Gerenciamento da força de trabalho de campo nas pequenas empresas prestadoras de serviços de telecomunicações

Abstract

Nowadays, competitiveness is increasing, the speed of information that travels through social networks is astronomical and therefore it is very important to keep the customer satisfied. A comment or negative evaluation can quickly reach future customers, which directly affects the reputation of the company. Reduce costs, differentiated service, customer satisfaction, total quality, are not the reality of all companies providing services, mainly telecommunications companies to which this work is directed. The purpose of this research is to present a proposal of management application of telecommunication tasks performed at the client's home, using a simple and objective project, based on the existing tools that serve large companies. The theoretical approach is aimed at small companies, being service providers in the area of telecommunications. The model presented aims to broaden the vision of the management to the entrepreneur, helping him in the reflections, making decisions, as well as to help him to be more competitive in the market. The focus is on the management of the services, more specifically, in the scheduling to meet the needs of customers in their homes or businesses. The intention is to reduce uncertainties as to who will attend, what time will arrive, how much time will need to perform the activity, among other issues. A positive factor to invest in this application is that in the telecommunications area there is a very large demand for technicians installing and maintaining telephony, TV, Internet services, gate automation and camera monitoring and others. In this way potentially increases the number of companies that need fieldwork monitoring systems.