dc.contributor | Siluk, Julio Cezar Mairesse | |
dc.contributor | http://lattes.cnpq.br/8315298509051752 | |
dc.contributor | Ruppenthal, Janis Elisa | |
dc.contributor | http://lattes.cnpq.br/7074971060238600 | |
dc.contributor | Simoneto, Eugênio de Oliveira | |
dc.creator | Funke, Edson | |
dc.date.accessioned | 2015-11-16 | |
dc.date.available | 2015-11-16 | |
dc.date.created | 2015-11-16 | |
dc.date.issued | 2015-03-13 | |
dc.identifier | FUNKE, Edson. MODELING FOR THE PERFORMANCE MEASUREMENT BASED ON THE SATISFACTION OF CUSTOMERS OF BRASILATA S/A. 2015. 95 f. Dissertação (Mestrado em Engenharia de Produção) - Universidade Federal de Santa Maria, Santa Maria, 2015. | |
dc.identifier | http://repositorio.ufsm.br/handle/1/8352 | |
dc.description.abstract | The models of performance measurement help in decision-making, reflecting the organization's strategy into a set of measures which are capable of performing the measurement of its performance. In this scenario, the present work has the objective to propose a model of performance measurement based on the satisfaction of company's customers Brasilata S/A. This model is responsible for indicator of customer satisfaction from the perspective of the Balanced Scorecard (BSC). The proposed model consists in the application of a diagnostic for measuring the satisfaction indicator applied to customers of the company. The modeling presents in its assessment phase, the index of individual satisfaction of each customer, thus permitting the comparison and discussion of the results obtained. It is concluded that it is possible to measure and evaluate the level of satisfaction of customers of the company object of study through the use of the proposed model, where it is found that the overall rate of customer satisfaction reached the level of 98.68 %. | |
dc.publisher | Universidade Federal de Santa Maria | |
dc.publisher | BR | |
dc.publisher | Engenharia de Produção | |
dc.publisher | UFSM | |
dc.publisher | Programa de Pós-Graduação em Engenharia de Produção | |
dc.rights | Acesso Aberto | |
dc.subject | Mensuração de desempenho organizacional | |
dc.subject | Indicadores de desempenho | |
dc.subject | Satisfação de cliente | |
dc.subject | Competitividade | |
dc.subject | Measurement of organizational performance | |
dc.subject | Performance indicators | |
dc.subject | Customer satisfaction | |
dc.subject | Competitiveness | |
dc.title | Modelagem para a mensuração de desempenho com base na satisfação de clientes da Brasilata S/A | |
dc.type | Dissertação | |