Análise de expectativas de clientes da iniciativa privada quanto a uma empresa prestadora de serviços de engenharia

Abstract

This paper presents a case study of an engineering company that is currently working with the public sector and would like to join the world of private initiative to expand its name among great companies. In order to achieve that, the opinion of the new type of clients, innovation opportunities and improvement points of the company are going to be raised as well as positive qualities already existing inside the company. Two questionnaires are applied to potential clients from the private initiative só that, using the QFD tool, the work environment of the company is compared to the expectations of these clients in order to identify relevant information for a future plan of internal changes. This tool also allows comparing the company with rival ones. The study shows that the main improvement points in the company that ensure the clients’ satisfaction are to provide service warranty, develop marketing strategies, have a partnership between the company and its clients and to ensure the quality of services delivered. Moreover, it is recommended that the company focuses on disclosure of its technical quality and building an image of credibility stating its principles of performance under the law, showing the long-term customers and their opinions about the company and also company’s environmental concerns.