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Qualidade na Prestação de Serviço como diferencial competitivo no mercado.

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Qualidade na Prestação de Serviço como diferencial competitivo no mercado.

  1. 1. Qualidade na Prestação deQualidade na Prestação de Serviço como DiferencialServiço como Diferencial Competitivo no MercadoCompetitivo no Mercado Senac-RN | Caicó, 09 de Julho de 2013
  2. 2. Qualidade é a consistente conformidade com as expectativas dos consumidores. O QUE É QUALIDADE? JURAM o “pai” da Qualidade responde: A qualidade consiste nas características do produto que vão de encontro às necessidades dos clientes e, dessa forma, é proporcional a satisfação em relação ao produto.
  3. 3. Qualidade na Prestação de ServiçoQualidade na Prestação de Serviço Com a globalização houve a expansão de empresas nos mercados do mundo inteiro, com isso veio a concorrência e a competitividade, as exigências de seus clientes aumentaram na mesma proporção, exigindo que as organizações sejam flexíveis para alcançar equilíbrio no mercado e alcançar a capacidade de predizer os desejos dos clientes e do mercado, onde o cliente é a pessoa mais importante de seu negócio e mais, é disputado pelo mercado como um todo. O que fazer com que o consumidor seja seu cliente?
  4. 4. A QUALIDADE NA PRESTAÇÃO DE SERVIÇO.A QUALIDADE NA PRESTAÇÃO DE SERVIÇO. SATISFAÇÃOSATISFAÇÃO DO CLIENTEDO CLIENTE SATISFAÇÃOSATISFAÇÃO COMPARTILHADA PELOSCOMPARTILHADA PELOS CLIENTES SATISFEITOSCLIENTES SATISFEITOS SATISFAÇÃOSATISFAÇÃO COM MELHORIACOM MELHORIA DOS RESULTADOSDOS RESULTADOS ORGANIZACIONAISORGANIZACIONAIS 3s + =
  5. 5. - A QUALIFICAÇÃO DOS COLABORADORES;- A QUALIFICAÇÃO DOS COLABORADORES; - A OTIMIZAÇÃO DAS ROTINAS ADMINISTRATIVAS ;- A OTIMIZAÇÃO DAS ROTINAS ADMINISTRATIVAS ; - ENVOLVIMENTO DETODOS NO PROCESSO DE EXCELÊNCIA DA- ENVOLVIMENTO DETODOS NO PROCESSO DE EXCELÊNCIA DA ORGANIZAÇÃO ;ORGANIZAÇÃO ; -TRABALHAR SOB ADMINISTRAÇÃO PARTICIPATIVA ;-TRABALHAR SOB ADMINISTRAÇÃO PARTICIPATIVA ; - SATISFAZER O CLIENTE E SUPERAR AS SUAS EXPECTATIVAS;- SATISFAZER O CLIENTE E SUPERAR AS SUAS EXPECTATIVAS; Dentre as variáveis abordadas pela Qualidade na Prestação de Serviço, o Atendimento é fundamental. É o Atendimento que realiza a interação organização-cliente. As pessoas conhecem a organização através de suas instalações físicas e de seu contato com os funcionários dessa organização.
  6. 6. Diferencial CompetitivoDiferencial Competitivo Característica ou aspecto positivo que serve para destacar o produto, serviço, pessoa ou ideia das demais existentes. Assim, em meio a tantos outros produtos muito parecidos, quem usar um diferencial poderá ser mais bem reconhecido pelo consumidor, como sendo único. Exemplos: Facilidade de efetuar a compra ou um ótimo trabalho de pós-venda.
  7. 7. Referências: ROTHERY, Brian. ISO 9000. São Paulo, Makron Books,1993.p.13. Em:<http://www.administradores.com.br/ artigos/marketing/o-que-e-diferencial- competitivo/59366/>.Acesso em: 08 de Julho de 2013. Em:<http://pt.wikipedia.org/wiki/Joseph_M oses_Juran />.Acesso em: 08 de Julho de 2013. Em:<http://www.slideshare.net/adorepum p/introduo-gesto-da-qualidade- presentation />.Acesso em: 08 de Julho de 2013.Fim

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