The Alumni Association of Business Administration from the Universidad Simón Bolívar (SEAGA), offered the second part of the conference Quality in administrative processes, this time with a focus on customer satisfaction.
The event was possible the work of Leonardo Pacheco and Hernando Arenas, who with great effort lideraon administrative and logistical process for developing the conference.
works mainly on the tools that companies use to plan quality, identify customers and their requirements and to take courses of action for planning the delivery of service.
They were some tools, such as QFD Matrix, Correlation Matrix, interviews with clients and other instruments and methods to provide information and evidence of orientation to the customer.
Then he spoke of the SERVQUAL Model, a tool used primarily to measure the tendency of the company to meet customer requirements, as well as its comparison with the companies with perception customer orientation, by the public.
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