Balanced scorecard em ambientes on-line, in-line e off-line aplicado à gestÃo da qualidade em empresas de serviÃos

AUTOR(ES)

Julino Andrà Correia da Silva

DATA DE PUBLICAÇÃO

2006

RESUMO

The evaluation of the quality faces a difficulty in companies that offer services, related to the no access of the services that can be an obstacle to the creation of indicators that represent the services. The main indicators of success of the companies are the financial indicators, but, more and more the non-financial indicators are getting importance. To know everything in the company is fundamental to the formulation of indicators. In this work, to characterize the processes of a company was used the environment of quality proposed for Paladini, making a trajectory of evaluation according to the environment to be analyzed. The objective was to formulate a model of evaluation that helps the elaboration of indicators to the companies of services and in the evaluation of quality using the tool of evaluation of performance, the Balanced Scorecard. The model of evaluation considers various aspects of the company to consolidate its objective, adapting to the details of the company, and also wants to use all the resources of the company and the support tools that more adapt to these aspects. The model proposed considers the humane resources as a source of quality, motivating the employees, defining the strong points of the company and the aspects to be improved, makes the clients path points for the definition of what must be quality to the company and represents these considerations in an easy model to be seen through the strategic map. With these characteristics, the model of evaluation of quality of the environments becomes a tool of easy application and flexible to any change in the external and internal environment of the company

ASSUNTO(S)

gestÃo da qualidade balanced scorecard, avaliaÃÃo da qualidade management of the quality environments of the quality engenharia de producao service serviÃos ambientes da qualidade balanced scorecard evaluation of the quality

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