Quality of technical assistance: economic evaluation of the quality in technical assistance processes

Main Article Content

Gabriel da Rocha Campos Politi
Tiberio Bruno Rocha Cruz
Daiane Maria De Genaro Chiroli
Ligia Greatti
صندلی اداری


This study aims to analyze the economic feasibility of hiring new technicians in order to meet the existing demand for technical assistance. For this, a sensitivity analysis was performed and the data was collected in a qualitative and quantitative way. After that interviews were carried out and quality tools were applied, such as: brainstorms, cause and effect diagram and also financial and cost data was collected during the process. Thus, it was possible to identify that the main causes of the problem is the unavailability of technicians. Thus, an initial solution was developed to create financial configurations to assess which decision would be most plausible. Finally, the best performance scenario was to hire only one new technician, as it maximizes the company's net profit and the representative percentage of that profit from the generated revenue; it was also considered to what extent the solution could be applied. This research is important not only for the studied company, but also for others that have similar problems and need instructions to create a direction for a solution.


Download data is not yet available.

Article Details

Author Biographies

Gabriel da Rocha Campos Politi, Federal University of Technology - Paraná

Graduado em engenharia de produção pela Universidade Federal de Tecnologia - Paraná

Tiberio Bruno Rocha Cruz, Federal University of Technology - Paraná

Graduado em engenharia de produção pela Universidade Federal  de Tecnologia - Paraná

Daiane Maria De Genaro Chiroli, Federal University of Technology - Paraná

Engenharia de produção pela Universidade Federal  de Tecnologia - Paraná

Ligia Greatti, State University of Maringá

Universidade Estadual de Maringá

Departamento de Administração


Bruni, A. L., & Famá, R. (2011).Gestão de Custos e Formação de Preços (5th ed.). São Paulo: Atlas.

Carpinetti, L. C. R. (2012). Gestão da qualidade: conceitos e técnicas. São Paulo: Atlas.

Carvalho, L. C. S., Decotelli, C. A., & Elia, B. S. (2009). Matemática Financeira Aplicada. Rio de Janeiro: FGV.

Central Brasileira do Setor de Serviços. (2017). Pesquisa sobre o setor de serviços. Notícias Cebrasse e Associados. Recoveredfrom: http://www.cebrasse.org.br/1586.

Chiroli, D. M. G. (2016). Avaliação de sistemas de qualidade. Curitiba: Intersaberes.

Chiroli, D. M. G., Vaz, V. R., Zolla, F. C., Abbas, K., & Aragão, F. V. (2016). A study on the quality costs in a metalworking company. Espacios (Caracas). 19-19.

Copacino, W. C. (1997). Supply Chain Management: The basics and beyond. New York: CRC.

Fitzsimmons, J., &Fitzsimmons, M. (2014). Administração de Serviços: Operação, estratégia e tecnologia da informação (7th ed.). Porto Alegre: AMGH.

Hirschfeld, H. (2007). Engenharia econômica e análise de custos (7th ed.). São Paulo: Atlas.

Instituto Brasileiro de Geografia e Estatística. (2017). Brasil em síntese. Serviços. Recovered from: http://www.brasilemsintese.ibge.gov.br/serviços.html

Ishikawa, K. (1990). Introduction to Quality Control (3rd ed.). Califórnia: Taylor & Frances.

Kasanen, E., Lukka, K., & Siitonen, A. (1993).The Constructive Approach in Management Accounting Research. Journal of Management Accounting Research. 243-264.

Marconi, M. A., & Lakatos, E. M. (2011). Metodologia do trabalho científico. (7th ed.). São Paulo: Atlas.

Megliorini, E. (2012). Custos: análise e gestão. (3rd ed.). São Paulo: Pearson.

Montgomery, D. C. (2004). Introdução ao controle estatístico de qualidade. Rio de Janeiro: LTC.

Oyegoke, A. (2011). The Constructive Research Approach in Project Management Research. International Journal of Managing Projects in Business. 573-595.

Paladini, E. P. (2007). Gestão da qualidade: teoria e prática. (2nd ed.). São Paulo: Atlas.

Reichheld, F. F., & Teal, T. (1996). The loyalty effect: The hidden force behind growth, profits and lasting value. Boston: Business School.

Rojo, C. (2006). Planejamento Estratégico: Modelo para Simulação de Cenários. Cascavel: Assoeste.

Wills, B. (2009). The business case for environmental sustainability (Green): Achieving rapid returns from practical integration of lean and green. Business Case for Environmental Sustainability.

Most read articles by the same author(s)

فروشگاه اینترنتی