Material Complementar Gestão Da Qualidade em Serviços
February 1, 2023 | Author: Anonymous | Category: N/A
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Obstëj ml qulegmlmb bd sbrvgïjs
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Dbtl ml luel luel Lprbsbntlr j prjkbssj mb obstëj ml qulegmlmb b mj mbsbdpbnfj bd sbrvgïjs.
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Lj nle mbstl luel, vjké mbvbrì sbr klplz mb9 lvleglr js krgtçrgjs mb mbsbdpbnfj bd sbrvgïjs0
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gmbntgklr b lvleglr js prjhebdls qub jkjrrbd nl prbstlïëj bd sbrvgïjs0
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lnlegslr l gdpjrtènkgl ml pbrkbpïëj mjs lspbktjs tlnoävbgs nj prjkbssj mb m b lvleglïëj ml qulegmlmb bd sbrvgïjs0
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lvleglr l qulegmlmb mjs rbsuetlmjs qub js sbrvgïjs jcbrbkbd.
Qrç-rbqugsgtjs Qrç-rbqugsgtjs Qlrl dbefjr bntbnmgdbntj mbstl luel, rbvbil js gtbns ―Cjrdls mb vlejr mj prjmutj b mj sbrvgïj— b ―J qub tbd vlejr plrl j kegbntb—, ml Luel 3 (Lorbolnmj Slejr pjr dbgj mb Qrjmutjs b [brvgïjs). [b rvgïjs).
Obstëj mb Jpbrlïòbs mb [brvgïj | Obstëj ml qulegmlmb bd sbrvgïjs
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Qjr sbrbd gntlnoävbgs b bnvjevbrbd udl bxpbrgénkgl gnkjdud kjd j kegbntb, js sbrvgïjs sëj lvleglmjs pjr dbgj mj usj mb krgtçrgjs mb mbsbdpbnfj b tldhçd pjr dbgj mb mgdbnsòbs mb qulegmlmb. Sleb ebdhrlr qub j mbsbdpbnfj mj sbrvgïj b j mj prjmutj sëj hbd mgcbrbntbs. J mbsbdpbnfj mj prjmutj sû mbpbnmb mjs sbus ltrghutjs cunkgjnlgs. Iì j mbsbdpbnfj mj sbrvgïj ç crutj mb mgvbrsjs cltjrbs9 ejkle jnmb j sbrvgïj ç prbstlmj0 gnstlelïòbs jnmb jkjrrb j sbrvgïj0 bqugpldbntjs b dltbrglgs utgegzlmjs nl prbstlïëj mj sbrvgïj b l pbssjl ju orupj mb pbssjls qub bxbkutld j sbrvgïj. Jutrl mgcbrbnïl cunmldbntle bntrb ls lvleglïòbs mb prjmutjs b sbrvgïjs kjnsgstb nj sbougntb9 j prjmutj pjmb sbr lvleglmj lntbs mb sbr kjdprlmj b j kegbntb pjmb tbstlr j prjmutj lntbs mb bcbtulr l kjdprl. Kjd j sbrvgïj, gssj nëj ç pjssävbe, l nëj sbr qub l bdprbsl mb sbrvgïjs rbsjevl clzé-ej pjr sbu prûprgj rgskj, kjdj, pjr bxbdpej, clzbr prjdjïòbs mj tgpj ―[b nëj ojstlr mj sbrvgïj, nëj ploub—. Qjmbdjs pbrkbhbr l qulegmlmb mj prjmutj pbej sbu cjrdltj, mbsgon, tldlnfj, kjr b mbsbdpbnfj. Iì l qulegmlmb mj sbrvgïj ç mb mgcäkge vgsulegzlïëj b lvleglïëj. Bnqulntj l lvleglïëj ml qulegmlmb mj prjmutj jhbmbkb l krgtçrgjs b plmròbs jhibtgvjs, l lvleglïëj ml qulegmlmb mj sbrvgïj mbpbnmb mb udl sçrgb mb cltjrbs suhibtgvjs kjdj, pjr bxbdpej, l pbrkbpïëj, l bxpbktltgvl, l bxpbrgénkgl mj kegbntb b l uroénkgl mls suls nbkbssgmlmbs. \ulnmj l prbstlïëj mj sbrvgïj jkjrrb nl prbsbnïl mj kegbntb (pjr bxbdpej, sbrvgïj mb lssgsténkgl dçmgkl, trlnspjrtb b rbcbgïòbs), l qubstëj ml qulegmlmb ç dlgs cìkge mb sbr obrbnkglml, pjgs hlstl juvgr j kegbntb b ltbnmbr ás suls sjegkgtlïòbs b rbkjdbnmlïòbs. Njs sbrvgïjs qub bnvjevbd kjntltj kjd j kegbntb, iuntldbntb kjd ltgvgm iuntldbntb ltgvgmlmbs lmbs mb rbtlou rbtloulrml lrml kjdj kjdj,, pjr bxbdpej, bxbdpej, js sbrvgï sbrvgïjs js prbstlmjs pjr udl loénkgl hlnkìrgl, j obrbnkgldbntj ml qulegmlmb tjrnl-sb dlgs mgcäkge b kjdpebxj. Cgnledbntb, kjd lqubebs sbrvgïjs qub jkjrrbd sbd j kjntltj kjd j kegbntb b tjtledbntb lutjdltgzlmjs, l qulegmlmb tjrnl-sb dlgs sgdpebs pjrqub jhbmbkb l prjkbmgdbntjs b jpbrlïòbs plmrjngzlmls. Bntrbtlntj, nëj gdpjrtld j tgpj b l klrlktbrästgkl mj sbrvgïj. L qubstëj hìsgkl ç kjdj sltgsclzbr j kegbntb. Ç hjd ebdhrlr qub l prbstlïëj mj sbrvgïj jkjrrb bd ud kegdl mb orlnmb gnkbrtbzl b bxpbktltgvl mj kegbntb, qub sû pjmb ltbstlr l qulegmlmb mj sbrvgïj lpûs bstb sbr bxbkutlmj, lj kjntrìrgj mj prjmutj, bd qub bxgstb dbnjr rgskj, pjgs l qulegmlmb pjmb sbr tbstlml prbvgldbntb.
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KBMBXI
]lgs mgcbrbnïls bntrb l lvleglïëj ml qulegmlmb mb prjmutjs b sbrvgïjs njs
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pbrdgtbd bntbnmbr dbefjr ls mgvbrsls nulnkbs mj prjkbssj mb obrbnkgldbntj ml qulegmlmb b mj mbsbdpbnfj mb ldhjs.
LSLEGLNMJ J MB[BDQBNFJ MJ[ [BXSGÏJ[ Sjké iì vgu ls mgcbrbnïls bntrb lvleglr ud prjmutj b lvleglr ud sbrvgïj. Lntbs mb gngkglrdjs l njssl lnìegsb mls mgvbrsls mgdbnsòbs ml qulegmlmb mj sbrvgïj, clz-sb nbkbssìrgl udl lnìegsb prbegdgnlr mj prjkbssj mb obrbnkgldbntj mj mbsbdpbnfj mb ud sbrvgïj. Kjdj lvleglr j mbsbdpbnfj mb ud sbrvgïj: Qbel lpegklïëj mjs sbougntbs krgtçrgjs mb lvleglïëj9 • lkbssj (clkgegmlmb mb lkbssj lj sbrvgïj)0 • vbejkgmlmb (tbdpj olstj pbej pbe j kegbntb plrl sbr ltbnmgmj b j tbdpj qub j sbrvgïj vlg ebvlr)0 • kjnsgsténkgl (gnbxgsténkgl mb vlrglïëj bntrb l bspbkgklïëj mj sbrvgïj b l sul rblegzlïëj)0 • kjdpbténkgl (orlu mb klplkgtlïëj tçkngkl mj prbstlmjr mj sbrvgïj)0 • ltbnmgdbntj (orlu mb ltbnïëj mlmj lj kegbntb pbej prbstlmjr mj sbrvgïj)0 • bxghgegmlmb (orlu mb liustb b lmlptlïëj mj sbrvgïj ás nbkbssgmlmbs mjs kegbntbs)0 • sbourlnïl (nävbe mb sbourlnïl mj kegbntb ju mj hbd mj kegbntb, jhibtj ml prbstlïëj mj sbrvgïj)0 • kustj (prbïj mj sbrvgïj prbstlmj)0 • kjdungklïëj (orlu mb kjdungklhgegmlmb b gntbrlïëj mj prbstlmjr mj sbrvgïj kjd j kegbntb)0 • egdpbzl (orlu mb egdpbzl mls gnstlelïòbs g nstlelïòbs mj sbrvgïj)0 • kjncjrtj (nävbe mb kjncjrtj jcbrbkgmj pbels gnstlelïòbs mj sbrvgïj)0 • qulegmlmb mjs hbns (qulegmlmb mjs hbns qub gntborld j plkjtb mb sbrvgïjs)0 • bstçtgkl (lplrénkgl b hbebzl mls gnstlelïòbs mj sbrvgïj). L lpegklïëj mbssbs krgtçrgjs ç udl cjrdl lgnml dugtj utgegzlml plrl l lvleglïëj ml qulegmlmb mjs sbrvgïjs. Ç dugtj kjdud njs mbplrlrdjs, nl dämgl, kjd dbnslobns puhegkgtìrgls qub bnletbkbd ud ju dlgs mbssbs krgtçrgjs kjdj cltjrbs mb qulegmlmb mjs sbrvgïjs jcbrbkgmjs. KBMBXI
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Obstëj mb Jpbrlïòbs mb [brvgïj | Obstëj ml qulegmlmb bd sbrvgïjs
[ëj bxbdpejs js sbrvgïjs 8= fjrls (lkbssj), js sbrvgïjs prbcbrbnkglgs b pbrsjnlegzlmjs (ltbnmgdbntj), js lutj-sbrvgïjs (bxghgegmlmb), js sbrvgïjs vgps (kjncjrtj, qulegmlmb mjs hbns b bstçtgkl), js sbrvgïjs orltugtjs bdhutgmjs nl kjdprl mb prjmutjs (kustj) b js sbrvgïjs hlsblmjs bd sjeuïòbs tçkngkls (kjdpbténkgl). Ebgl l sbougr udl crlsb qub hbd mbnb kjnkbgtj mb qulegmlmb bd sbrvgïj9 ―Rd prjmutj ju sbrvgïj mb qulegmlmb ç lqubeb qub ltbnmb pbrcbgtldbntb mb cjrdl kjnìvbe, mb cjrdl lkbssävbe, mb cjrdl sbourl b nj tbdpj kbrtj ás nbkbssgmlmbs mj kegbntb— (CLEKJNG).
Bu trlhlefj kjd prjmutjs mb qulegmlmb! Gssj ç clkgedbntb lvleglmj b pbrkbhgmj pbejs kegbntbs.
Bu prbstj sbrvgïjs mb qulegmlmb, dls sbg qub nëj ç cìkge lvleglr l qulegmlmb mj dbu sbrvgïj pjrqub j dbu mbsbdpbnfj nëj ç sbdprb j dbsdj.
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