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- Title
QUALIDADE EM SERVIÇOS: análise de indicadores do suporte técnico em empresa de tecnologia na cidade de Maringá-PR.
- Authors
ENDRICI, João Otávio Montanha; GRASSANO NETO, Ricardo Antonioli
- Abstract
The main objective of this study, was to analyze the performance indicators of the technical support department of a technology company in the north of Paraná, to understand how the company measures quality in customer service. They were based on concepts related to Value Pack, Performance Indicators, Quality in Services, Net Promoter Score (NPS) and the contextualization of the IT sector in recent years. To improve the understanding of the department's performance indicators, the company's conception of quality in this service, analyzing the NPS indicator in a given period and identifying the improvement actions taken by the managers. Knowledge was built through company documents and interviews with managers. The latter proved to be of great importance for the completion of the work, as they managed to cover many details regarding the general context of the department and their respective views on the most technical topics. It is concluded that the company object of study is concerned with the quality of its deliveries and the performance indicators are used to measure them and take improvement actions.
- Subjects
QUALITY of service; KEY performance indicators (Management); CUSTOMER services; PROMOTERS (Genetics); DEPARTMENTS
- Publication
Caderno de Administração, 2020, Vol 28, Issue 1, p80
- ISSN
1516-1803
- Publication type
Article
- DOI
10.4025/cadm.v28i1.52587