Busca da satisfação dos clientes externos atraves da analise dos resultados dos atributos da qualidade : uma aplicação na industria de autopeças / The search for external customeres satisfaction through analysis of the quality attributes results : an autoport industry study case

AUTOR(ES)
DATA DE PUBLICAÇÃO

2005

RESUMO

The aim of this case study, is to make critical analyze on the quality attributes focused on reaching customer satisfaction. The company studied is inserted in auto part of Brazilian automotive market. The study begins with a bibliography review regarding aspects to increase customer?s satisfaction. A conceptual chart was identified and the company was analyzed against attributes related to the products aspects to reach customers satisfaction. This attributes were called quality attributes. The company has a structured Management System and theirs quality attributes are spread out and can be assessed individually. The case study proposes quality radar as a tool to get through the identification of the elements that needs to be improved to increase customer satisfaction. Customer?s requirements, deployment and monitoring are assessed in this study case too. Customer?s add value processes management were analyzed and theirs indicators to check theirs performance. In front of this, opportunities of improvements opportunities on the quality environment have been identified. Finally, the study propose a visual tool (quality radar) to monitor quality attributes, focusing on customers? satisfaction through quality culture strength

ASSUNTO(S)

marketing marketing satisfação do consumidor automoveis - peças - marketing consumer satisfaction gestão da qualidade total total quality management customer relations management marketing automobile parts

ACESSO AO ARTIGO

Documentos Relacionados