A análise de agrupamentos como instrumento de apoio à melhoria da qualidade dos serviços aos clientes

Roberto Giro Moori, Reynaldo Cavalheiro Marcondes and Ricardo Teixeira Ávila

RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), 2002, vol. 6, issue 1, 63-84

Abstract: This article deals with the application of cluster analysis as an instrument for gathering key products with similar characteristics, emphasizing the quality of services offered to the customers. The theoretical fundament to priorize the quality of services offered to the customers is based on the work of Christopher (1997), which suggests grouping the key products with the use of cluster analysis. Grouping key products helps decisions making through efficient indications aiming improvement of the levels of services to the customers and profitability of the products. To undergo the study, the methodology was applied to a Brazilian auto-parts company (supplier of products to the national and foreign assembly plants) the Sabó Automotive Systems. The results show that the methodology is feasible of being applied, despite the use of more elaborated statistical techniques. Finally, it suggests the incorporation of the customer needs in the analysis as a way of improving the methodology effectiveness.

Date: 2002
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Persistent link: https://EconPapers.repec.org/RePEc:abg:anprac:v:6:y:2002:i:1:159

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