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Publication
A tangibilidade de um serviço de manutenção de elevadores
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| 238.53 KB | Adobe PDF |
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Advisor(s)
Abstract(s)
O conceito de excelência num serviço pressupõe uma atitude e um comportamento que
estão muito para além do empenhamento e focalização no cliente, que tradicionalmente
tem vindo a ser praticado por muitas empresas nas últimas décadas.
De facto, actualmente existe uma orientação mais abrangente e alargada, acerca daquilo
que é e como deve ser prestado um serviço.
Um serviço, particularmente um serviço de manutenção de elevadores, pode e deve ser
mais diferenciado, mais tangível, mais parametrizado, para que se possa avaliar e medir
com mais assertividade a sua execução.
São poucos, para não dizer que não existem, os estudos e trabalhos dedicados a este
tema, pelo que o desafio deste trabalho foi precisamente esse, o de abordar um tema
muito específico, mas de grande importância para o universo empresarial.
A maior parte das abordagens a este tema tendem a enfatizar a qualificação dos técnicos
e o cumprimento dos procedimentos de qualidade, esquecendo a importância das
relações interpessoais entre esses técnicos e os seus clientes, em complemento com as
suas características pessoais e situacionais, bem como a importância da planificação da
manutenção.
Tendo como caso de estudo uma empresa que exerce a sua actividade na área da
elevação, procurou-se identificar os vários aspectos que carecem de melhoria, no
serviço de manutenção prestado, por forma a tornar esse mesmo serviço mais
percepcionado e apreciado pelos clientes.
Por essa razão, foram feitos vários inquéritos à satisfação dos clientes, cujos resultados
serviram para definir novas estratégias e orientações, sendo de destacar que a principal
medida a implementar é o da certificação do serviço, nomeadamente o de certificar a
sua principal dimensão que é a execução do plano de manutenção preventiva, que os
técnicos realizam diariamente nas várias instalações que possuem espalhadas pela sua
rota de manutenção.
The concept of excellence service assumes an attitude and behavior that are far beyond the commitment and focus on the client, which traditionally has been practiced by many companies over the past decades. In fact, at the moment, there is a more comprehensive and wider orientation, about what it is and how the service should be done. A service, particularly a lift maintenance service, can and should be more differentiated, more tangible, more parameterized, so that we can evaluate and measure with more assertiveness. Are few, for not to say don’t exist, the studies and works devoted to this issue, so the challenge of this work was precisely that, to address a very specific matter, but with great importance for the business area. Most of the approaches to this topic tend to put more emphasize in the technical qualification of the technicians and with quality procedures compliance, forgetting the importance of interpersonal relationships between these technicians and their clients, in addition to the personal and situational characteristics, as well the importance of the maintenance planning. Having as a case study a company which carries on business in the area of elevation, were identified the various aspects that required improvement, preventive maintenance service, in order to make this service even more perceived and appreciated by the customers. For this reason, were made several customer satisfaction inquires, whose results served to define new strategies and guidelines, including that the main measure is to implement the service certification, in particular attest his main dimension which is the execution of the preventive maintenance plan, which the technicians carry out daily in many installations that have spread by its maintenance route.
The concept of excellence service assumes an attitude and behavior that are far beyond the commitment and focus on the client, which traditionally has been practiced by many companies over the past decades. In fact, at the moment, there is a more comprehensive and wider orientation, about what it is and how the service should be done. A service, particularly a lift maintenance service, can and should be more differentiated, more tangible, more parameterized, so that we can evaluate and measure with more assertiveness. Are few, for not to say don’t exist, the studies and works devoted to this issue, so the challenge of this work was precisely that, to address a very specific matter, but with great importance for the business area. Most of the approaches to this topic tend to put more emphasize in the technical qualification of the technicians and with quality procedures compliance, forgetting the importance of interpersonal relationships between these technicians and their clients, in addition to the personal and situational characteristics, as well the importance of the maintenance planning. Having as a case study a company which carries on business in the area of elevation, were identified the various aspects that required improvement, preventive maintenance service, in order to make this service even more perceived and appreciated by the customers. For this reason, were made several customer satisfaction inquires, whose results served to define new strategies and guidelines, including that the main measure is to implement the service certification, in particular attest his main dimension which is the execution of the preventive maintenance plan, which the technicians carry out daily in many installations that have spread by its maintenance route.
Description
Keywords
Serviço Manutenção Certificação Elevadores Qualidade Ambiente Segurança Service Maintenance Certification Elevators Quality Environment Safety