Open AccessQuality of technical assistance: economic evaluation of the quality in technical assistance processes
Author(s) -
Gabriel da Rocha Campos Politi,
Tibério Bruno Rocha e Cruz,
Daiane Maria De Genaro Chiroli,
Ligia Greatti
Publication year - 2021
Publication title -
independent journal of management and production
Language(s) - English
Resource type - Journals
ISSN - 2236-269X
DOI - 10.14807/ijmp.v12i1.1271
Subject(s) - unavailability , technician , revenue , profit (economics) , computer science , net profit , quality (philosophy) , operations research , order (exchange) , operations management , business , risk analysis (engineering) , finance , economics , reliability engineering , microeconomics , engineering , philosophy , electrical engineering , epistemology
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.