXVWULDO R TXH QRV IH] UHSDUDU QXPD JUDQGH ODFXQD QR VHWRU RV 4XDGURV (O«WULFRV 3RU PDLV SHTXHQR TXH IRVVH R TXDGUR HUD QHFHVV£ULR LU DR 3RUWR SDUD R DGTXLULU H VHQWL QHFHVVLGDGH GH WHUPLQDU FRP DTXHOD GHSHQG¬QFLD 1HVWH FHQ£ULR IDOHL FRP R PHX FRQVHOKHLUR W«FQLFR GD «SRFD H IHOL]PHQWH DW« DRV GLDV GH KRMH ( FKDPR D DWHQ©¥R SDUD R IDFWR GH PH WHU IRUPDGR DRV DQRV FRP D | FODVVH H WHU GHSRLV IUHTXHQWDGR D 8 7 DO«P GH DOJXQV PLQL FXUVRV GH IRUPD©¥R H SRU LVVR WHU XP FRQVHOKHLUR W«FQLFR HUD GH HOHYDGR Q¯YHO 0DV FRPR Q¥R WLQKD IRUPD©¥R HP 0«GLD 7HQV¥R WLQKD GH PH HQFRVWDU D DOJX«P DR (QJ | 1R« 2OLYHLUD TXH QD DOWXUD HUD IXQFLRQ£ULR GRV 6HUYL©RV 0XQLFLSDOL]DGRV GH 6¥R -R¥R GD 0DGHLUD H GHSRLV ('3 TXDQGR HVWD IRL IRUPDGD $R (QJ | 1R« 2OLYHLUD GHYR TXDVH WXGR QR FDPSR W«FQLFR REYLD PHQWH PDV HOH WDPE«P DSUHQGHX PXLWR FRP D %HQMDPLP 9D]

,"r 0 ,*, ,*"Å,2 3"+12/ !,0 2 !/,0 )Ç1/& ,0 " .2 ) /") ÅÃ, !, +$: ,Ç )&3"&/ ,* ,0 *"0*,0i r 4XDQGR OKH IDOHL QR DVVXQWR H HX QXQFD WLQKD IHLWR XP TXDGUR GH UDL] HP FKDSD PDV DSHQDV HP P£UPRUH HOH UHVSRQGHX PH ̸DFKR PXLWR EHP PDV SHQVD GHSUHVVD SRUTXH WHQKR DTXL XP SURMHWR TXH OHYD FHUFD GH TXDGURV̹ H GHX PH R SURMHWR SDUD DV P¥RV 0HUFDGR 0X QLFLSDO GH 6¥R -R¥R GD 0DGHLUD 7LYHPRV GH PXGDU GH LQVWDOD©·HV XPD YH] TXH RV P M£ UHEHQWDYDP SHODV FRVWXUDV SDVVDPRV SDUD QRYDV LQVWDOD©·HV FRP FHUFD GH P H FRP PXLWR HVSD©R H[WHULRU TXH HP SRXFR WHPSR VH WRUQDUDP H[¯JXDV GHYLGR DR FUHVFLPHQWR GD HPSUHVD H HP HVSHFLDO QR VHWRU GRV TXDGURV HO«WULFRV (P SDV


AA

HQWUHYLVWD

IRUQHFLPHQWR GR 4 * % 7 GR 37 GH $ $HUµGURPR GH 3RQWH GH 6¶U IRUQHFLPHQWR GH WRGRV RV TXDGURV GH GLVWULEXL©¥R LQFOXLQ GR 4 * GR 37 $LQGD GHVWDFR R $WHUUR 6DQLW£ULR GH 7RQGHOD IRUQHFLPHQWR GH WRGRV RV TXDGURV GH GLVWULEXL©¥R (VWD IRL XPD REUD GH UHIHU¬QFLD SRLV IRL D SULPHLUD REUD H[HFXWDGD FRP FDL[DV HP ILEUD GH YLGUR $QJROD ̰ (VWDOHLURV SDUD XPD 5HILQDULD IRUQHFLPHQWR GH WRGRV RV TXDGURV GH GLVWULEXL©¥R LQFOXLQGR R 4 * GH $ +RWHO 6ROYHUGH IRUQHFLPHQWR GRV TXDGURV $9$& SDUD VXEVWLWXL©¥R GRV DQWHULRUHV +RWHO 6ROYHUGH VXEVWLWXL©¥R GR TXDGUR GH FRPDQGR GDV ERPEDV GH FLUFXOD©¥R GR VLVWHPD GH DTXHFLPHQWR H UHIULJHUD©¥R GH WRGR R +RWHO PRWRUHV 3DUD PLP TXH DFRPSDQKHL D PDLRULD GDV LQWHUYHQ©·HV GHVWD HPSUHVD GHYH WHU VLGR GRV WUDEDOKRV PDLV FRP SOH[RV TXH D %HQMDPLP 9D] H[HFXWRX Q¥R Vµ SHOD GLPHQV¥R GR TXD GUR HO«WULFR TXH WHYH GH VHU IHLWR HP PµGXORV SDUD HQWUDU QR ORFDO PDV WDPE«P SHOD TXDQWLGDGH GH FDERV TXH HQWUDYDP H VD¯DP GR TXDGUR TXHU SDUD DOLPHQWD©¥R GRV PRWRUHV EHP FRPR SDUD LQIRU PD©¥R H VLQDOL]D©¥R (VWH VHUYL©R WHYH PDLV WHPSR GH SUHSDUD©¥R GH TXH GH ̸RSHUD©¥R̹ 'HSRLV GH DOJXQV GLDV GH WUDEDOKR PHWDGH GR SUHYLVWR R ̸WUDQVSODQWH̹ IRL FRQVLGHUDGR XP ¬[LWR SRU WRGD D HTXLSD TXH LQWHUYHLR QD ̸RSHUD©¥R̹ LQFOXLQGR D HTXLSD GH PDQXWHQ©¥R GR +RWHO TXH QRV GHX WRGR R DSRLR QHFHVV£ULR SDUD TXH QDGD IDOKDVVH H PXLWR PHQRV UHFODPD©·HV YLQGDV GH TXDGURV VXSHULRUHV YLVWR HVWDUPRV D WUDEDOKDU QD ̸FDYH̹ $ 6RFLHGDGH 7UDQVIRUPDGRUD GH 3DSHLV 9RXJD UHPRGHOD©¥R H DPSOLD©¥R GR 37 H VXEVWLWXL©¥R GRV GRLV 4 * % 7 H RXWURV TXDGURV GH GLVWULEXL©¥R VHUYL©R GH JUDQGH UHVSRQVDELOLGDGH H FRPSOH[LGDGH GHYLGR ¢ SRW¬QFLD LQVWDODGD GL

ILFXOWDGD SHODV GLPHQV·HV GDV LQVWDOD©·HV TXDQWLGDGH GH TXDGURV H FRPSULPHQWR GH FDERV 1RWD LPSRUWDQWH HVWHV WUDEDOKRV IRUDP H[HFXWDGRV DR ORQJR GH Y£ULRV PHVHV VHP TXH D I£EULFD VRIUHVVH KRUD GH SDUDJHP QD VXD SURGX©¥R )£EULFD GH 3DSHO H &DUW¥R GD =DUULQKD DXPHQWR GH SRW¬QFLD 3 7 WURFD GH WUDQVIRUPDGRU GH $ SDUD $ DXPHQWR GD FHOD GR PRQREORFR VXEVWLWXL©¥R GR 4 * % 7 $ H UHIRU©R GR EDUUDPHQWR GR WUDQVIRUPDGRU DR 4 * (VWH ¼OWLPR IRL XP WUDEDOKR PXLWR FRPSOH[R H GXUR SDUD VHU H[HFXWDGR DSHQDV H Vµ QXP ILP GH VHPDQD WHQGR HP FRQWD D SUH SDUD©¥R GD ̸RSHUD©¥R̹ 6DWLVID©¥R WRWDO SRU SDUWH GR FOLHQWH &RPR VHU£ I£FLO GH LPDJLQDU XPD HPSUHVD TXH HVW£ QR PHUFDGR K£ DQRV WHP QR VHX KLVWRULDO XP JUDQGH Q¼PHUR GH LQWHUYHQ©·HV DV TXH GHL GHVWDTXH IRUDP DV TXH QRV PDUFDUDP PDLV PDV « FHUWR TXH PXLWR PDLV KDYHULD SDUD FRQWDU 3DUD WHUPLQDU YRX PHQFLRQDU DOJXPDV REUDV TXH SHOD VXD GLPHQ V¥R QR TXH VH UHIHUHP DR IRUQHFLPHQWR GH TXDGURV HO«WULFRV PHUHFHP R QRVVR GHVWDTXH 7¼QHLV GD 0DGHLUD TXDGURV GH REUDV PµYHLV SDUD R LQWHULRU GRV W¼QHLV H FRQWUROR GD YHQWLOD©¥R &HQWUR GH 'LD ̰ 3DP SLOKRVD GD 6HUUD &HQWUDO %LRPDVVD 3DOVHU ̰ 6HUW¥ <HOORZWHO /DJRV 0HLD 3UDLD ̰ $OJDUYH &RUGH[ ̰ (VPRUL] 3RUWXFHO ̰ &DFLD *DPHWDO ̰ ̰ 2YDU 'RFH 5HLQD ̰ 3RPEDO

]1"+1 *,0 1/ )% / * &0 ,* *"+,0^ ,"r "+' *&* 7 0"+1&2 /&0" " ,+Ð*& .2" , - Ë0 "01Á 1/ 3"00 /i ,*, /" $&2 À *"0* i r $ %HQMDPLP 9D] VHQWLX H VHQWH DLQGD D FULVH HFRQµPLFD TXH R SD¯V DWUDYHVVD 8PD YH] TXH D IDWXUD©¥R GHVFHX WLYHPRV GH UHHV WUXWXUDU D HPSUHVD WLYHPRV GH D DMXVWDU D HVWD QRYD UHDOLGDGH 5H GX]LPRV SRVWRV GH WUDEDOKR WHQWDPRV UHGX]LU DR P£[LPR WRGRV RV FXVWRV ͤ[RV WHQWDPRV WUDEDOKDU PDLV FRP PHQRV &RP HVWDV PH GLGDV DFKDPRV TXH SRGHUHPRV ID]HU IDFH D HVWD FULVH H HVWDPRV D FRQVHJXL OR

,"r /"1"+!"8 À 0"*")% +Å !" *2&1 0 "*-/"0 0 -,/12$2"9 0 08 "5- +!&/ "+' *&* 7 - / , *"/ !, !" +$,) " ,Å * &.2"i r 2V QRVVRV TXDGURV HVW¥R HVSDOKDGRV SRU Y£ULRV SD¯VHV Q¥R GH XPD IRUPD GLUHWD PDV VLP GH XPD IRUPD LQGLUHWD DWUDY«V GRV QRVVRV FOLHQWHV QRPHDGDPHQWH $QJROD H 0R©DPELTXH

,"r .2& <; +,08 ,+!" " ,*, "01 /Á "+' *&* 7i r 6LQFHUDPHQWH" 1¥R ID]HPRV LGHLD̿ 8P P¬V GH FDGD YH] ZZZ RHOHFWULFLVWD SW R HOHFWULFLVWD


Turn static files into dynamic content formats.

Create a flipbook
Issuu converts static files into: digital portfolios, online yearbooks, online catalogs, digital photo albums and more. Sign up and create your flipbook.