Qualidade da assistência técnica: avaliação econômica do sistema de gestão de qualidade nos processos de assistência técnica

Abstract

This paper aims to analyze financial sensitivity in the technical assistance sector of a multinational. Therefore, some interviews and applied quality tools, such as brainstorms and the cause and effect diagram, were carried out. However, it was possible to identify the main causes for the problem of unavailability of technicians. Thus, an initial solution was created to create financial scenarios to evaluate which decision-making would be the most plausible. Finally, evaluate to what extent the solution could be applied. The best performing scenario was the assistance to hire only a new technician, since only then would it be maximizing its net income and the percentage representative of this profit from the generated revenue.