A qualidade na relação cliente-fornecedor interno (Back room versus Front Office) determinando a satisfação do cliente externo

Mabio Teodoro Borges, Abdul Rahman Said Darwich, Cyntia Meireles De Oliveira and Daniel Ferreira Da Silva

No 102894, 46th Congress, July 20-23, 2008, Rio Branco, Acre, Brazil from Sociedade Brasileira de Economia, Administracao e Sociologia Rural (SOBER)

Abstract: O crescimento do setor de serviços tem evidenciado a importância de as empresas dedicarem mais atenção à qualidade com que seus serviços são prestados. Dentre todos os aspectos considerados, um dos mais relevantes, porém muitas vezes deixado para segundo plano, refere-se à qualidade que deve estar presente nos serviços prestados internamente aos próprios funcionários das empresas, ou seja, na relação cliente-fornecedor interno. Neste caso, consideraremos a relação entre os setores de operações de serviços de retaguarda (BACK ROOM) e a frente de trabalho (FRONT OFFICE). Para avaliar a qualidade no atendimento em uma empresa, utilizaremos o Ciclo PDCA e o Diagrama de Pareto. The growth of the section of services has been evidencing the importance of the companies dedicate more attention to the quality with that their services are rendered. Among all of the considered aspects, one of the most relevant, however a lot of times left for second plan, refers to the quality that should be present in the services rendered the own employees of the companies internally, in other words, in the relationship internal customer-supplier. In this case, we will consider the relationship among the sections of operations of rearguard services (BACK ROOM) and the work front (FRONT OFFICE). Para to evaluate the quality in the service in a company, we will use the Cycle PDCA and the Diagram of Pareto.

Keywords: Industrial; Organization (search for similar items in EconPapers)
Pages: 10
Date: 2008-07
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Persistent link: https://EconPapers.repec.org/RePEc:ags:sbrfsr:102894

DOI: 10.22004/ag.econ.102894

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