Proposição de um plano de ação para a redução de reclamações na ANATEL de uma empresa de telecomunicações

Abstract

Companies need to be constantly seeking to improve their processes aiming for total quality to remain competitive in the market and to ensure customer satisfaction and loyalty. The telecommunications sector in Brazil, in particular, is subject to intense charges for quality treatment, since telecommunication companies belong to the basis of the economy, consumers are increasingly dependent on efficient communication systems and the State has the power to regulate on this issue. The non-application of efforts in search of continuous improvement, entails serious market penetration (impaired image, low competitiveness, loss of customers, complaints, etc.) as well as regulatory issues, which are conducted by ANATEL. This study addresses the complaints scenario at ANATEL about a fixed-line telephone company and intends, through the application of the planning of the PDCA cycle and the use of quality administrative tools, to propose a plan of action focused on the improvement of processes to reduce the number of complaints. Given this proposition, it becomes necessary that the conceptual foundations of this research, such as quality in service deliverance, process management and PDCA cycle. Then, the results of the case study are presented. This descriptive research contributes as a tool to help the management of the company under study.