A intervenção ativa dos funcionários do banco da Amazônia de Pinheiro-MA. Como fator relevante na qualidade do atendimento

Abstract

In the current globalization process that happens, especially in the areas commercial and technological, among the emergent countries the one of first world, the Normalization and the Warranty of the Quality are two indispensable techniques for the development of an organization, vacationed to the placement of products in the market, that you/they overcome the customers' expectations or to the excellence Services rendered to the society. Particularly today, the competition is more and more intransigent, could appear in any moment and place, meaning, therefore, that the companies want they are State or multinational, they cannot feel excessively confident with the conquered competitive positions - market slices, credibility. It is because, in that scenery that the present work intends to emphasize to the customer's total satisfaction in what it plays to the attendance .A concern in the section it occupies prominence position in Brazil, where some companies already possess certifícation for ISO 9000 the great differential exactly it is in the enchantment to the customer, that that is not waited and it is surprised by our action. It still proposes the narrowing of the relationship of the company with the customer, constantly evaluating the satisfaction degree in relation to the product or service through quantitative indicators. It describes the registrations and conclusions of the rising that he/she had for objective to verify, starting ffom the employees' of the Bank of Amazonian S/A perceptions, the strategic decisions adopted by your leaders, in the last years, they contributed or not for the customer's satisfaction and increase of the competitiveness organizational. He/she/you had as I also aim at, to demonstrate that the motivation and leadership are resulted of attitudes of an administration of human resources gone back to the satisfaction and well to be of your employees, taking for base the rewards and benefits offered to the employees. He/she/you becomes, therefore undeniable the importance of investing in the Man and in the middle in which lives so that, with the quality in the installment of the Services supplied the customer, a certain company it will be able to, more and more, to jump over the steps of the success, because he/she will always have a strong levei of competitiveness. It is fundamental to point out the importance of the internai customer's participation in the application of the process, which without a doubt it would be the principal multiplier in the organization