Levantamento e análise das atividades do Serviço de Apoio ao Cliente

Abstract

The aim of this report is to make the description and the analysis of a full range of systems, processes and procedures concerning the operational activities of Ascendi'ʹs Customer Service. The goal is to obtain a diagnostic of the service, maximize performance and productivity of the working teams through written procedures that promote the consistency of current practices. A theoretical research was carried out based on existing literature and case studies, about the use of Service Blueprint, service specifications, and continuous improvement and change management. The survey was based on the Service Blueprint mechanism, which involved defining service requirements, process documentation, identification of underlying areas and positioning procedures within the organization. The methodology involved identifying the macroprocesses and processes associated with each activity, defining the information systems and documents of support and identifying the coordinators of each process. This has resulted in the following templates: organisational chart, macroprocesses, processes, interconnection of procedures, flowchart, procedures manual, information systems, dictionary of activities and procedures. The work carried out allowed the definition, identification and systematization of existing policies and procedures. Could promote a closer and better relationship among all stakeholders, areas, teams and departments of Ascendi. Aiming at establishing a close, enduring relationship able to promote customers'ʹ satisfaction, retention and loyalty, the preparation of a preliminary study was proposed to assess the future creation of a loyalty program. This study has essentially a theoretical ground, based on literature review, case studies and benchmarking.

Date of Award	15 Oct 2014
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Sofia Pinto (Supervisor)