Sistema de gestão de qualidade para satisfação dos clientes: um caso em uma organização militar

Abstract

This research demonstrates the study of quality in the customer service as a factor for the business growth, since the business world is constantly improving and promotes a competitive environment where, to survive, it is necessary for the company to present differentials, such as seek benefits that may attract, retain, satisfy, and also foment their customers’ loyalty. In order to achieve these goals, it is always necessary to understand and serve the customers, so that they may feel confidence in the products and services that the company is offering. It is substantial that the company always performs researches among its clients in an attempt to know the quality of the service, because it is the only possible way to identify the strengths and weakness of the company. Highlight the needs of the costumers is very important, as well as try to avoid the dissatisfaction and also keeping a good and long- lasting relationship between company and customer. The aim of this study was to promote knowledge about the quality of the service by bibliographic review, and thus, achieves the business permanence of the company in relation to its competitors. The quality control service brought benefits in some aspects, such as, delivery deadline, relationship with customers, quality of the products and in another customer services. Besides, the costs of the company and the numbers of mistakes made decreased while the confidence to the clients increased.