Resumo

PADILLA-AGUIAR, Daimée et al. Application of the Process Assurance Model to the service logistics. Ing. Ind. [online]. 2022, vol.43, n.2, pp. 99-113.  Epub 11-Jul-2022. ISSN 1815-5936.

Customer satisfaction is one of the most important aspects today, one of the strategic objectives of the development of logistics systems being the improvement of customer service. In the article, it is to develop the procedure of the assurance model of the process in order to achieve the integration of the same that guarantee the service or product to the end customer. The application is made at the Center for Molecular Immunology, a Cuban biotechnology company. Techniques such as: direct observation, documentary analysis, bibliographic search and the use of software were applied. The Process Assurance Model was used as a tool, which constitutes a way of dynamically ensuring the conditions for the performance of a process, achieving a more comprehensive and flexible analysis, guaranteeing the performance of the process with higher levels of service.

Palavras-chave : Management model; customer satisfaction; process assurance model; management control.

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