Avaliação da eficiência do serviço de atendimento ao cliente

• Autor(a) principal: Palma, Matheus Coutinho [UNESP]
• Data de Publicação: 2016
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UNESP
• Texto Completo: http://hdl.handle.net/11449/155367; http://www.athena.biblioteca.unesp.br/exlibris/bd/capelo/2017-04-25/000882347.pdf
• topic: Pesquisa operacional; Serviço ao cliente; Processo decisório; Decision making

Modeling is often used to help managers decide about productive processes. One of the techniques that is widely used for this purpose is the data envelopment analysis (DEA). This model hás been seen in many published works, and because of this fact it may seem easy to apply, otherwise the analyst should pay attention to some special features to ensure reliability of results. The most appropriate model, the orientation, as well as the selection of variables that will be present in the study, must be carefully selected. The study is conducted in order to assist managers of an online education startup branch in decision making on Customer Service, determining the relative efficiency of their attendants. Proper application of this nonparametric mathematical method can contribute to the application techniques, commonly used in academic environment, in the search for performance in enterprise environments. In the application, it's the operators' efficiency can be checked in each of the types of services (chat, web, email, as well as the total), but can also be noted that some employees do not use all these means. The difficulty in the case is mainly due to the complexity of evaluating the efficiency of human beings in the corporate environment, which can be influenced by shift they work, as the workload presented on these