Avaliação da qualidade nos serviços de limpeza na área industrial da Itaipu Binacional

Abstract

The study comes from the necessity to identify the user's opinion about cleaning services performed in the industrial area of Itaipu Binacional, investigating the quality of outsourced cleaning service that is performed in the Company. As specific objectives to measure the satisfaction of users in relation to cleaning services by the contracted company, to analyze the advantages and disadvantages of the provision of service by the outsourced company. We opted for the evaluation of cleaning services, because it is a service that has never been performed. The study was developed according to a qualitative and quantitative approach in all Technical Offices. 50 employees of the department were randomly selected. The results suggest that the services provided by the company contracted to execute the cleaning service showed that the contract needs to be reformulated, with changes in the periodicity of works to improve the quality of the products demanded by Itaipu and the supervision needs to be more present in the areas with the survey of the problems and quick solutions.