Avaliação do impacto da aplicação do modelo de excelência em gestão da Fundação Nacional da Qualidade no processo de comercialização de energia de uma empresa pública: estudo de caso da Eletrobras Eletronorte

• Ano de defesa: 2013
• Autor(a) principal: Detoni, Geronimo Carlos de Meira
• Orientador(a): Cruz Júnior, Gelson da
• Banca de defesa: Cruz Júnior, Gelson da, Guedes, Leonardo Guerra de Rezende, Lemos, Rodrigo Pinto
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Goiás
• Programa de Pós-Graduação: Programa de Pós-graduação em Engenharia Elétrica e da Computação (EMC)
• Departamento: Escola de Engenharia Elétrica, Mecânica e de Computação - EMC (RG)
• País: Brasil
• Palavras-chave em Português: Setor elétrico; Excelência em gestão; Clientes; Mercado; PNQ; FNQ; MEG
• Palavras-chave em Inglês: Energy; Management excellence; Clients; Market; PNQ; FNQ; MEG
• Área do conhecimento CNPq: ENGENHARIAS::ENGENHARIA ELETRICA
• Link de acesso: http://repositorio.bc.ufg.br/tede/handle/tede/5901

The unbundling of the Brazilian electric sector in 2004 significantly impacted the sale of power in the country. Since then, a number of measures were progressively implemented, making the market for buying and selling energy competitive and challenging. The generation companies and energy traders had to adapt to new market segmentation, while seeking to retain old customers and attract new contracts. In this context, Eletrobras Eletronorte, a public energy generation and transmission company, defined excellence in management as its strategy by aligning its processes to MEG and to have continuous participation in the PNQ, which evaluates and ranks the best companies in Brazil. The company's relationship with customers and the market is made by means of the criterion "Customers". In the energy market, this criterion expresses the degree of excellence of the marketing process. It is therefore hoped that its score is supposed to represent the measure of success in the pursuit of customer retention and maintenance of the organization. Starting from the historic score obtained by the company in editions of PNQ to the criterion "Customers", the results of satisfaction surveys of the area and financial results recorded during the study period, this work intends to evaluate the impact of having MEG used in the process of commercialization of Eletrobras Eletronorte, considering that the organization was the winner of “World Class” prize from FNQ.