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Advisor(s)
Abstract(s)
O presente relatório de estágio surgiu da necessidade de colmatar
algumas lacunas ao nível da comunicação interna do Serviço de Apoio ao
Cliente (SAC), da Ascendi. A pesquisa passou por três diferentes fases. Numa
fase inicial, realizou-se um diagnóstico à comunicação interna dentro do SAC,
através da realização de meetings com a supervisão. Posteriormente, efetuou-se
um inquérito a todos os colaboradores do serviço, que resultou no
desenvolvimento e implementação de sistemas de melhoria interna.
Depois de realizada a análise aos resultados do inquérito, foi notório o
descontentamento, assim como as lacunas existentes. Desta forma, surgiu a
necessidade de delinear estratégias, de modo a combater essas mesmas falhas,
desenvolvendo novas ferramentas de comunicação de que resultaram impactos
positivos, quando implementadas.
É certo que, uma comunicação mais transparente melhora o serviço
interno, interferindo diretamente na qualidade do serviço prestado ao cliente.
Pode, portanto, concluir-se que é essencial trabalhar no sentido de incentivar a
prática de uma comunicação mais clara e transparente, realizada
atempadamente, com uma maior interação e aproximação entre chefia,
supervisão e operadores, uma vez que, com um serviço interno sem falhas e
com um bom ambiente, se estará no caminho certo, para se alcançar um serviço
de excelência, tanto a nível interno como externo.
Para além da análise à comunicação interna, através de inquérito, foi
ainda desenvolvido um modelo de inquérito para avaliar, a nível externo, a
satisfação dos clientes. Ainda que este não tenha passado a produtivo, foi
validado e está pronto a concretizar, ou seja, a ser utilizado pela empresa.
The present work comes from the need to overcome some gaps when it comes to Ascendi’s Consumer Help Services internal communication. Research went through three different phases. On an initial state was made a diagnosis to CSH’s internal communication through supervised meeting. Then, an inquiry to all service employees was applied and resulted in the development and implementation of the systems of internal improvement. After the inquiries’ results were analyzed, the existing gaps and discontent was notorious. The results showed the need to create new strategies to overcome those gaps by developing new communication tools and creating positive impacts when applied. It is true that a transparent communication improves the internal service and therefore directly influences the quality of the provided service. From this one can conclude that is essential to encourage the practice of a clearer and more transparent communication with bigger engagement between the leading management, supervisors and operators. This will generate an internal service with less gaps and good environment that it’s in the right way to a service of excellence internal and externally. Beyond this communication analysis an inquiry model was developed to evaluate, externally, consumers’ satisfaction. Although these results are yet to be productive the model was validated and ready to be implemented and therefore used by the company.
The present work comes from the need to overcome some gaps when it comes to Ascendi’s Consumer Help Services internal communication. Research went through three different phases. On an initial state was made a diagnosis to CSH’s internal communication through supervised meeting. Then, an inquiry to all service employees was applied and resulted in the development and implementation of the systems of internal improvement. After the inquiries’ results were analyzed, the existing gaps and discontent was notorious. The results showed the need to create new strategies to overcome those gaps by developing new communication tools and creating positive impacts when applied. It is true that a transparent communication improves the internal service and therefore directly influences the quality of the provided service. From this one can conclude that is essential to encourage the practice of a clearer and more transparent communication with bigger engagement between the leading management, supervisors and operators. This will generate an internal service with less gaps and good environment that it’s in the right way to a service of excellence internal and externally. Beyond this communication analysis an inquiry model was developed to evaluate, externally, consumers’ satisfaction. Although these results are yet to be productive the model was validated and ready to be implemented and therefore used by the company.
Description
Keywords
Comunicação interna Motivação Organização Trabalho em equipa Satisfação do cliente Internal communication Motivation Organization Team-work Customer satisfaction