Gestão de relacionamento para criação de valor em uma instituição de ensino

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dc.contributor.advisorCaldeira, Adilson
dc.contributor.advisor1Latteshttp://lattes.cnpq.br/6835364943868036por
dc.contributor.authorGrandolfo, Daniel Jankops
dc.creator.Latteshttp://lattes.cnpq.br/5566757366365415por
dc.date.accessioned2020-04-07T17:24:09Z
dc.date.accessioned2020-05-28T17:54:49Z
dc.date.available2020-05-28T17:54:49Z
dc.date.issued2019-08-14
dc.description.abstractThis study adresses a work performed in a higher education institution (HEI) with the main objective of promote value proposal expansion in the relationship with students. As a means to achieve this goal, To accomplish this goal, we seek to achieve the specific objectives of: proposing actions to increase the efficiency of the service process and student satisfaction, reducing the incidence of complaints, identifying means and proposing solutions to improve student relationship management and create value for the institution, its students and other stakeholders. It is an interventionist proposal, accepted by HEI. Initially, we describe the steps already taken so far and then the future steps to be taken. Part of the intervention that has already been carried out includes the steps of defining the task force responsible for required actions, interactions and analyzes dedicated to understanding the problem, searching for technological solutions available in the market and contacts with potential suppliers, developing, detailing and presenting the project to internal decision-making bodies. After their approval, the tool was acquired and is being implemented according to the established schedule. Tests performed in the initial phase of implementation indicate potential gains in quality of service to the target audience. The ongoing project is characterized as a significant change in the institutional practices of relationship with its target audiences, constituting innovative and replicable action in other similar organizations, which also deal with the characteristic complexity of managing the relationship with their audiences.eng
dc.formatapplication/pdf*
dc.identifier.citationGRANDOLFO, Daniel Jankops. Gestão de relacionamento para criação de valor em uma instituição de ensino. 2019. 42 f. Dissertação (Mestrado em Administração do Desenvolvimento de Negócios) - Universidade Presbiteriana Mackenzie, São Paulo, 2019.por
dc.identifier.urihttp://dspace.mackenzie.br/handle/10899/23054
dc.keywordsvalue creationeng
dc.keywordsproblem solvingeng
dc.keywordsrelationship channelseng
dc.keywordscustomer serviceeng
dc.keywordsstakeholder satisfactioneng
dc.languageporpor
dc.publisherUniversidade Presbiteriana Mackenziepor
dc.rightsAcesso Abertopor
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectcriação de valorpor
dc.subjectresolução de problemaspor
dc.subjectcanais de relacionamentopor
dc.subjectatendimento ao clientepor
dc.subjectsatisfação dos stakeholderspor
dc.subject.cnpqCNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE EMPRESASpor
dc.titleGestão de relacionamento para criação de valor em uma instituição de ensinopor
dc.typeDissertaçãopor
local.contributor.board1Silva, Adilson Aderito da
local.contributor.board1Latteshttp://lattes.cnpq.br/3999075737061835por
local.contributor.board2Morilhas, Leandro José
local.contributor.board2Latteshttp://lattes.cnpq.br/4251567798973805por
local.publisher.countryBrasilpor
local.publisher.departmentCentro de Ciências Sociais e Aplicadas (CCSA)por
local.publisher.initialsUPMpor
local.publisher.programAdministração do Desenvolvimento de Negóciospor
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