Gerenciamento de serviços: uma análise da empresa CG Construções de Aquidauana/MS.

Abstract

Companies that provide services have the challenge of offering an intangible product to the market. In order to be able to offer a quality service, these companies can work in stages, which offer assistance for management. This article aims to characterize the stages of service provision in a construction company applying the 4Ps of services - profile, people, procedures and processes. To achieve the results, a descriptive research was carried out, with a qualitative approach, applying a semi-structured interview, which was carried out with the owner of the company CG Construções, in the questions proposed, information was obtained that collaborated in the analysis of the 4Ps. Analyzing the profile, the company presented the unfeasibility of opening an office, lack of standardization of its employees and the use of its own machinery resources. Introducing people, it was found that the company only maintains two employees, hiring additional employees when necessary, and not providing benefits or training to the company's employees. When analyzing the processes, it was observed that the company demands technical supervision, requiring the presence of qualified professionals at all stages of the project. Furthermore, the company forms partnerships with other service providers and eliminates the use of control spreadsheets. In procedures it was concluded that the company carefully analyzes customer expectations and thoroughly evaluates the stages of service provision.