Title: A quality-based customer service system approach

Authors: Nilson Cibério de Araújo Leão; Fagner José Coutinho de Melo; Raíssa Corrêa de Carvalho; Denise Dumke de Medeiros

Addresses: Faculdade de Economia, Administração e Contabilidade (FEAC), Universidade Federal de Alagoas, Av. Lourival Melo Mota, S/N, Tabuleiro do Martins, 52072-900, Maceió-AL, Brazil ' Departamento de Administração, Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, 50100-010, Recife, Pernambuco, Brazil ' Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil ' Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil

Abstract: This paper aims to develop an approach to improve the quality of the relationship between supplier and customer in the service process, disseminating the necessary information to translate the customer's needs into quality requirements. The proposed approach uses the principles of the management excellence models, the ISO 9001:2015 certification and the quality function deployment tool. The customer service system (CSS) focuses on quality for service organisations. For this, the CSS adopts tools from the literature that are easy to apply, not requiring large investments from the organisation. This study contributes to organisations that intend to guide their management in a systemic methodology of adaptation to the requirements of the interaction between the supplier and the customer, since creating relationships with customers is a priority in several organisations. In addition, this approach aims to contribute to the literature and to the managerial decision-making process.

Keywords: total quality management; TQM; excellence management models; quality function deployment; QFD; customer service system; CSS.

DOI: 10.1504/IJSOM.2023.132856

International Journal of Services and Operations Management, 2023 Vol.45 No.4, pp.484 - 513

Received: 17 Mar 2021
Accepted: 01 May 2021
Published online: 13 Aug 2023 *

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