O uso das ferramentas da qualidade para a melhoria no setor de atendimento ao cliente

Abstract

This course conclusion paper corresponds to a case study in a real estate company in Aracaju with the objective of identifying the causes of problems in the customer service sector and proposing improvement actions for this sector through the use of quality tools. . Through on-site observation, dissatisfaction was found by some employees, which leads to poor service and due to the high competition in this market segment, which is increasing and looking for continuous improvement of products offered and the search For the satisfaction of its customers, the following question arises: What needs to be done so that the company under study can improve the service sector, thus minimizing the cancellation rate and attracting more customers? For data collection, quality tools were used such as: Ishikawa Diagram, Flowchart, Five whys and the PDCA cycle, which served to show the causes of problems in the care sector, describe the process, collect the possible causes of problems, as well as prioritizing them. We also used the 5W2H action plan with proposed improvements to the service sector. Given this, the study served to identify problems in the service sector and propose improvements to achieve customer satisfaction and increase their competitiveness in the market.