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DEPARTAMENTO CURSO DISCIPLINA PROFESSOR DATA ALUNOS SEMESTRE-MÓDULO

: : : : : : :

Administração da Produção e de Operações Industriais (POI) Mestrado Profissional em Administração de Empresas (MPA) Gestão de Operações Luiz C. Di Serio 23/Oct/2014 Gabriela Urey 2º/2014-M2

MATRIZ DE DESEMPENHO – DELL

Objetivo de Desempenho

Detalhamento A. Menor custo de logística possivel. B. Custo de alinheamento. C. Custo de advertising.

Importância 3 7 5

CUSTO

Desempenh o 2 1 6

CONFIABILIDADE

D. Entrega o que for pedido no prazo que foi acordado.

2

5

FLEXIBILIDADE

E. Segmentação de clientes. Atendimiento aos clientes de acordo a nivel de investimento. F. Atender a configuraçãoes demandadas por cada cliente.

5

1

1

4

QUALIDADE

G. Ter suporte pos venda para qualquer cliente em qualquer lugar. H. Manter rede de parceiros qualificada.

3 4

2 3

VELOCIDADE

I.Menor tempo possível do pedido à entrega ao cliente.

1

1

Av. Nove de Julho 2029 01313-902 São Paulo SP Brasil Tel: 011 3281-7700 Fax: 011 3284-1789 Internet: www.fgvsp.br

AÇÕES DE MELHORIA – DELL

B. Reduzir o custo de alinheamento, reduzindo frequência das revendas para garantir a produção correta, porque não é percibido pelo cliente. C. Otimizar o custo de propaganda pela ausência dos varejistas como um ponto de marketing. E. Otimizar a atenção de vendas a pós vendas para garantir o melhor atendimiento aos clientes mas estratégicos.

GRAFICO – DELL

Av. Nove de Julho 2029 01313-902 São Paulo SP Brasil Tel: 011 3281-7700 Fax: 011 3284-1789 Internet: www.fgvsp.br

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