Dia da qualidade: Análise da estratégia de melhoria contínua utilizada pelo Itaú Unibanco S.A. – Agência 4525 São Luís Renascença

Abstract

Quality is of great importance for organizations seeking growth, because this guides how to act with excellence to attract and preserve the clients, always overcoming their expectations. In providing services, quality practices are to answer customer needs in a personalized way. The overall goal is show and analyze the effectiveness of the tool, Quality Day developed by Itaú’s Quality Management System, at the agency 4525, is perform an appreciation and answer in a clear and objective way the questions about the satisfaction of the customers. The specific objectives are related to realize a bibliographic research about the quality, describe the Itaú’s QMS, delineate the tool of continuous improvement and determine the system effectiveness. For the elaboration of this present work exploratory, descriptive, bibliographical and documentary research were realized. With the analysis of the results, it was verified the tool effectiveness and that to improve customer satisfaction in the services provided, at 4525 Agency São Luis Renascença, it will be necessary a greater commitment on Quality Days and dissemination of good practices, but on the other hand, it was observed the importance of the tool of continuous improvement in search to exceed customer expectations