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Título: DEFINITION OF ISO 9001 QUALITY REGULATIONS IMPACTS ON THE SATISFACTION OF INTERNAL AND EXTERNAL CUSTOMERS OF A DELIVERY COMPANY: FLASH COURIER CASE
Autor(es): GUILHERME RODRIGUES ALVES JULIANI
Colaborador(es): PAULO CESAR TEIXEIRA - Orientador
Catalogação: 11/AGO/2008 Língua(s): PORTUGUESE - BRAZIL
Tipo: TEXT Subtipo: SENIOR PROJECT
Notas: [pt] Todos os dados constantes dos documentos são de inteira responsabilidade de seus autores. Os dados utilizados nas descrições dos documentos estão em conformidade com os sistemas da administração da PUC-Rio.
[en] All data contained in the documents are the sole responsibility of the authors. The data used in the descriptions of the documents are in conformity with the systems of the administration of PUC-Rio.
Referência(s): [pt] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=12051@1
[en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=12051@2
DOI: https://doi.org/10.17771/PUCRio.acad.12051
Resumo:
The end objective of this project is to identify the impacts of the quality regulations from ISO 9001 in the satisfaction of internal and external customers from a delivery company. It seeks to evaluate the logistics procedures of the company and if those procedures attend the ISO regulations, as well as to measure the intensity of internalization of those procedures and it is relation with the productivity of the company.
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