Este trabalho de conclusão aborda a satisfação de clientes em uma organização sem fins lucrativos. Através de um estudo de caso, procedeu-se uma avaliação qualitativa por meio de observação participante do pesquisador, percepções dos professores e acadêmicos envolvidos no atendimento prestado pelo Serviço de Nutrição do Centro Universitário Franciscano- UNIFRA, e também dos usuários finais do serviço. Objetivou-se, assim, avaliar como a satisfação de clientes é gerenciada neste serviço, usando-se as variáveis de pesquisa: estratégia, sistemas e pessoas como norteadoras das investigações efetuadas. Com o intuito de atingir os propósitos do estudo, o público envolvido no atendimento, composto por coordenador do serviço e professores, foi ouvido por meio de entrevistas semi-estruturadas. No público constituído de acadêmicos que prestam o atendimento e usuários do serviço foi utilizada a técnica de entrevista de grupos focalizados. Para o tratamento dos dados coletados procedeu-se a sua descrição, análise e interpretação. A análise dos resultados foi apresentada em blocos que contemplam: estratégia, sistemas e pessoas. As opiniões emitidas pelos públicos consultados e a observação do pesquisador apontaram acertos e oportunidades de melhoria no serviço prestado, dando indicativos de dimensões importantes para o gerenciamento da satisfação de clientes deste serviço. / This work deals with consumer satisfaction in a non-profitable organization. Through a case study, a qualitative assessment was developed based on participating observation of the researcher, perceptions of professors and academics evolved on Nutrition Service of “Centro Universitário Franciscano – UNIFRA”, and also of the service final users. The main goal was evaluate how the consumer satisfaction is managed on this service using the research variables: strategy, systems and person as starting points of the effectuated research. Intending to reach the study’s purpose, the public evolved on the service, compound by the service coordinators and professors, was heard through individual interview technique. In the public compound by academics that provide the service and service users the technique used was the focus group interview technique. For the treatment of the data collected it’s description, analysis and interpretation was made. The analysis of the results was divided in blocks that include: strategy, systems and persons. The opinions given by the consulted public and researcher observation pointed some things right and opportunities of making the service better, giving important indicatives for the management of the client satisfaction of this service.

La empresa busca incrementar su participación en el segmento mediano del mercado del concreto premezclado en Lima. La organización no ha diseñado los canales para atender este segmento de una manera eficiente. La empresa estuvo enfocada en los clientes grandes y muy grandes, relegando la atención de los clientes medianos mientras que la competencia se ha posicionado como una alternativa de bajo costo en este segmento, creciendo y fortaleciéndose los últimos años debido al boom inmobiliario que originó el desarrollo de numerosos clientes de este tipo. / The company wonders how to increase its participation in the medium-sized segment of the market of the concrete mixed in Lima. The organization has not designed the channels to attend to this segment of an efficient way. The company was focused in the big and very big clients, relegating the attention of the medium-sized clients while the competition is positioned like an alternative of low cost in this segment, growing and becoming stronger last years due to the real estate boom that caused the development of numerous clients of this type. / Trabajo de investigación

The purpose of this study was to examine the effects of counselor profanity on subjects' perceptions of counselor credibility and client satisfaction.

Summaries in Afrikaans and English / Text in Afrikaans / Die studie is ondemeem om empiries vas te stel wat die aard en omvang van Totale Kwaliteitbestuur as 'n interne organisatoriese reeling vir personeel in die Toetsvliegen Ontwil<kelingsentrum in die Suid-Afrikaanse Lugmag is en om terselfdertyd te bepaal of die gesindheid van die personeel van die Toetsvlieg- en Ontwikkelingsentrum jeens Totale Kwaliteitbestuur positief is en of hulle van mening is dat die toepassing van Totale Kwaliteitbestuur vir hulle aanvaarbaar is. Ondersteunend tot die empiriese ondersoek is ook 'n teoretiese studie gedoen om Totale Kwaliteitbestuur binne die konteks van die organisasieteorie te beskryf, om 'n toepaslike definisie vir Totale KwaHteitbestuur vir hierdie stuc:tie te bepaal en om die Totale Kwaliteitbestuursdimensies vanuit die literatuur te bestudeer en die dimensies in 'n model te integreer wat gebruik kan word om verbeterde werkverrigting by die Toetsvlieg- en Ontwikkelingsentrum te bepaal. Daar is ook aandag gegee aan die proses van Totale Kwaliteitbestuur en organisatoriese reelings vir die vestiging daarvan in die Toetsvlieg- en Ontwikkelingsentrum om sodoende die konteks van die studie te beklemtoon. / The study was to determine empirically the nature and extent of Total Quality Management as an internal organisational arrangement for personnel at the Test Flight and Development Centre in the South African Air Force, while at the same time determining whether the attitude of the personnel of the Test Flight and Development Centre found the application of Total Quality Management positive and acceptable. A theoretical study was done in support of the empirical study to describe Total Quality Management within the context of the organisational theory, to find an appropriate definition for Total Quality Management for this study, to study Total Quality Management dimensions from the literature, and to integrate these dimensions into a model that can be used to determine improved performance at the Test Flight and Development Centre. The process used for the implementation of Total Quality Management at the Test Flight and Development Centre were also studied. / Public Administration / M. Admin. (Public Administration)

For some considerable time, client satisfaction has been a problematic issue in the UK construction industry with many projects failing to satisfy the client needs and meet or exceed the client expectations. Client satisfaction is, however, a key performance measure and a major determinant of project success. There is a common belief that strategic decisions made by clients have a significant impact on the levels of client satisfaction. Strategic decisions in the context of construction projects are often associated with project stages including pre-design, design, tender, construction, occupancy & maintenance and disposal and vary in nature. Consequently the impact of strategic decisions on client satisfaction depends as much on timing as on the subjects of the decisions. While such findings are useful to facilitate the industry’s focus on addressing the failure in achieving client satisfaction, and point to the route for improvement, they are arbitrary and do not provide a systematic basis for investigating the real impact on client satisfaction. The nature of strategic decisions and the significance of its impact on client satisfaction have not been clearly identified and client satisfaction has remained an elusive issue for a majority of construction professionals. This research was hence undertaken to seek empirical evidence of an interrelationship between strategic decisions and client satisfaction. Defining strategic decisions, often associated with project stages, as ones that are complex and made under uncertainty and have a long-term impact on project success, a quantitative research methodology combined with qualitative approaches, was adopted in investigating the interrelationship between strategic decisions and client satisfaction. Findings of a detailed literature review revealed that client satisfaction at any stage depends as much on the service quality attributes of service providers including overall service delivery, people of service providers and communications with clients as on the influence of strategic decisions and the client itself. These performance attributes and the groups of strategic decisions, referred as strategic decision cluster (SDC), were further assessed and the relationships between these measures and strategic decisions were examined using factor analysis and multiple regression modelling techniques. Analyses revealed SDCs including Design Approach, Procurement and Implementation predict better the outcomes of service quality and hence higher levels of client satisfaction. Service delivery and communications with clients have a positively significant correlation with the levels of client satisfaction. Of these two attributes, communications with clients makes the largest unique contribution to the variance and is considered the better predictor for client satisfaction. The developed models is validated via external and internal validation and the findings support the thesis that strategic decisions have a impact on client satisfaction by strongly influencing the performance of service quality although causality cannot be assumed. It is recommended that service providers including contractors and consultants devote more efforts to improve their performance on the attributes of service quality identified as having significant association with client satisfaction, particularly service delivery and communications with clients. Further research efforts focusing on providing a practical tool or expert system so as to address the practical issues for a wider range of clients and service providers are also recommended.

Therapeutic Assessment (TA) is a hybrid of assessment and therapy techniques in which assessors actively collaborate with clients during an individualized assessment. TA is centered around client assessment questions and provides a safe environment where clients can create shifts in their ‘story’ of self. More specifically, TA with children and their parents has demonstrated more confident parenting and parents’ better understanding of their child’s difficulties, while children have shown decreased problem behaviors and improved social/emotional functioning. The theoretical framework behind TA emphasizes the importance of the interpersonal interactions between the assessor and client, such as the development of a strong assessor client relationship and collaboration. These interpersonal processes are conceptualized as catalysts for greater depth of parent investment in the assessment and deeper levels of feedback results. The need for greater parent involvement and partnership in child mental health services is increasingly recognized in the client/parent satisfaction literature. Parent feedback to child mental health services is most often acquired through satisfaction questionnaires. However, the satisfaction literature has well known limitations, specifically a lack of unifying theory and methodological issues in scale development. Parent satisfaction research indicates that interpersonal experiences are more related to satisfaction than outcomes or client characteristics, and that more psychometrically sound measures are needed. Currently, satisfaction surveys do not provide a detailed understanding of parents’ experiences to inform practice and research. The current study outlines the development of the Parent Experience of Assessment Scale (PEAS). The PEAS is anchored in the theoretical orientation of TA and provides a more quantifiable measure of hypothesized underlying TA constructs. Moreover, the development of the PEAS uses advanced statistical techniques, such as Confirmatory Factor Analysis and invariance testing, to provide a higher level of psychometric rigor. The resulting scale consists of 24 items divided among 5 subscales with demonstrated relationships to general satisfaction. Structural equation modeling provides insight via direct and indirect effects among the PEAS subscales and their relationship to general satisfaction. Through the development of the PEAS, this study provides empirical evidence and support for TA theory and a more nuanced understanding of parent experiences related to satisfaction. / text

Nas últimas décadas, a provisão de habitação de interesse social tem apresentado uma crescente complexidade, envolvendo uma rede intrincada de relações entre os diversos agentes e o Estado, que operam de maneira fragmentada. Neste contexto, existe a necessidade de gerenciar os requisitos dos clientes de forma a processar e disponibilizar as informações adequadas para apoiar a tomada de decisão no processo de desenvolvimento do produto. O objetivo principal deste trabalho é propor uma sistemática para o processamento de requisitos dos clientes de empreendimentos habitacionais de interesse social, a fim de aumentar a satisfação dos usuários dos mesmos. O método de pesquisa foi dividido em três etapas: (a) estruturação dos requisitos; (b) ponderação dos requisitos; e (c) estudo da aplicabilidade do desdobramento da função qualidade (QFD). Primeiramente, buscou-se uma maneira de estruturar os principais fatores que afetaram a satisfação dos usuários de nove empreendimentos habiacionais, a fim de propiciar maior entendimento dos seus principais requisitos. Na segunda etapa, buscou-se analisar e comparar as diferentes percepções desses agentes para entender como esses perceberam os principais requisitos dos usuários, estruturados na etapa anterior. A última etapa buscou utilizar a matriz da qualidade do QFD no processamento de requisitos de cliente no contexto da HIS, com o objetivo de propor adaptações necessárias dessa ferramenta para sua aplicação neste contexto. O desenvolvimento dessa dissertação possibilitou a proposta de uma sistemática para o processamento dos requisitos dos clientes. A análise individual dos principais intervenientes auxiliou no processamento de dados, com o qual formam desenvolvidos dispositivos visuais que auxiliaram na sistematização dessas informações, possibilitando análises diversas. A aplicação da matriz da qualidade do QFD propiciou a oportunidade de um processamento integrado, à medida que os dados dos usuários e dos agentes puderam ser analisados conjuntamente, possibilitando um fechamento das etapas anteriores. / In the last few decades, the provision of social housing has become more complex, involving a network of relationships between several stakeholders and the government, which tend to operate in a fragmented way. In this context, it is necessary to manage client requirements, in order to process and make available suitable information for supporting decision making in the product development process. The main objective of this research work is to devise a protocol for client requirements processing in social housing projects, with the ultimate aim to increase the degree of users´ satisfaction. The research method was divided into three stages: (a) structuring of requirements; (b) weighing requirements; and (c) study of the applicability of quality function deployment (QFD). Initially, a method for structuring the main factors that affect the users´ satisfaction in nine housing projects was devised, in order to improve the understanding about their requirements. In the second stage, the different perceptions of the construction professionals involved in the product development process on the users´ requirements were analysed and compared. In the last stage, the QFD quality matrix was used for processing requirements, with the aim of proposing adaptations of that tool to the context of social housing. The individual analysis of construction professionals supported the processing of data that were used to produce visual devices, making it possible the development of several analises. The application of a QFD matrix created the opportunity for further processing clients’ requirements, since data from the users and from the construction professionals were analysed together, providing an opportunity to integrate data produced in the previous stages.

Summaries in Afrikaans and English / Text in Afrikaans / Die studie is ondemeem om empiries vas te stel wat die aard en omvang van Totale Kwaliteitbestuur as 'n interne organisatoriese reeling vir personeel in die Toetsvliegen Ontwil<kelingsentrum in die Suid-Afrikaanse Lugmag is en om terselfdertyd te bepaal of die gesindheid van die personeel van die Toetsvlieg- en Ontwikkelingsentrum jeens Totale Kwaliteitbestuur positief is en of hulle van mening is dat die toepassing van Totale Kwaliteitbestuur vir hulle aanvaarbaar is. Ondersteunend tot die empiriese ondersoek is ook 'n teoretiese studie gedoen om Totale Kwaliteitbestuur binne die konteks van die organisasieteorie te beskryf, om 'n toepaslike definisie vir Totale KwaHteitbestuur vir hierdie stuc:tie te bepaal en om die Totale Kwaliteitbestuursdimensies vanuit die literatuur te bestudeer en die dimensies in 'n model te integreer wat gebruik kan word om verbeterde werkverrigting by die Toetsvlieg- en Ontwikkelingsentrum te bepaal. Daar is ook aandag gegee aan die proses van Totale Kwaliteitbestuur en organisatoriese reelings vir die vestiging daarvan in die Toetsvlieg- en Ontwikkelingsentrum om sodoende die konteks van die studie te beklemtoon. / The study was to determine empirically the nature and extent of Total Quality Management as an internal organisational arrangement for personnel at the Test Flight and Development Centre in the South African Air Force, while at the same time determining whether the attitude of the personnel of the Test Flight and Development Centre found the application of Total Quality Management positive and acceptable. A theoretical study was done in support of the empirical study to describe Total Quality Management within the context of the organisational theory, to find an appropriate definition for Total Quality Management for this study, to study Total Quality Management dimensions from the literature, and to integrate these dimensions into a model that can be used to determine improved performance at the Test Flight and Development Centre. The process used for the implementation of Total Quality Management at the Test Flight and Development Centre were also studied. / Public Administration and Management / M. Admin. (Public Administration)

Nas últimas décadas, a provisão de habitação de interesse social tem apresentado uma crescente complexidade, envolvendo uma rede intrincada de relações entre os diversos agentes e o Estado, que operam de maneira fragmentada. Neste contexto, existe a necessidade de gerenciar os requisitos dos clientes de forma a processar e disponibilizar as informações adequadas para apoiar a tomada de decisão no processo de desenvolvimento do produto. O objetivo principal deste trabalho é propor uma sistemática para o processamento de requisitos dos clientes de empreendimentos habitacionais de interesse social, a fim de aumentar a satisfação dos usuários dos mesmos. O método de pesquisa foi dividido em três etapas: (a) estruturação dos requisitos; (b) ponderação dos requisitos; e (c) estudo da aplicabilidade do desdobramento da função qualidade (QFD). Primeiramente, buscou-se uma maneira de estruturar os principais fatores que afetaram a satisfação dos usuários de nove empreendimentos habiacionais, a fim de propiciar maior entendimento dos seus principais requisitos. Na segunda etapa, buscou-se analisar e comparar as diferentes percepções desses agentes para entender como esses perceberam os principais requisitos dos usuários, estruturados na etapa anterior. A última etapa buscou utilizar a matriz da qualidade do QFD no processamento de requisitos de cliente no contexto da HIS, com o objetivo de propor adaptações necessárias dessa ferramenta para sua aplicação neste contexto. O desenvolvimento dessa dissertação possibilitou a proposta de uma sistemática para o processamento dos requisitos dos clientes. A análise individual dos principais intervenientes auxiliou no processamento de dados, com o qual formam desenvolvidos dispositivos visuais que auxiliaram na sistematização dessas informações, possibilitando análises diversas. A aplicação da matriz da qualidade do QFD propiciou a oportunidade de um processamento integrado, à medida que os dados dos usuários e dos agentes puderam ser analisados conjuntamente, possibilitando um fechamento das etapas anteriores. / In the last few decades, the provision of social housing has become more complex, involving a network of relationships between several stakeholders and the government, which tend to operate in a fragmented way. In this context, it is necessary to manage client requirements, in order to process and make available suitable information for supporting decision making in the product development process. The main objective of this research work is to devise a protocol for client requirements processing in social housing projects, with the ultimate aim to increase the degree of users´ satisfaction. The research method was divided into three stages: (a) structuring of requirements; (b) weighing requirements; and (c) study of the applicability of quality function deployment (QFD). Initially, a method for structuring the main factors that affect the users´ satisfaction in nine housing projects was devised, in order to improve the understanding about their requirements. In the second stage, the different perceptions of the construction professionals involved in the product development process on the users´ requirements were analysed and compared. In the last stage, the QFD quality matrix was used for processing requirements, with the aim of proposing adaptations of that tool to the context of social housing. The individual analysis of construction professionals supported the processing of data that were used to produce visual devices, making it possible the development of several analises. The application of a QFD matrix created the opportunity for further processing clients’ requirements, since data from the users and from the construction professionals were analysed together, providing an opportunity to integrate data produced in the previous stages.

Nas últimas décadas, a provisão de habitação de interesse social tem apresentado uma crescente complexidade, envolvendo uma rede intrincada de relações entre os diversos agentes e o Estado, que operam de maneira fragmentada. Neste contexto, existe a necessidade de gerenciar os requisitos dos clientes de forma a processar e disponibilizar as informações adequadas para apoiar a tomada de decisão no processo de desenvolvimento do produto. O objetivo principal deste trabalho é propor uma sistemática para o processamento de requisitos dos clientes de empreendimentos habitacionais de interesse social, a fim de aumentar a satisfação dos usuários dos mesmos. O método de pesquisa foi dividido em três etapas: (a) estruturação dos requisitos; (b) ponderação dos requisitos; e (c) estudo da aplicabilidade do desdobramento da função qualidade (QFD). Primeiramente, buscou-se uma maneira de estruturar os principais fatores que afetaram a satisfação dos usuários de nove empreendimentos habiacionais, a fim de propiciar maior entendimento dos seus principais requisitos. Na segunda etapa, buscou-se analisar e comparar as diferentes percepções desses agentes para entender como esses perceberam os principais requisitos dos usuários, estruturados na etapa anterior. A última etapa buscou utilizar a matriz da qualidade do QFD no processamento de requisitos de cliente no contexto da HIS, com o objetivo de propor adaptações necessárias dessa ferramenta para sua aplicação neste contexto. O desenvolvimento dessa dissertação possibilitou a proposta de uma sistemática para o processamento dos requisitos dos clientes. A análise individual dos principais intervenientes auxiliou no processamento de dados, com o qual formam desenvolvidos dispositivos visuais que auxiliaram na sistematização dessas informações, possibilitando análises diversas. A aplicação da matriz da qualidade do QFD propiciou a oportunidade de um processamento integrado, à medida que os dados dos usuários e dos agentes puderam ser analisados conjuntamente, possibilitando um fechamento das etapas anteriores. / In the last few decades, the provision of social housing has become more complex, involving a network of relationships between several stakeholders and the government, which tend to operate in a fragmented way. In this context, it is necessary to manage client requirements, in order to process and make available suitable information for supporting decision making in the product development process. The main objective of this research work is to devise a protocol for client requirements processing in social housing projects, with the ultimate aim to increase the degree of users´ satisfaction. The research method was divided into three stages: (a) structuring of requirements; (b) weighing requirements; and (c) study of the applicability of quality function deployment (QFD). Initially, a method for structuring the main factors that affect the users´ satisfaction in nine housing projects was devised, in order to improve the understanding about their requirements. In the second stage, the different perceptions of the construction professionals involved in the product development process on the users´ requirements were analysed and compared. In the last stage, the QFD quality matrix was used for processing requirements, with the aim of proposing adaptations of that tool to the context of social housing. The individual analysis of construction professionals supported the processing of data that were used to produce visual devices, making it possible the development of several analises. The application of a QFD matrix created the opportunity for further processing clients’ requirements, since data from the users and from the construction professionals were analysed together, providing an opportunity to integrate data produced in the previous stages.