Qualidade no atendimento: estudo de caso acerca do uso do PDCA como ferramenta para melhoria dos processos da empresa Eco Clinic, em São Luís-MA

Abstract

It is a great service offering in the current market, forcing companies to seek greater knowledge of their potential users who will in search of these services. Faced with growing competition, the focus becomes the customer, in order that your needs are met. Therefore, organizations must not only create awareness on their servers for good service, but also invest in training and new management practices. Therefore, this work is to establish relationships between organizational structure, service quality, customer satisfaction, taking into account the acts of Plan, Do, Check and Act (PDCA) as key factors for the level of business competitiveness. To achieve this goal, it departed from the approach of a case study involving the clinic of occupational medicine "Eco Clinic," aiming to meet personal values of employees and customers in order to promote the satisfaction of all stakeholders contribute to decisively to the company's success. The methods of observation and interviews with users were used to find flaws and propose changes in search of improvements.