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

Abstract

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.

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

“…Expenses with acquiring new customers can cost up to five times more than the necessary to maintain current ones. Therefore, consumer loyalty contributes to an improvement in the company's revenue (Wills, 2009). Loyalty can be seen as a result of the excellence of the service offered, therefore, the better the service offered, the better the advertising and the increase in loyalty http://www.…”