AvaliaÃÃo da qualidade em serviÃos: uma abordagem pela teoria dos Sistemas Fuzzy

AUTOR(ES)

Cleriston Fritsch Damasio da Silva

DATA DE PUBLICAÇÃO

2008

RESUMO

The growth of the service sector can be detected in Classic Greece, having stagnated only during the period of the Industrial Revolution, in the 18th century, turning to grow in the second half of 20th century. All this period of prosperity reflects in the main used pointers world-wide to determine the magnitude of each economy sector: the tax of man power occupation, the participation in Gross Domestic Product (GDP) of each country and the added value. Such pointers prove that the service sector already is the sector of the world-wide economy that promotes the biggest movement of capital. Although this economic importance, many organizations have relegated investments in its activities of services. This work searches to present a detailing of the services sector, with an approach in the quality evaluation, characterizing its particularities, typologies and main evaluation models. Later, a method that allows a quantitative boarding in quality evaluating is proposed. For in such a way, the Fuzzy Sets Theory are used in the treatment of the data, allowing a more flexible and adjusted vision for the characteristics of the service sector and, in the sequence, an extension of the Technique for Order Performance by Similarity to Ideal Solution â TOPSIS, that informs the managers the distance of the current level of quality, if compared with a company that has a perfect quality by means of a global evaluation. The same technique was used to detect variations in the level of quality during the period searched through a stratified evaluation. Finally, the proposal is applied in a health-insurance that got a satisfactory result in the global evaluation, however was evident the possibility of improvement in all evaluated criteria, over all in the covering of the insurance. In the stratified evaluation, the variations in the quality level that had occurred during the research can make difficult the loyalty of the customer

ASSUNTO(S)

services conjuntos fuzzy fuzzy sets engenharia de producao quality evaluation avaliaÃÃo da qualidade serviÃos

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