bachelorThesis
Controle total de qualidade: estudo de caso no banco Itaú Unibanco
Fecha
2019-06-25Registro en:
MATHEUS, Priscilla Rocha. Controle total de qualidade: estudo de caso no banco Itaú Unibanco. 2019. 47f. Monografia (Graduação em Ciências Contábeis) - Universidade Federal do Rio Grande do Norte, Centro Sociais de Ciências Aplicadas, Departamento de Ciências Contábeis, Natal, RN, 2019.
Autor
Matheus, Priscilla Rocha
Resumen
It is understood that the survival of the company is related intrinsically with the level of customer satisfaction, so this research aims to verify if the use of quality tools were able to propel the satisfaction of account holders at Itaú Unibanco, between the years of 2008 to 2018. To achieve the goal, the study conducted a qualitative research on approaching the problem. The quality of services and care is analyzed in a way that proves that the use of quality tools brings benefits to the corporation, having in this way the explanatory character. Data collection took place between February and May 2019. The information was found on the Itaú Unibanco website in its reports on the Investor Relations section, in the sustainability segment, in the planning strategy, in the consumer statistical files, "Made for You", in the bankline campaign and "Our Way to Do".After data collection and analysis of these data, it is possible to identify not only the use of the tools inherent to total quality control, such as the flowchart that sequentially illustrates process steps in order to monitor, correct failures and gain efficiency or the Ishikawa diagrams and dispersion which prove the correlation of cause and effect about a problem, but it is also possible to verify the evolution regarding customer satisfaction over the years. Finally, it has been conceivable that there is an ever-increasing search for continuous improvement of the bank with its customers, and in this way it is possible to ensure that the use of quality tools are able to provide benefits to customers and to the company.