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dc.creatorda Silva, Erika Cristina
dc.creatorOprime, Pedro Carlos
dc.date2015-04-30
dc.date.accessioned2019-04-17T22:08:18Z
dc.date.available2019-04-17T22:08:18Z
dc.identifierhttp://revistas.ubiobio.cl/index.php/RI/article/view/1918
dc.identifier.urihttp://revistaschilenas.uchile.cl/handle/2250/49958
dc.descriptionO objetivo deste estudo é propor um método de gestão da satisfação dos clientes que integre as necessidades de diferentes setores industriais atendidos pela indústria siderúrgica nacional: setor aeroespacial, que inclui os fabricantes nacionais e internacionais de componentes para aviação; o setor de autopeças, no caso fabricantes de componentes para a indústria automotiva; e outros setores como o de máquinas e de pequenos fabricantes de peças metálicas (dobras, perfuração e usinagem de metais).  Em geral, três padrões de sistemas de gestão são utilizados por essas indústrias: a norma de qualidade ISO 9001, a ISO/TS 16949 e a NBR15100. Apesar de conceitualmente essas normas focarem no atendimento de requisitos para um sistema de gestão da qualidade, há especificidades setoriais a serem atendidas pela organização. Tendo como pano de fundo essas normas, o método de pesquisa aplicado constituiu-se de um modelo conceitual-teórico dos sistemas de gestão do desempenho de campo de produtos e da satisfação de clientes. Cada setor tratado envolve particularidades na coleta e a análise sistemas de gestão do desempenho de campo de produtos e da satisfação de clientes. O resultado deste trabalho foi propor um método de gestão da satisfação de clientes composto por catorze passos, os quais possibilitam a gestão das informações necessárias ao controle de processos relacionados aos clientes, bem como dar suporte à espiral de melhoria dos produtos, processos e serviços fornecidos pela organização.The objective of this study is to propose a customer satisfaction management method that integrates the needs of different industrial sectors domestic steel industry: aerospace, which includes national and international manufacturers of components for aviation; the auto parts industry, where manufacturers of components for the automotive industry; and other sectors such as machinery and small manufacturers of metal parts (bending, drilling and machining of metals). In general, three patterns of management systems are used by these industries: the quality standard ISO 9001, ISO / TS 16949 and the NBR15100. Although conceptually these standards focus on meeting requirements for a quality management system, there are sectorial specificities to be met by the organization. Against the background of these standards, the applied research method consisted of a conceptual-theoretical model of the product field performance management systems and customer satisfaction. Each treaty particular sector involves the collection and analysis products of field performance management systems and customer satisfaction. The result of this work was to propose a method of managing customer satisfaction consists of fourteen steps which enable the management of information necessary to control processes related to customers and support the spiral of improvement of products, processes and services provided by the organization.es-ES
dc.formatapplication/pdf
dc.languagespa
dc.publisherUniversidad del Bio-Bioes-ES
dc.relationhttp://revistas.ubiobio.cl/index.php/RI/article/view/1918/3236
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dc.rightsDerechos de autor 2015 Revista Ingeniería Industriales-ES
dc.sourceRevista Ingeniería Industrial; Vol. 14 Núm. 1 (2015)es-ES
dc.source0718-8307
dc.source0717-9103
dc.titleProposta de um método de gestão da satisfação dos clientes baseado em normas setoriaises-ES
dc.typeinfo:eu-repo/semantics/article
dc.typeinfo:eu-repo/semantics/publishedVersion


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