MEDIR A SATISFAÇÃO DO CLIENTE COMO PRÁTICA
SISTEMÁTICA DE UMA ORGANIZAÇÃO COM QUALIDADE
Archimedes Azevedo Raia Junior
Renata Bredariol Furlan
Departamento de Engenharia Civil-DECiv da Universidade Federal de São Carlos-UFSCar
ABSTRACT
The organizations...
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MEDIR A SATISFAÇÃO DO CLIENTE COMO PRÁTICA
SISTEMÁTICA DE UMA ORGANIZAÇÃO COM QUALIDADE
Archimedes Azevedo Raia Junior
Renata Bredariol Furlan
Departamento de Engenharia Civil-DECiv da Universidade Federal de São Carlos-UFSCar
ABSTRACT
The organizations should understand the needs and the customers expectations and develop strategies to
assist them.
It is even to overcome them.
The mensurations allow to answer the three subjects.
Are the
management processes efficient? Where to act to changes and create improvements if they are necessary?
Will those changes take to the intended improvements or the effectiveness of the actions?
The mensuration of the customers reactions is important element in the Quality Management where the
knowledge of the perceptions and the customers reactions related to the business of a certain company it can
increase its possibilities to take better decisions.
There are other more subjective measures than they are
being used besides traditional quantitati
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