Implementação de um sistema de atendimento: um estudo para o aprimoramento do modelo de atendimento das organizações

Abstract

Customer service management is one of the main pillars for all companies that provide this type of service, aiming to guarantee and establish customer service standards. Through service management, attendants are obliged to follow the standard model, thus ensuring standardization in the provision of services to the organization's customers. In this context, relying on Queuing Theory resources (to base and mathematically evaluate the service model and its effectiveness) and technology resources such as a Service Management System (SGA) is an extremely important factor to give fluidity to the process. service process as well as monitoring by managers. Thus, this research has an experimental and bibliographic character in reviewing the implementation of a service system that meets the models of Queuing Theory and manages to abstract the business processes from the service model in order to provide managers of organizations with information about the quality of service provided by their organizations. Thus, the implementation of the Service System aims to support decision-making to evaluate or re-evaluate the service model of organizations.