Utilize este identificador para referenciar este registo: http://hdl.handle.net/10362/13900
Título: Achieving better service level results, through improvements in procedures
Autor: Moreira, Tiago Gonçalo Begucho
Orientador: Soeiro, Filipe Castro
Palavras-chave: Quality of service
Customer Satisfaction
Customer Loyalty
Operations Management
CRM
KPI
Process Reengineering
SLAs
Data de Defesa: Jan-2014
Resumo: This project aims to prepare Worten Empresas (WE) fulfilling the increasing market demand through process changings, focusing on the Portuguese market, particularly on internal B2B clients1. Several methods were used to measure the current service level provided - process mapping, resources assessment, benchmark and a survey. The results were then used to compare against service level actually desired by WE’s customer, and then to identify the performance gaps in response times and quality of the follow-up during the sales process. To bridge the identified gaps, both a set of recommendations and an implementation plan were suggested to improve and monitor customer experience. This study concluded that it is possible to fulfill the increasing level of demand and at the same time improve customer satisfaction by implementing changes at the operations level.
URI: http://hdl.handle.net/10362/13900
Designação: A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics
Aparece nas colecções:NSBE: Nova SBE - MA Dissertations

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