Análise de desempenho dos servi?os de uma microempresa sob a perspectiva da estratégia de opera??es

摘要

The present work has the objective of analyzing the performance, in the operational scope, of a microenterprise that provides electric installation, residential and building automation services, to provide a direction to search for the alignment between operations and business strategies. A methodological proposed: process mapping, analysis of the matrix importance performance with correlation, suggestion of indicators and action plan. This study allowed the identification of a set of factors by which customers evaluate the company's performance. It was noticed a good performance in the compliance factor, but a low performance in a set of other factors, among which the price factor. One of the proposed indicators made explicitly possible or the company's negative performance in the year analyzed, and using some quality tools, it was possible to elaborate an action plan for the company to use as a starting point in the search for improvements in different business contexts.