SISSA: um modelo de sistema de serviÃo de atendimento da qualidade

AUTOR(ES)
DATA DE PUBLICAÇÃO

2009

RESUMO

The brazilian entrepreneur, following the world scenario and pressured by intense competition, has multiplied your action strategies to conquer a more demanding consumer, well informed, which presents distinct profiles and habits and disposes of a growing offering of new products and services. This process ended on a reorganization of the activities of the retail, expanding the traditional characteristics to manage a specialized attendance of quality. Every year many organizations submit for quality prizewinning competitions to stimulate their competitive positioning to the market in terms of management. One of the most reputed prizes is the âIn The Way Of Excellenceâ, a proposal of management excellence promoted by the National Foundation of the Quality through the Excellence Management Model (MEG) and its eight criteria; the State Prize of the Quality (PEQ-AL) is one of the state modalities. This work seeks to contribute in a consistent way to the organizations that intend to prioritize your management in a systemic methodology of adaptation to the requirements of the interaction between supplier and client or are interested on submit for quality rewards. On this way, the Model of the System of the Attendance Service proposal, associated to the Quality Function Deployment (QFD) will provide coherence to the purpose of attending the client s needs as an action strategy directed specially to the retail market, increasing the competitive profile of the organizations on this sector

ASSUNTO(S)

quality serviÃo engenharia de producao atendimento qfd service qualidade attendance varejo qfd retail

ACESSO AO ARTIGO

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