Gestão da qualidade a partir do valor do cliente : o caso do restaurante "o filé"

Abstract

This paper presents the report of supervised internship practice that occurred in the restaurant The filet, located in the municipality of Canguaretama/RN, from 09/16/2019 to 09/11/2019. The work plan covered as activities the accomplishment of the study of demand and perception of quality of the service provided by the restaurant. A customer satisfaction survey was carried out at the establishment using printed questionnaires, which identified the most important quality attributes and the numerical scale classification of each item attributed to the company and its competitors. Through customer value analysis tools (Gale, 1996), it was possible to verify the performance of The filet and the other competitors and to create a customer value map from the perceived quality index of the analyzed enterprises. These elements indicate the company's sales progress and market share. They enable the manager to identify through the data the most effective strategic moves needed to improve their performance. It can be concluded that the research proceeded as expected and that its objective was properly achieved, generating significant contributions for both parties involved.