Primarização x terceirização de serviços no setor elétrico: uma análise para a melhoria continua da satisfação do cliente

Abstract

With the constant changes in the processes that involve the services provided by individuals or legal entities and with emerging issues in contemporary societies such as Shared Services, we are faced daily with great difficulties as to the Quality of Services offered to the clients of a given segment or their daily needs. When we talk about outsourcing services we cover a series of questions about the quality of services, since we visualize in several professional outsourced segments that do not demonstrate the same enthusiasm in the end customer service than the effective employees of the service companies that hire the outsourced companies. In this context, I address the position regarding the advantages and disadvantages of outsourcing of services in the electric sector, as opposed to the quality of services and services provided by an Electric Power Distributor authorized by a concession term, governed by a supervisory body, ANEEL.