{"id":121,"date":"2008-12-10T15:28:32","date_gmt":"2008-12-10T17:28:32","guid":{"rendered":"http:\/\/advanceconsultoria.com.webserverwin.com\/blog\/?p=121"},"modified":"2014-03-14T18:07:17","modified_gmt":"2014-03-14T20:07:17","slug":"medicao-da-performance-da-qualidade-em-servicos-servqual","status":"publish","type":"post","link":"http:\/\/www.advanceconsultoria.com\/?p=121","title":{"rendered":"Implementa\u00e7\u00e3o da Medi\u00e7\u00e3o da Performance da Qualidade em Servi\u00e7os"},"content":{"rendered":"<p><!--more--><\/p>\n<p><span style=\"color: #ffffff;\">.<\/span><\/p>\n<p style=\"text-align: justify;\">Selecionar as m\u00e9tricas adequadas para compreender e monitorar a satisfa\u00e7\u00e3o dos clientes \u00e9 decisivo para que a empresa oriente suas a\u00e7\u00f5es e decis\u00f5es de melhoria na busca do atendimento destas necessidades, em especial no setor de servi\u00e7os, em que a reten\u00e7\u00e3o dos clientes \u00e9 uma fonte de vantagem competitiva.<\/p>\n<p><span style=\"color: #ffffff;\">.<\/span><\/p>\n<p style=\"text-align: center;\"><a href=\"http:\/\/www.advanceconsultoria.com\/wp-content\/servqual-1.bmp\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-1402\" title=\"servqual-1\" src=\"http:\/\/www.advanceconsultoria.com\/wp-content\/servqual-1.bmp\" alt=\"\" width=\"400\" height=\"301\" \/><\/a><\/p>\n<p><strong><span style=\"color: #ffffff;\">.<\/span><\/strong><\/p>\n<h3><span style=\"color: #800000;\">Assessoria T\u00e9cnica<\/span><\/h3>\n<p style=\"text-align: justify;\">A Advance Consultoria est\u00e1 capacitada para auxiliar na implementa\u00e7\u00e3o, tabula\u00e7\u00e3o dos dados, e elabora\u00e7\u00e3o de relat\u00f3rios com uma nova proposta para comparar a performance da qualidade do servi\u00e7o executado com a qualidade do servi\u00e7o que o cliente necessita com refer\u00eancia \u00e0s 5 Dimens\u00f5es da Qualidade avaliadas pelo SERVQUAL:<\/p>\n<p style=\"text-align: justify;\"><strong><span style=\"color: #ffffff;\">.<\/span><\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li><strong><span style=\"color: #000080;\">Tangibilidade:<\/span> <\/strong>A apar\u00eancia das instala\u00e7\u00f5es f\u00edsicas, equipamento, pessoal e materiais de comunica\u00e7\u00e3o.<\/li>\n<li><strong><span style=\"color: #000080;\">Confiabilidade:<\/span> <\/strong>A habilidade de realizar o servi\u00e7o prometido de maneira correta e precisa.<\/li>\n<li><strong><span style=\"color: #000080;\">Prestabilidade:<\/span> <\/strong>Desejo de ajudar os clientes e de fornecer o servi\u00e7o solicitado de forma correta e pontual.<\/li>\n<li><strong><span style=\"color: #000080;\">Garantia:<\/span><\/strong> Conhecimento e cortesia dos empregados e a sua habilidade em inspirar responsabilidade e confian\u00e7a.<\/li>\n<li style=\"text-align: justify;\"><strong><span style=\"color: #000080;\">Empatia:<\/span><\/strong> Cuidado, aten\u00e7\u00e3o individualizada que a empresa fornece aos seus clientes.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"color: #ffffff;\">.<\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"color: #800000;\">Relat\u00f3rio<\/span><\/h3>\n<p style=\"text-align: justify;\"><strong><\/strong><br \/>\nA Advance Consultoria fornece um relat\u00f3rio final completo sobre os dados e informa\u00e7\u00f5es obtidas nas avalia\u00e7\u00f5es realizadas pelos clientes.<\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #ffffff;\">.<\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"color: #800000;\">Treinamentos<\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #ffffff;\"><strong>.<\/strong><br \/>\n<\/span>Programas de treinamentos associados \u00e0s etapas do projeto de consultoria.<\/p>\n<p style=\"text-align: justify;\">\u00a0<\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #ffffff;\">.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"text-align: justify; margin: 0cm 0cm 0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto;\"><strong><span style=\"font-family: Verdana; color: #800000; font-size: 8pt; mso-bidi-font-size: 12.0pt;\">Para\u00a0saber mais ou solicitar\u00a0este servi\u00e7o para a\u00a0sua empresa, clique <\/span><\/strong><strong><span style=\"font-family: Verdana; color: #000080; font-size: 8pt; mso-bidi-font-size: 12.0pt;\"><a href=\"http:\/\/www.advanceconsultoria.com\/?page_id=7\" target=\"_blank\"><span style=\"color: #000080;\">aqui<\/span><\/a><\/span><\/strong><strong><span style=\"font-family: Verdana; color: #800000; font-size: 8pt; mso-bidi-font-size: 12.0pt;\">.<\/span><\/strong><\/p>\n<p class=\"MsoNormal\" style=\"text-align: justify; margin: 0cm 0cm 0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto;\"><span style=\"font-family: Verdana; color: #ffffff; font-size: 8pt;\">.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"text-align: justify; margin: 0cm 0cm 0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto;\"><span style=\"font-family: Verdana; color: #ffffff; font-size: 8pt;\">.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"text-align: justify; margin: 0cm 0cm 0pt;\"><span style=\"color: #000000;\"><span style=\"font-size: small;\"><span style=\"font-family: Times New Roman;\">\u00a0<\/span><\/span><\/span><\/p>\n<p class=\"MsoNormal\" style=\"text-align: justify; margin: 0cm 0cm 0pt;\"><span style=\"font-family: Times New Roman; font-size: small;\">\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #ffffff;\">.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #ffffff;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[121],"tags":[72,21],"class_list":["post-121","post","type-post","status-publish","format-standard","hentry","category-consultoria-consultorias","tag-desempenho","tag-qualidade"],"_links":{"self":[{"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=\/wp\/v2\/posts\/121","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=121"}],"version-history":[{"count":3,"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=\/wp\/v2\/posts\/121\/revisions"}],"predecessor-version":[{"id":5960,"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=\/wp\/v2\/posts\/121\/revisions\/5960"}],"wp:attachment":[{"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=121"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=121"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.advanceconsultoria.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=121"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}