IMPACTO DOS SISTEMAS DE GESTÃO DA QUALIDADE, COM BASE NO PNQ E NAS NORMAS ISO 9000, NA SATISFAÇÃO DOS CLIENTES
Atendimento
PNQ
Percepção
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
Resumen
This work presents the results of an experience carried out under the auspices of the Regional
Direction of São Paulo Metropolitan, of the Brazilian post office: Empresa Brasileira de
Correios e Telégrafos. In this study, customers from nine agencies of this post office certified
by the ISO 9001:2000 and from others eighteen agencies that had strategically been elected
for future certification had been interviewed. These units, today, are enclosed in the Model of
Excellency of this post office, a model defined by the organization, based on the Criteria of
Excellency of the PNQ. The results from the research on the customer satisfaction suggest
that the attributes of the quality in the certified agencies had achieved greater success,
obtaining a better perception from customers in relation to the performance (productivity and
efficiency). However, the index differences obtained from the evaluation of the customers
was not so divergent between the two systems of management. Concluding, despite the small
difference, certainly, the ISO Certification contributed for the quality of the costumer
services, being a demonstration of the commitment of the company in relation to its customers
retail.
[Texto sem Formatação]
[Texto sem Formatação]
Tipo de documento
DissertaçãoFormato
application/pdf
Sujeta/Sujeto(s)
Gestão da qualidadeAtendimento
PNQ
Percepção
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO