Produção Nacional
Impacto do ciclo PDCA no processo de atendimento aos clientes em empresa de aviamentos
2020; Volume: 1; Issue: 3 Linguagem: Inglês
ISSN
2675-8539
AutoresFabiano Roberto de Brito, Max Leandro de Araújo Brito,
Tópico(s)Education and Digital Technologies
ResumoCurrently, management is an important competitive factor among companies from all over the world, in the most varied sectors. The quality present in the services to increase customer satisfaction is a determining and decisive aspect, and must be considered. This study aims to analyze the possible impact of the PDCA cycle if used in the customer service process at Casa das Linhas. The study methodology is qualitative, including the application of an in-depth interview with the company manager, as well as observation. As a result, the study points out that the company works to serve and listen well to customers, always trying to solve problems. However, methods for increasing the speed of service are still lacking, given that they have a reduced staff. They do not have an after-sales policy, and as an attractive feature, it points out the variety of products and the low price. Finally, the study concludes that the use of the PDCA cycle can assist in the understanding of existing problems and how to be solved, since it is continuous and contributes to the development of processes in the best possible way, being able to generate improvements in service, minimizing failures and modifying routines.
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